Customer Support

We are a growing team based in Vancouver, BC, Canada, seeking dedicated professionals to work remotely. We are seeking a passionate and client-oriented Customer Support to join our team in the custom printing and packaging industry. In this role, you will enhance our Customer Support Team by developing product knowledge and business logistics expertise to deliver exceptional before and after-sales support.

You will build and maintain positive client relationships by addressing inquiries regarding sales orders and the after-sales experience. Additionally, you will collaborate with our sales team to monitor the after-sales process, escalate potential issues and cultivate new sales opportunities.

On a day-to-day basis, you will be expected to:
- Proactive Client Outreach: Provides comprehensive customer support, including product and service information, payment and shipping policies, and after-sales assistance.
Initiate contact with potential clients through calls and emails to introduce our products and services.
Craft personalized messages highlighting the advantages of VPP’s packaging solutions and demonstrating how they cater to the specific needs of the target audience.
Conduct after-sales follow-ups with existing clients to ensure their satisfaction and address any potential concerns.
- Client - Relationship Management: Build rapport with prospects and clients through engaging communication, maintaining professional relationships, and ensuring client satisfaction.
- Sales Support: Work collaboratively with the sales team to develop strategies for sales pitches, draft quotes (RFQs), and use sales strategies and techniques to follow up with leads and inquiries. Identify opportunities to close or advance the sales process.
- Data Management and Report: Maintain accurate records of client interactions and sales activities using our CRM tool (ZOHO), ensuring an organized and efficient workflow.
- Track and report on sales metrics, contributing to the continuous improvement of sales processes.

Primary responsibilities include but not limited to:
- Responsible to drive individual territory growth and development
- Handle escalated service and account management issues, including problem/issue triage and escalation; recognize the impact and determine when to escalate; ensure clear and effective communication throughout the support cycle and provide end-user assistance where required.
- Follow up on customer orders, prospects within existing account base
- Updates contact database and logs relevant information
- Communicate regularly with management regarding new sales opportunities

Qualifications:
- Minimum of 3-5 years experience in Sales industry and/or a customer support role while handling account management escalations with proven track record.
- Familiarity with the sales cycle, lead generation techniques, and a strong understanding of sales strategies.
Ideally experience and connections in the food or packaging supply industry.
- Proficient in Microsoft Office, Google Workspace, and CRM systems (preferably ZOHO).
- Experience in a multi-channel environment (Phone/Chat/Email/Social)
Excellent verbal and written communication skills in English, with a clear and professional phone presence.
- Ability to multitask, attention to detail, and time management are essential
- Self-Motivated: Ability to work independently, prioritize tasks effectively, and manage complex priorities with minimal supervision.


Why Join Us?

- Remote Work Flexibility: Enjoy the benefits of working remotely while contributing to a dynamic environment.
- Impactful Role: Play a crucial role in driving our sales growth and expanding our market presence.
- Company culture: We pride ourselves on fostering an open-minded, respectful, and multicultural environment where every team member's voice is valued. By joining us, you'll be part of a supportive team that encourages growth, collaboration, and a shared commitment to excellence.
- If you are passionate about sales, eager to take on new challenges, and ready to make an impact, we want to hear from you!

Hours and compensation:
9am-5pm PST Monday to Friday, excluding Canadian weekends and BC/Stat Holidays.
Training will be provided.
After completing one year of service with us, team members become entitled to compensation for Canadian BC Statutory holidays at their current hourly rate.
Moreover, team members gain a performance-based year-end bonus as an extra incentive.

Applicants are kindly requested to include their cover letter and resume, and any relevant work samples and references for a proven record with their application. Submissions lacking a cover letter or resume will regrettably not be considered. We appreciate all of those who apply, however only those applicants chosen for an interview will be contacted.