Job Title

Company DescriptionICOR Technology is a robotics and security products company based in Ottawa, ON. With over 20 years of engineering and manufacturing experience, ICOR specializes in the design and precision manufacturing of high-quality EOD/IEDD protective security equipment. ICOR products are used by individuals in military, law enforcement, nuclear, and security-related sectors, and are developed through continuous dialogue with clients to ensure innovative and cost-effective solutions.Job PurposeThe Sales Support Coordinator is responsible for receiving and tracking inside sales and customer service requests calls and emails. Will perform functions which will help drive sales revenue and enhance the customers experience within the Sales & Marketing department. Deals directly with the customers to confirm which products they would like to have a quotation generated for. Acts as the front-line response with the customer to understand the exact nature of their product / service request and to determine which department or individual is responsible for resolving it. Tracks problems through the company to ensure that complex issues are being expeditiously diagnosed and corrected. Keeps clients informed of progress of their purchase orders and notifies them with timely, pertinent updates.Role - Typical DutiesHandle incoming enquiries (telephone, email, text, fax, mail) for the Company.Respond in timely fashion to both Sales & Customer Service enquiries.Prepare and issue quotations for routine requests/enquiries.Log/track enquiries & quotations in Sales Funnel using Microsoft Dynamics CRM.Monitor outstanding sales quotes/ enquiries, conducting follow-up sales action as required, and expedite orders.Enter Sales and Customer Service Purchase Orders into DBA (ERP). Process sales orders & monitor to delivery, conducting follow-up action as required or directed to ensure optimum customer service.Liaise with customers regarding delivery times.Responsible for maintaining and communicating monthly sales forecasts to Commerical Manager and Vice-President of Sales & Marketing.Responsible for communicating customer service requests to either Commercial Manager or Aftersales Service Manager.Develop and maintain product knowledge through on-going training.Maintain office records and filing system.Plays the role of customer champion in the company when customer problems occur and ensures the relationship with the customer will be strong in the future.Maintains an automated system for tracking and reporting on significant problems. Updates the system as the problem moves through the various stages of resolution, including specifying the action being taken by various internal departments.Other duties as required.Skills and Training RequiredDemonstrable experience in a sales environment.Training with Microsoft Dynamics CRM and ERP is an asset.Educational background in Business Administration, Marketing, Commerce or similar.1-2 years of customer support experience in technology companies.Exceptional listening, questioning and analytical skills.Ability to provide clear, concise instructions and explanationsExcellent interpersonal skills and the ability to rapidly establish rapport with customers.The ability to create trust and build strong, enduring relationshipsStrong organization and prioritization skills.Proficiency in MS Office (Outlook, Excel, Word, and PowerPoint).Highly self-motivated and able to work independently. Effective at using automated tools to track and report on problems.Strong English language and multi-language (Arabic, Spanish, French) is an asset.ICOR believes in the benefits of a diverse workforce and is committed to equal opportunity and affirmative actions. We pride ourselves on hiring and developing the best people, without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally recognized protected basis prohibited by applicable law. For those applicants with disabilities, if you require reasonable accommodation in searching for a job opening or submitting an application, please contact us by calling (613) 745-3600 ext. 224. All employment decisions are solely based on the applicant's qualifications as they relate to the requirements of the position.