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After-sales Systems and Reporting Coordinator

4 months ago

Vancouver, Canada Arc'teryx Full time

**Department**: Commercial - Rebird - Aftersales

**Reports to**:After-Sales Systems Product Owner

**Location**:North Vancouver, B.C.

**Your Opportunity at ARC’TERYX**:

- As the After-Sales Systems and Reporting Coordinator, you play a key role in building and maintaining an unrivaled operations foundation for delivering an exceptional customer experience through after-sales service and a strong product feedback loop. You enable our service teams through the on-going administration and development of our global case management system for service and repair.

**Meet Your Future Team**:

- We are a team of holistic thinking, problem-solvers who support the day-to-day work of service teams around the world, while continuing to develop and evolve scalable solutions for the future. Collaborating with a diverse range of teams from across the company, we help realize the key perspectives of global service teams through project management, data analysis and on-going operational support.

**If you were the After-Sales Systems and Reporting Coordinator now, here are some of the core activities you would be doing**:

- Supporting the global implementation of our case and repair management software, including (but not limited to) UAT testing, workflow mapping, and troubleshooting
- Conducting on-going systems administration including data entry, configuration, user support,
- Creating and maintaining service reporting framework including service metrics, automated reports and dashboards, in collaboration with Analysts and Business Intelligence
- Supporting review and organization of invoices
- Additional tasks as assigned by the Manager, Global Aftersales Operations or After-Sales Systems Product Owner

**Here are some of the things you could be working on in the future**:

- Triaging, organizing, and prioritizing requests and ideas, and making recommendations for future releases
- Creating clear internal presentations and communications to keep impacted teams in the know about plans, changes, and outages at a pre-determined schedule and as needed
- Ad-hoc research related to after-sales product returns trends and on-going improvements of data analysis in support of the product feedback loop
- Understanding and teaching others about global service delivery systems and processes in relation to regional differences and constraints for reporting visibility

**Are you our next After-Sales Systems and Reporting Coordinator?**:

- You have a post-secondary education and 1+ years of experience in a data, reporting, or admin role
- You have experience with Salesforce or similar CRM systems
- You have excellent interpersonal skills and the ability to summarize and express ideas clearly through visualizations, written documents and presentations
- You have experience balancing customer focus with long-term strategic goals and operational constraints, and you take initiative in documenting and presenting opportunities for improvement
- You have excellent communication skills and are confident at distilling complex information in an easily understood, actionable way
- You are proactive in identifying the root cause of issues and developing solutions
- You remain highly flexible and adaptable when faced with ambiguity
- You have strong computer skills (especially Microsoft Excel, Visio and PowerPoint)
- Your passion for your work is paralleled by your passion for getting outside and living it

**Equal Opportunity**

Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.

Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.

All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.

**Design your Purpose. Live our Values.**
- DISRUPTIVE EVOLUTION. Design your future through challenge, experimentation, and inspiration.
- COMMIT. Set and deliver on bold objectives as we collectively raise the bar.
- LIVE IT. Deepen your connection to nature and live your most purposeful life.
- LEAVE IT BETTER. Create a better world, together.