Customer Experience Representative

2 weeks ago

Burnaby, Canada Mustang Survival Full time

**WHO WE ARE**

At Mustang Survival, our vision is to enable the ultimate on-water experience. We seek to become the pinnacle waterlife brand by offering authentic, innovative product solutions that instill confidence and trust in our consumers. We require talented, motivated, inspired individuals at all levels of the organization to ensure that we remain true to what we stand for. If you are someone who has curiosity, passion for excellence, and a desire to drive innovative product solutions, come and join us to push the boundaries of what’s possible in delivering the ultimate water life user experience.

**OBJECTIVE**

The Customer Experience role has responsibility for coordinating team efforts that align with corporate objectives and key results. As the Customer Experience team, you demonstrate a high level of competency in the teams efforts to achieve successful results with both internal and external customer engagement, order and ticket management, improve overall efficiency, and continuously seek opportunities to elevate Mustang Survival’s Customer Experience Team’s customer experience.

**STRUCTURE**

The Customer Experience reports to the Manager, Dealer Services

**SPECIFIC RESPONSIBILITIES**

**Customer Support**
- Acquire broad knowledge of Customer Experience procedures across all market categories (Government, Military, Industrial, Public Safety and International).
- Develop strong internal relationships with various working groups and resource areas such as Engineering, Supply Chain and Product Managers to gain basic understanding of different functional areas in order to facilitate collaborative support between all teams
- Proactively assess customer needs related to products, orders, payments, logistics, etc and proactively manage using a positive, helpful approach.
- Support professional, respectful communications with our dealers, sales representative, and sales managers to facilitate a positive experience.
- Effectively problem solve and make recommendation for solutions.
- Develop strategies for effecting positive change and lead initiatives to implement process improvements.
- Strive for excellence with every customer engagement.

**Order & Account Processing**
- Develop strong working knowledge of order processing and account management for all internal and external customer orders (product, repairs and services) to support the CX Team.
- Coordinate and support timely order entry by reaching out to customers and internal resources to help resolve any issues promptly.
- Provide order confirmations and expected delivery information in a timely manner.
- Proactively communicate order status and available inventory information, as well as customer notifications regarding any changes.
- Support Accounts Receivable and as required support customer communications regarding account balance status, forwarding customer account statements as requested, assisting finance to resolve account issues, processing credit card payments and supporting invoice distribution to customers.
- have a strong attention to detail, including accurate data and order entry skills

**Sales Support**
- Provide quotes in accordance with company policies and pricing information
- Develop and lead initiatives to support the sales reps and managers with new account processing and any special documentation requirements.
- Support evaluations of customer satisfaction and work with Sales and the CX Team to improve standings when necessary.

**QUALIFICATIONS**
- Grade 12 graduation along with related post-secondary education
- 2+ years related experience in a customer service environment
- Previous experience working for outdoor garment manufacturer considered an asset, but not required

**REQUIRED KNOWLEDGE, SKILLS & ABILITIES**
- Strong verbal and written business communication skills, with full command of the English language. Additional languages an asset: French and Spanish.
- Excellent organizational skills with the ability to prioritize and coordinate workloads for self and a team.
- Good computer knowledge and working knowledge of Microsoft Office suite and Net Suite.
- Strong problem-solving aptitude with commitment to do the right thing.
- Ability to balance autonomy and collaboration.
- Retail experience in the marine and/or outdoor industry is an asset.
- Positive attitude and a strong sense of commitment to deadlines.
- Excellent team player with a high level of personal initiative and energy.

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