Escalator Customer Care Coordinator

GENERAL ACCOUNTABILITY

The Customer Care Coordinator is responsible for all aspects of internal sales such as generating new business through cold calls, responding to customer telephone and written inquiries regarding Draka EHC product selection, placement of orders, requests for prices and quotations, complaints, concerns, and requests for literature. Analyzes individual solutions and ensures customer needs are met. Provides follow-up and initiates correspondence. Processes customer orders. Accesses, updates, and maintains customer databases and record keeping systems for individual accounts.

Major Responsibilities

1.0 Customer Service & Sales

Maintains customer satisfaction by establishing rapport with customers and others in a position to help meet customer needs Generates new business through cold calling, evaluating customer needs and offering product and service solutions. Follows up on leads provided and seeks out new leads through industry publications, customer trip reports by Outside Sales Reps, and other means possible. Resolves product and service problems by researching the situation; identifying alternate means of filling customer needs; recommending solutions Provides Customer and Product Information Kit (such as drawings, product datasheets, and price lists) and other related literature as required. Some travel may be required for association events to establish and maintain customer relations. Responds to customer concerns &/or complaints regarding products or services by assuring them their concerns are noted, are high priority and will be acted on quickly. Keeps Sales Manager fully up to date on all customer / product concerns, and progress, or lack thereof on outstanding customer / product issues. Actively seeks out all opportunities to learn and increase understanding of elevator and escalator design, makes, models, operation and the many replacement parts required to service them. Is a key member of a small, dynamic team and from time to time maybe called upon to wear many different hats in response to periods of high customer demand Ensure all customer information is entered into our ERP System (LN/SAP) and that all new customer details are collected and entered prior to quote them for the first time.

2.0 Quotes

Prepares quotes and all other required data in order to meet customer requests, inquiries and to secure the opportunity for supplying EHC services. Forwards technical specifications and drawing to the customer as requested top confirm technical details. Responsible for the follow up on outstanding quotes.

3.0 Receiving and Shipping of Orders

Enters customer purchase order into LN/SAP, files the order on a daily basis, and confirms price & delivery to customer according to procedure. Using LN/SAP, determines which EHC facility will supply product and confirms delivery schedule & shipping details with customer. Makes certain and when necessary, help customers understand their needs and uses all available resources to confirm the customers requested product will properly meet their needs. Uses LN or other ERP systems, and other internal systems to ensure order details are fully communicated and correctly executed. Takes extra care to make sure priority shipments and special requirements and/or instructions are fulfilled as promised. Acts as the pivot point of contact between the customer and the manufacturing and invoicing entities of Prysmian (Draka EHC). Makes sure that all communication is prioritized, in order to not cause delays in production, shipping or customs clearance at the customer’s end.

Responsible for validating SOS and other orders have been shipped on the original commitment date. Provides customers with the shipping information to aid in tracking their shipment. Processes intercompany and transfer orders. Negotiates best possible lead-times with Scheduling to ensure customer needs are met. Validates with the customer the correct application for the escalator unit. Responsible for insuring all goods and administration of all claims. Monitor’s progress of equipment manufacture to ensure delivery date is met. Provides back up support to the Service Department to assist with customer calls, order entry and general customer service as required. Manages orders in accordance to style forecasts and works with the Scheduler and Production Department to ensure customer needs are met. Provides training and ongoing support to other staff as requested for sales desk support. Other related duties as required.

4.0 Reports

Maintains filing system for all day-to-day documentation, purchase orders, and purchase receipts, and various procedures and notices issued by Head Office in Oshawa. As requested, generates reports and provides data for other internal and external reporting and presentation purposes.

5.0 HEALTH, SAFETY AND INTEGRATED MANAGEMENT SYSTEM

Maintains a safe and healthy environment by following EHC Health & Safety policies and procedures and complying with current Health & Safety legislation. Follows EHC’s Integrated Management System (IMS) procedures to reduce impacts to the environment. Maintains quality service by following EHC standards and ISO procedures

6.0 Team Work

Contributes to team effort by accomplishing results on a timely basis

KEY ATTRIBUTES

• Intermediate Fluency of Spanish and Portuguese as a second language is required. Fluency in French would also be considered an asset.
• General knowledge of the lift industry would be considered an asset.
• Completion of a college diploma in Business/Sales/Marketing is preferred.
• Ability to work with diverse cultures
• Technical aptitude is desirable
• Two years experience in a sales environment processing customer orders or data-entry experience is required.
• Ability to write and communicate verbally in a professional business manner in Spanish and English.
• Working knowledge of ERP Systems (SAP), Excel, Word, Outlook

Prysmian Group, as an Equal Opportunity Employer, aims to attract and recruit individuals with diverse backgrounds, skills and abilities, who will enhance the quality of service and contribute to the Group’s success. Prysmian Group is committed to the development of an organization that prioritizes talent, where people feel respected, appreciated and free to fully express their human potential. Prysmian Group strongly believes that diversity drives meritocracy and brings significant value at all levels of the organization, increases the possibility of capturing market opportunities and maximizing value for our customers and shareholders. Prysmian Group bases its decisions on principles of equality, with evaluations based on the type of position and with a focus on best practices so individuals succeed based on their efforts and skills and their alignment with applicable job requirements.
Line Managers, Hiring Managers, HR Corporate and HR Local are responsible for ensuring that diversity and inclusion are respected during the recruiting process. Unconscious bias and stereotypes must not influence our selection processes. We look for the best candidates and for the real value they can bring into the organization. We value meritocracy. We value diversity. We turn off our bias. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, disability, military service and veteran status, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by applicable federal, state or local laws. Prysmian will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business.
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