Sales Escalation Coordinator

Location:

US-VA-Chesapeake

Company:
Canon Info Technology Services

Join Canon Information Technology Services (CITS) as a Sales Escalation Coordinator and play an important role in supporting our Sales Representatives, resolving complex customer concerns, and ensuring a positive customer experience. In this role, you'll bring together several aspects of sales operations to help improve efficiency and effectiveness. You'll provide process guidance and escalation support, work to resolve challenging sales inquiries, and coordinate with internal teams to address return discrepancies and ensure timely refunds.

The ideal candidate is a resourceful problem-solver who communicates effectively, approaches customer concerns with patience and professionalism, and can manage competing priorities while maintaining a strong focus on quality and customer satisfaction.

• Medical, dental, and vision insurance
• Company-paid holidays
• Generous paid vacation and sick leave
• 401(k) with company match
• Tuition reimbursement
• Employee discounts through the Canon Company Store
• Professional development opportunities
• And much more!

This position follows a hybrid work model. Employees are scheduled to work in the office two fixed days per week and may work remotely up to three fixed days per week. Employees also have the flexibility to work from the office during normal business hours on remote-designated days if preferred.

In accordance with applicable pay transparency laws, the hourly pay range for this position is $17.02-$21.35
, plus a shift differential.

• Provide process guidance and escalation support to Sales Representatives to help ensure timely and favorable resolutions to customer inquiries and complaints.
• Negotiate effective resolutions to escalated sales inquiries.
• Assist with enforcing policies and procedures within the sales group.
• Monitor the sales department to identify training needs and opportunities for improvement.
• Coordinate with the Returns Warehouse to resolve return discrepancies and help ensure refunds are issued in a timely manner.
• Maintain accurate records of interactions with the sales team and customers, including inquiries, comments, complaints, and actions taken.
• Promote high levels of customer satisfaction while balancing service quality, efficiency, and productivity.
• Maintain established performance standards for reliability, quality, research and resolution, and learning and growth.
• Perform other duties as assigned.

• High school diploma or equivalent
• Minimum of 2-4 years of experience in a customer service role
• Strong verbal and written communication skills
• Proficiency in research, troubleshooting, and problem-solving
• Patience and empathy when assisting customers and resolving concerns
• Knowledge of computer hardware, software, and operating systems
• Strong attention to detail and accuracy
• Ability to multitask, prioritize, and organize work effectively in a virtual environment

Canon Information Technology Services, Inc.

- The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.

Statement of Policy on Equal Employment Opportunity

Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race, sex, marital status, sexual orientation or affectional preference, color, religion, national origin, age, disability, or veteran status, unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest…