SALES SUPPORT SPECIALIST

Employee is expected to work from the OCR Canada offices at 25 Royal Crest Court, Suite 100 in Markham, Ontario. Products include mobile computing, bar code scanners, printers, verifiers, RFID equipment, data collection terminals, scanners, RFID devices, wireless infrastructure, and application software. The Company reserves the right to require you to assume new and varied duties and responsibilities or to alter your reporting relationships in future

WHAT YOU’LL DO:

• Answer phones, listen, understand, and respond to customer inquiring about products, services, order status, stock availability, order shipment and the placing of an order. Provide customers and sales personnel with information regarding order status. Determine appropriate person to provide information i.e. Sales representative, Admin, HR etc.
• Examines order entry, purchase requests and orders for Web orders to ensure accuracy and process order entry, requests within the OCR ERP system.
• Meet or exceed performance objectives including Lead distribution, Lead Management, call quality, Data entry into OCR CRM and time management.
• Follow up and communicate with Field Sales Support Manager for sales or technical support for escalation and resolution of more complex scenarios.
• Work within the FSS/SAM team to provide support, coverage (vacation/sick days/out of office) as backup support to ensure no roadblocks to sales processing and order processing for customers and/or overflow workload to take on from existing team.
• Learn and understand My Account and maintain website
• Maintain complete and accurate records of all customer and prospect contacts within the OCR Customer Relations Management database (Netsuite). Assist in cleaning data (for accuracy) within CRM
• Product training on partner portals to understand product and capabilities when time allows

RELATIONSHIPS AND ROLES

• Establish and maintain excellent relationships with all OCR Canada departments and offices.
• Maintain strong relationship with Service team and CTO and PS Tech Manager to effectively schedule and deploy System Engineers for Professional services related to sales orders
• Integral role in customer satisfaction. Dealing directly on customer complaints on product orders, service orders. Work diligently to resolve and escalate to Manager when required for prompt resolution
• Participate on other duties and special projects as required.
• Answer incoming sales calls where customer is calling for quotes and/or support.
• Participate with other duties and special projects, as required.