Inside Sales and Customer Support Specialist

INSIDE SALES & CUSTOMER SERVICE REPRESENTATIVE

Job Type: Permanent

Available Locations: Ottawa

Leading the charge of developing cutting edge hardware systems.

Collaborative and highly skilled cross-functional team.

Shaping the future of computing in key industries, turning ideas into reality.

That is what we do at J-Squared.

Are you passionate about using disruptive technology to solve problems previously unachievable? Are you excited about the latest innovations that are allowing us to create more powerful hardware in smaller form factors? Do you like getting your hands dirty while driving results and collaborating with colleagues? If this interests you, then we have an opportunity waiting for you!

What will your typical day look like?

As an Inside Sales & Customer Service Representative, you will report to the Operations Manager. You will work with a cross-functional team, including account managers, technical support, and operations to grow sales, manage inbound customer support issues via our ticketing system, and support the customer to ensure success and satisfaction.

Specifically, your responsibilities will include:

1. Customer Engagement:

• Respond to customer inquiries via phone, email, or other communication channels promptly and professionally.
• Proactively engage with existing and potential customers to understand their needs, address questions, and provide solutions that align with our product offerings.
• Build and maintain strong customer relationships to foster long-term partnerships and customer loyalty.
• Follow up on leads and opportunities generated through marketing campaigns or referrals.

2. Customer Support & Ticket Management:

• Receive, triage, and manage inbound customer support tickets, ensuring each issue is accurately categorized, assigned, and tracked through to resolution.
• Communicate ticket status and resolution timelines to customers in a clear, professional, and timely manner, setting appropriate expectations at every stage.
• Escalate complex or unresolved issues to the appropriate technical support or engineering teams, maintaining ticket ownership and following up to ensure closure.
• Monitor open ticket queues to identify trends, recurring issues, or at-risk accounts, and proactively flag patterns to the Customer Support Manager.

3. Sales Support:

• Collaborate with account managers to assist in developing and implementing sales strategies and initiatives.
• Assist account managers and work with senior sales leadership to determine optimal sale price for quotations.
• Prepare and submit sales quotations and proposals, ensuring accuracy and timely delivery to customers.
• Proactively check the open backlog report (weekly basis).
• Manage supplier information in SAP (e.g., price lists, min order quantities, registration programs, discount, product obsolescence notifications, policy changes).

4. Order Processing and Documentation:

• Process sales orders efficiently and accurately in the company's sales management system, and respond to customers with PO acknowledgement.
• Place purchase orders with manufacturers, and make sure to receive the confirmed ship dates in a timely fashion.
• Maintain up-to-date and organized sales records, including customer information, sales activities, and communication logs.
• Coordinate with various internal teams, including production, logistics, and finance, to ensure timely delivery and smooth order fulfillment.
• Expediting orders with vendors as necessary and communicating delivery date changes to customers.

5. Market Research and Intelligence:

• Stay informed about industry trends, competitors, and market developments to provide insights for sales strategies and product improvement.
• Gather feedback from customers and relay relevant information to the product development team to enhance our offerings.
• Maintaining updated knowledge of J-Squared’s products and services.

6. Reporting:

• Prepare regular sales and customer support reports and performance metrics for sales leadership, highlighting progress toward sales goals, ticket resolution rates, key achievements, and challenges.
• Utilize data analytics to identify areas of improvement in both sales and customer support processes, leveraging ticket data and trends to drive data-driven decisions.

7. Team Collaboration:

• Work closely with the external sales team, technical support, engineering, and product development departments to ensure alignment and support in achieving company objectives, including smooth handoffs of escalated customer issues.
• Contribute actively to sales and support review meetings, providing input on market insights, customer feedback, and recurring support issues that may inform product or process improvements.

8. Continuous Improvement:

• Seek continuous professional development to enhance product knowledge, sales techniques, customer support best practices, and industry understanding.
• Provide suggestions and ideas for process improvements and contribute to the overall growth and success of both the sales and customer support teams.

About Our Team

J-Squared has over 30 years of experience excelling in operationally demanding performance environments. Our ruggedized products and solutions are innovative, needs driven, and focused on quality and reliability. Our Octagon Systems line of products is a global leader in rugged computer systems built for use in extreme environments such as mining, military, transportation, and marine. We architect and manufacture systems that work no matter what.

J-Squared’s significant growth has resulted in the company expanding its team to meet this increased demand.

Enough About Us, Let’s Talk About You

For a candidate to be successful in this role, the key qualifications include:

• Bachelor's degree in a related field is preferred.
• 3 or more years’ experience in inside sales, customer support, or related fields, preferably in the electronics hardware or OEM industry; experience managing support tickets or working within a helpdesk or CRM environment is a strong asset.
• Experience using ERP software such as SAP (preferred), Oracle, etc.
• Experience using CRM and/or ticketing software such as JIRA Service Management, Zendesk, Freshdesk, Salesforce Service Cloud, Trello, Pipedrive, or similar platforms.
• Proficient with basic office computer skills (Microsoft Word, Excel, Outlook; Google Suite)
• Ability to collect, track, and analyze large amounts of data

Additionally, we are looking for someone who is:

• Highly motivated and energetic
• Strong problem-solving skills and strategic thinking ability with a customer-centric mindset
• Demonstrated empathy and de-escalation skills, with the ability to handle sensitive or frustrated customer situations with patience and professionalism
• Ability to work in a fast-paced environment and multi-task effectively
• Excellent team player with strong communication and collaboration skills
• Great attention to detail and organizational skills
• Able to obtain and maintain a positive Controlled Goods Assessment

Take The Next Step

Please submit your application to this LinkedIn post. We would like to thank all applicants for their interest, however, only candidates under consideration will be contacted.

J-Squared respects the dignity and independence of people with disabilities and provides accommodation and support to persons with disabilities throughout any recruitment process, once made aware of a need for accommodation. If you require any special accommodation or support during the recruitment process, please indicate so in your application.