Sales Support Representative

The iSales Specialist plays a key role in supporting sales teams by managing submissions, coordinating customer requests, and ensuring data quality in the systems. They act as a central point between sales teams, internal teams, and customers to facilitate the sales process and contribute to an optimal customer experience.

The incumbent must demonstrate a comprehensive understanding of the end-to-end sales process, including the impact of their actions on different stages of the sales cycle and on upstream and downstream teams.

Main Responsibilities

🔹 Sales and Customer Support

• Create, modify, and validate submissions in internal systems (e.g., CPQ/CRM)
• Respond to various customer and sales representative requests, primarily via email but also by phone
• Manage a shared email inbox and prioritize requests efficiently
• Provide fast, professional, and customer-oriented service

🔹 Opportunity and Case Management

• Track multiple cases simultaneously in a dynamic environment
• Ensure the quality and accuracy of information (pricing, configuration, terms)
• Participate in deal reviews and support strategic opportunities
• Support renewals and specific requests (e.g., service, non-standard, demo)
• Ensure that opportunities and submissions provide clear, complete, and reliable visibility to the planning team and collaborate with sales teams to improve it
• Collaborate closely with teams: Sales, Products, Customer Experience, Operations/Planning, and more

Desired Profile and Experience

• Experience in sales support and submission
• Excellent ability to provide high-level customer service
• Knowledge of tools such as CRM, CPQ, or SAP (asset)
• Strong interest in technology, technical products, and artificial intelligence (AI)
• Understanding of the complete sales cycle and its impact on internal teams
• Good understanding of the importance of forecasting and planning in the company's overall performance
• Ability to thrive in a fast-paced, multitasking, and multi-case environment
• Excellent priority management and deadline adherence
• Team spirit, collaboration, and coordination
• High intellectual curiosity, willingness to learn, and develop technical knowledge
• Professional maturity, autonomy, and sense of responsibility
• Strong motivation and sense of initiative (“drive”)
• Ability to challenge decisions or practices constructively
• Bilingualism (French/English)

Assets

• Experience in a technological or manufacturing environment
• Spanish (international context)
• Knowledge of tools such as Power BI
• Basic knowledge of incoterms

English proficiency is required for this position, as its responsibilities involve frequent oral and written exchanges with clients, partners, suppliers, or colleagues located outside Quebec.

EXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.