Sales Representative (Customer Service) - CSA Group - Toronto, ON

Position: Sales Representative

Vacancy # RE3394

(French language skills required)

Pay Grade: Local 967: 106

Department or Division: Sales & Marketing

Manager: Steve Murphy

Description: This position will sell standards and related products to meet customer needs and maximize sales. French speaking ability is required.

Duties & Responsibilities:

– Accurately enter and process orders received from telephone (live when possible), over-the-counter, fax, email and online sources to meet monthly departmental sales targets. Maintain a current and thorough knowledge of information products and services to maximize cross-selling and up-selling opportunities such as member services and Learning Center products. Promote and maintain alternative order methods such as standing orders and subscription agreements. Initiate activities with shipping department to ensure accurate and timely delivery of all orders. Must develop and maintain a thorough knowledge of complex IT modules. Perform client surveys, handle daily correspondence and price quotes for all Information Products. Effective time management to balance proactive out bound sales activities to reach team revenue targets.

Provide prompt and efficient customer service in both official languages. Ensure customer master records are accurate and current. Handle customer complaints and inquiries from all sources by following up in a timely and professional manner. Ensure appropriate resolution and response by analyzing complaints and making recommendations for future corrective action to Supervisor. Communicate accurate information to clients on current promotions, work in progress and upcoming publications. Forward technical inquiries related to Standards and Information Products content to appropriate divisions within CSA or externally. Provide basic technical support for electronic products and web services navigation to members, staff and customers.

– Process debits, returns and credits accurately and in accordance with departmental and corporate accounting procedures. Ensure declined credit card transactions are rectified and accurately processed in CSA system and online authorization systems. Perform daily cash and credit card reconciliation reports. Submit cash daily to designated CSA finance department for deposit. Maintain a current cheque log. Produce unit end reports for miscellaneous credits, returns and credit card declines.

Provide regional offices assistance with order and credit entry and special training needs as required. Ensure filing systems are accurate and current. Maintain professional surroundings including current promotional displays. Provide product quality and promotional feedback to a variety of support groups including Editorial and Production Services and Marketing.

Education & Experience:

• Full Secondary School Diploma (College or University Business Diploma preferred)

• French Speaking ability is required for this role

• Call Centre Experience and 2-5 years of related sales, customer service, or retail experience.

• SAP experience. Working knowledge of current Microsoft Windows and Office. Keyboarding (40 WPM).

• Intranet/Internet navigation skills.

• Strong oral and written communication skills.