Export Advisor

To view a detailed Work Description, please open the attached document.

Export Advisor

CCC-3

Please note: Employee must be able to work in a hybrid work environment with minimum 2 days/week in office - Ottawa, ON.

What will your typical day look like?

You’ll monitor and triage all incoming new customer inquiries in support of CCC business growth objectives. You’ll connect with Canadian businesses looking for services to support them in their export journey. You’ll be the first line of contact for all general inquiries and delivery of simple advisory services for the Customer Acquisition team. You’ll work closely with colleagues in the Customer Acquisition team on planning, execution, and measurement of outreach activities and with the broader Marketing team to support the Voice of Customer program.

About the team

The Export Advisor reports to the Director, Customer Acquisition and Outreach. As an integral part of the Customer Acquisition team, you’ll collaborate with other team members to refine the team’s business processes and the micro services the team offers under the banner of Advisory Services. As part of Customer Acquisition, you’ll build relationships with business partners in Business Development (International Prime Contractor program) and Operations/Contract Structuring (U.S> DoD Prime Contractor program) to better serve new customers and to smoothly hand over companies ready for those programs. As back up for the Voice of Customer program you’ll work with the VOC Project Manager and the Senior Director, Communications and Marketing.

About the role

In collaboration with colleagues and agencies, the Export Advisor:

• Monitors, triages, and logs inquiries (website, emails, calls, events) as Leads.
• Responds to inquiries and redirects those that are not prospects for our products or services to other suitable resources within the Government of Canada (No Wrong Door).
• Responds to partner inquiries and escalates partner inquiries related to MOUs and buyer needs to Senior Director, Global Business Development Operations and other partner inquiries to Director, Customer Acquisition and Outreach.
• Onboards prospective customers with Customer Discovery Calls and identifies which Advisory Services (GBOF, Intl Prime, US DoD Prime) and which program referrals (ISED, TCS, EDS, BDC) should be offered to meet their needs.
• Builds U.S. DoD Prime Contractor and International Prime Contractor program expertise to respond to simple inquiries from Canadian exporters, delivers related micro-services to incubate prospects, and refers complex inquiries for U.S. DoD Prime Contractor program to Contract Structuring (U.S. DoD) or for International Prime Contractor program to Senior Export Advisors.
• Builds Government of Canada partner services expertise to be able to offer referrals to appropriate programs to customers.
• Supports Customer Acquisition outreach event planning to maximize prospecting results and recommend events for CAT participation.
• Supports Director, Customer Acquisition reporting on outreach, inquiries, onboardings, incubations, and leads handed over to Operations/Contract Structuring and Business Development teams.
• Supports Customer Acquisition team data migration of inquiries from Smartsheet to Dynamics CRM.
• Supports Voice of the Customer program by assisting with Customer Satisfaction (CSAT) interviews at key milestones in their CCC customer journey.
• Adheres to the CCC Policy Suite and related procedures and instructions.

Enough about us, let’s talk about you

• You have a university degree, from a recognized institution, in communications, marketing, or a related field or an acceptable combination of education, and/or related work experience.
• You have a minimum of three (3) years of related experience, preferably in a Crown corporation or professional services firm.
• You have excellent writing, proof-reading, and editing skills with attention to detail.
• You have experience communicating in writing and verbally with prospects and customers.
• You are highly organized and have experience managing multiple customer accounts simultaneously.
• You have demonstrated highly developed judgement and can identify customer and communications issues as they emerge.
• You prioritize tasks based on relative importance and urgency, thrive under pressure, and can effectively and professionally handle issues that arise each day.
• You are interested in working with Canadian exporters and foreign government buyer audiences.
• You are committed to on-going learning and education.
• You are Bilingual (French) C-B-C Imperative

Competencies:

Delivering Results: Focuses efforts on achieving high quality results consistent with CCC’s standards

Business Perspective: Uses their understanding of business issues, processes and outcomes to enhance the Corporation’s performance

Client Focus: Provides service excellence to exporters and buyers as part of CCC’s value proposition

Values and Integrity: Demonstrates CCC’s values and ethics in personal behavior and integrates these into corporate and branch policies and practices; Treats others fairly, honestly and respectfully, furthering the integrity of CCC and its relationships of trust with the broader community

Collaboration and Influencing: Uses understanding of competinginterests to maneuver successfully to a win/win outcome

Leadership and Developing Others: Assumes a leadership role in helping others achieve excellent results