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Account Specialist (6 months)

Location: Kanata, ON, Canada
Date Posted: 15-06-2017
Account Specialist (Temporary/Contract)                                            REQ#5719

Position Overview

The Account Specialist is responsible for providing Entrust Datacard’s internal and external customers with a highly reliable customer service experience.  The position requires the use of independent judgment to:  build customer relationships, manage all assigned customer projects and orders; interpret and apply Entrust Datacard business practices and systems; troubleshoot and resolve all customer satisfaction issues. 
Our colleagues demonstrate best in industry experiences by building trust with our customers and providing efficient and timely results for our customers.

  • Single point of contact for pre/post sale project activity, providing status updates to customers and Sales.
  • Proactively manage all orders from receipt to closure.
  • Provide customer order management and issue resolution including, but not limited to:
o   Independent interpretation of pricing, returns and channel sales guidelines
o   Decision making on currency, duty, tax and freight cost issues for all export orders, including any specific documentation requirements
o   Recommend product configurations and substitutions
o   Validate warranty and service-contract coverage of products
o   Manage software license renewals
  • Identifies researches and resolves customer questions and inquiries
  • Addresses opportunities for process and/or system improvements to enhance the customer experience.
  • Serves as a liaison between customers and non-customer facing colleagues to ensure timely, appropriate transfer of information and response to inquiries.  Accurately documenting inquiries into proper databases and routes to appropriate support teams (Case Management).
  • Manage partner contracts and inventory requests through dedicated Partner Portal.
  • Meet or exceed Account Specialist performance standards and metrics with a focus on quality, accuracy and timeliness. 
  • Demonstrates professional demeanor in all work-related interactions.
  • Ability to work independently and in a team environment, collaborating with colleagues as needed to manage workload.
Basic Qualifications:    
  • High School Diploma/GED, Associates Degree or equivalent combination of work experience and education
  • Minimum 4 years Customer Service experience
  • Experience with any ERP system such as Oracle EBS, Siebel, SAP
  • Experience with order management and/or service management
  • Experience in a service or manufacturing environment utilizing integrated business systems.
  • Proficiency with Microsoft Office
  • 40 WPM on full keyboard utilization
  • Able to work the hours of 9am – 5pm or 10am – 6pm
Preferred Qualifications:
  • Bachelor’s degree in Business
  • Customer Service experience in a business to business environment
  • Proficiency with Salesforce.com
  • Fluency in other language(s)
About Entrust Datacard
Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.
Join us. Together we’ll create solutions for a more connected, mobile and secure life.
For more information, visit www.entrustdatacard.comFollow us on Twitter, YouTube and LinkedIn.
Entrust Datacard encourages applications from all qualified candidates.  Contact Nicole Mair at nicole.mair@entrustdatacard.com or 613-270-3490 if you need accommodation at any stage of the application process or want more information on our accommodation policies.
Entrust Datacard Corporation is an EOE/AA/Veteran/People with Disabilities employer.
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