Customer Service

7 months ago

Kitchener, Canada Excalibur Crossbow Canada Inc. Full time

**What Excalibur has to Offer**:

- Early departures on Friday
- Bonus program
- Casual work environment
- Employee benefits
- Voluntary RRSP program with company match
- Excellent employee discount on premium archery equipment and accessories
- Social committee events and activities
- Tuition reimbursement and skills training

Excalibur Crossbow is part of the Pure Archery Group, a leading manufacturer of premium archery products, with worldwide distribution. Current production locations include Oregon, Montana, and Canada, with a distribution/service center in Michigan providing best-in-class service for dealers and consumers.

Consisting of a diverse group of premium archery brands, Pure Archery Group provides accuracy-focused, performance-driven, and durable archery products to customers worldwide. These products include the most accurate compound bows suited for nearly every archer in the Bowtech and Diamond brands, as well as premium crossbows and accessories by Excalibur Crossbow. Rounding out the line are industry-leading archery accessories from Black Gold sights, TightSpot quivers, Ripcord arrow rests, as well as a full line of Octane products.

**Pure Archery Group. An entire company obsessed with accuracy.**

**What you will do**:
The Customer Service and Warranty Lead is responsible for ensuring that excellent customer service and warranty repair is delivered to our customers. The role is a mix of managing and doing - you will be responsible for leading the Kitchener Customer Service & Warranty team, providing customer service, and interacting with customers to answer questions and resolve warranty issues, and assisting with repairs of returned product.

You will also:

- Lead a high-performing team, providing guidance, coaching, and mentoring to ensure optimal performance.
- Responsible for supporting and adhering to company policies and procedures and maintaining a safe and organized department.
- Monitor, develop, and work with the Customer Service Manager to implement team best practices across the Pure Archery Group to increase retention, identify expansion opportunities, and mitigate risk.
- Oversee the resolution of inquiries, complaints, and issues in a timely and efficient manner.
- Handle escalated issues and ensure effective conflict resolution.
- Create and develop reports in Excel and proprietary software regarding the warranty departments monthly progress and product warranty performance highlighting trends and concerns.
- Collect and analyze feedback to identify trends and opportunities for improvement.
- Provide ongoing training for the customer service and warranty team.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
- Maintain regular communication with other departments and collaborate with internal teams to address concerns and improve overall satisfaction.
- Provides hands on support for warranty repairs as required.
- Receive returned product for warranty and update appropriate systems.
- Package repaired product for return shipping, prepare shipping paperwork using shipping software, and arrange for pick up.
- Lead warranty projects as required.
- Maintain the integrity of warranty parts inventory; and perform cycle counts as required.
- Work with other departments to prepare for year end inventory counts and lead the customer service/warranty department in the year end inventory process.
- Monitor and maintain the Excalibur Crossbow Forum.
- Monitor department requirements and work with Human Resources to hire resources as required.
- Monitor department resources and work with the management team to reassign employees to other departments based on seasonality of the department.
- Perform other duties as assigned.

**Do you have what it takes?**
- Proficient with Microsoft Office Suite (Outlook, Word, Excel, Power Point), shipping software (UPS, Canada Post etc.) and ERP Systems.
- Strong leadership skills, excellent customer service and great problem-solving skills.
- Strong verbal and written communication skills: English is required, French would be an asset.
- Must be able to read and understand written materials to follow equipment, production and safety procedures and requirements.
- Must be able to recognize problems and proactively develop countermeasures and solutions be a self-starter.
- Must be able to manage, prioritize, schedule, complete tasks, and respond quickly to changing priorities with mínimal supervision.
- Must be able to work in a team environment and produce results in conjunction with fellow team members.
- Able to promote a healthy and safe culture.

**Qualifications Required Are**:

- Minimum 5 years of experience managing employees in a customer service environment, preferably in a related business (e.g. sporting goods retailer or manufacturer). Experience and interest in archery and or hunting is strongly preferred.

Excalibur is committed to complying with the Accessibility for Ontarians with Disab

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