Customer Experience Representative

2 weeks ago

Burnaby, Canada Mustang Survival Corp. 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.

**WHAT WE OFFER**

We estimate the salary range for this position to be between $45,000 and $53,000 annually. Additionally, we offer extended health and dental benefits, Group RSP with employer matching, a generous bank of wellness days, and industry perks. The final agreed upon salary may vary based on factors such as job-related knowledge, skills, and experience.

**WHAT WE ARE LOOKING FOR**

**RESPONSIBILITIES**

CUSTOMER SUPPORT
- Acquire general working knowledge of Mustang Survival products & technologies to effectively field customer inquiries and develop internal support network to assist with complex questions.
- Acquire broad knowledge of Customer Service procedures across all market categories (Military, Industrial, Public Safety, and Recreation)
- Using ZenDesk, you will prioritize and manage phone calls and tickets as they relate to orders and inquiries.
- Effectively assess customer needs related to products, orders, payments, logistics, etc. and proactively manage using a positive, helpful approach.
- Strive for excellence with every customer engagement.

ORDER & ACCOUNT PROCESSING
- Processes all internal and external customer orders (product, repairs, and services) using Net Suite, Zen Desk, and other platforms.
- Provide order confirmations and expected delivery information in a timely manner.
- Proactively communicate order status and available inventory information, along with other information important to the customer.
- Support Accounts Receivable by communicating with customers regarding account balance status and helping finance resolve any account issues using QuickBooks.
- Coordinate the timely entry and delivery of orders by reaching out to customers and internal team members to resolve any issues or questions.

SALES SUPPORT
- Provide quotes in accordance with company policies and pricing information
- Use customer interactions to identify opportunities for increasing sales (e.g. add-ons or up-sells)
- Assist the sales reps and managers with new account processing.
- Support evaluations of customer satisfaction

**REQUIREMENTS**
- Grade 12 graduation with related post-secondary education.
- 2+ years of experience in customer service and order entry.
- Strong command of English, both written and verbal.
- Familiarity with order entry, phones, and ticket management.
- Team player, willing to engage actively in tasks.
- Good organizational skills and ability to manage heavy workloads.
- Proficient in computer use and quick to learn new systems.
- Experience with Order Management software is an asset.
- Strong problem-solving skills and a commitment to doing what is right.
- Ability to work independently and collaboratively.
- Strong customer service orientation.
- Positive attitude and commitment to deadlines.
- High level of personal initiative and energy.
- Experience in retail or the marine/outdoor industry is an asset.
- Participation in activities related to our products is an asset.

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