Customer Experience Representative

2 weeks ago

Burnaby, British Columbia, Canada Wing Group Full time $45,000 - $53,000

Job Details
Job Location:    Mustang Survival Burnaby - Burnaby, BC
Position Type:    Full Time
Salary Range:    $ $ Salary/year
Job Shift:    Day
Job Category:    Customer Service

Description

WHO WE ARE

The Wing Group is a global leader in engineered solutions for demanding environments, bringing together a portfolio of trusted brands including Wing Inflatables, Mustang Survival, Henshaw Inflatables, Patten Company, and FabTek Industries. Across defense, marine safety, law enforcement, and industrial sectors, we design and manufacture mission-critical inflatable, flotation, and survival solutions that professionals trust to perform when it matters most.

From combat-ready rigid inflatable boats and inflatable structures to life-saving flotation devices and marine apparel, our products are engineered and tested to exceed the highest standards of safety, durability, and performance. With U.S. and Canadian-based manufacturing and a collaborative, hands-on culture, The Wing Group delivers purpose-built solutions for the world's toughest environments. Join us in advancing safety, performance, and innovation—on the water and beyond.

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

As a Customer Experience Representative, you will be the first point of contact for customers across recreational, public safety, military, and industrial markets. You will help people get the most out of our products through effective, professional, and knowledgeable support — while developing your skills in a purpose-driven environment. 

RESPONSIBILITIES 

CUSTOMER SUPPORT

  •  Become a go-to expert on Mustang Survival products and technologies. 
  • Deliver timely, professional support via phone and email using our technology platforms (Zendesk, NetSuite, Microsoft 365). 
  • Manage inquiries related to orders, product information, payments, and logistics. 
  • Provide clear, helpful responses to technical questions. 
  • Prioritize and resolve tickets with empathy, accuracy, and a can-do attitude. 
  • Ensure every interaction reflects our commitment to customer satisfaction. 

ORDER & ACCOUNT PROCESSING

  • Process orders, repairs, and service inquiries using Zendesk, NetSuite, and related tools. 
  • Proactively send order confirmations and delivery updates. 
  • Communicate inventory status and resolve order issues in collaboration with internal teams. 
  • Support Finance team with account balances and payment inquiries. 
  • Ensure smooth order flow by coordinating with Sales, Operations, and other departments. 

SALES SUPPORT

  • Prepare quotes and assist with new account setup. 
  • Identify upselling and add-on opportunities during customer interactions. 
  • Support the Sales team with order book management and communication. 
Qualifications
  • 2+ years in a customer-facing role (retail, wholesale, hospitality, call center, etc.). 
  • Strong written and verbal communication skills in English. 
  • Experience using phones, email, and ticketing systems (Zendesk experience is an asset).
  • Familiarity with CRM or ERP systems like NetSuite.
  • A team player with a positive attitude and a passion for helping people. 
  • Bonus: Experience in the marine or outdoor industry — or a love for the outdoors. 

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