Customer Service and Sales Coordinator

Reporting to the Manager of Sales Operations, the Customer Service and Sales Coordinator (CSSC)acts as the first point of contact for all in-bound inquiries, resolves and/or defers queries, interacts with vendors, responds to product inquiries, interfaces with the subscription management applications, assists with daily and monthly financial reconciliation efforts, processes web orders and administers client access to content. The CSSC supports sales efforts for the sales and business development manager and CSP’s sales agent partners in setting up trials, providing usage reports, creating sales reports and territory analysis and assists with the distribution of sales collateral through various channels. The CSSC is one of nine positions in the Business Development &Strategy Group and has no direct reports.

 SPECIFIC DUTIES
 1. Triages and/or resolves by personal follow-up all subscriptions, product, and purchasing issues with clients, ensuring resolution and customer satisfaction. 
2. Liaises with Subscription Management Vendor, distributor, warehouse, and with CSP Finance, and CSP IT, providing support and ensuring effective service to Canadian Science Publishing. 
3. Responds appropriately and efficiently to all product inquiries, nurturing client relationships and identifying clients’ needs. Directing general enquiries to the appropriate audience if not immediately resolved. 
4. Site administrator for subscription management tool (e.g., modify customer records as needed, add society addresses, administer access rights to reports) and web host administration interface(e.g., adding IP addresses or usernames/passwords as required).
 5. Processes orders received through CSP’s website by inputting them into CSP’s order processing software and reconciling payments. 
6. Assists CSP’s finance team with the monthly and daily reconciliation of payments and orders. 
7. Manages the “corporate social responsibility” relationship CSP has with Research4Life. 
8. Assists in the maintenance of client electronic access to content.
9. Manages sales offers and content slices for access control, provides internal support for financial reporting (e.g., PPV and access), and IT where required. 
10. Assists the sales team with conference preparations, uploading booth attendee lists post conference etc. 
11. May take direction from the other managers in the Business Group and supports the highly collaborative and teamwork approach in the group. 
12. Supports the network of sales agents by providing usage reports, distributing sales materials, and setting up and monitoring trials. 
13. Supports the BD team by providing subscription analysis and non-renewed reports by Agentterritory.1
4. Assist in formulating business rules for database management and ensure they are followed.15. Coordinate shipping needs as required by various teams.16. Other tasks or projects as required. 
 
QUALIFICATIONS 
Requirements
 • An undergraduate degree in a related field, or an acceptable combination of education, training and relevant experience. 
• Customer service management experience, possessing excellent customer service skills (tact, diplomacy, discretion, and a positive attitude). 
 
Skills 
1. Excellence in vendor and reseller/agent support experience 
2. Proficiency with MS office software programs (Excel, Word and Outlook). 
3. Demonstrated ability to query databases, analyze large and complex datasets and synthesize and report on findings and trends. 
4. Demonstrated technical proficiency in customer relationship management systems (CRMs like Hubspot, Salesforce etc.) 
5. Proven ability to work independently with customer service problem resolution and recognizes the necessity to escalate issues when appropriate.