Customer Experience Representative

Location

Burnaby, BC | Canada

Job description

WHO WE ARE

Mustang Survival is a division of The Wing Group of Companies. The Mustang Survival brand represents leading edge extreme environmental protection for elite users including rescue workers, coast guard, fighter jet pilots, fishermen, sailors, paddlers, and even NASA astronauts. Our mission is bold, "We Save Lives for a Living", and requires courageous leaders. If you want a career that is challenging, energizing, and rewarding, come join us to push the boundaries of survival technology to deliver the ultimate user experience on the water through inspired technical solutions.

WHAT WE OFFER

Mustang Survival offers a competitive wage of $43,000 - 56,000 CAD. Note: the posted salary ranges are estimates and actual salary may vary depending on the experience of the candidate. As part of our total rewards package, we offer: group RRSP matching, comprehensive health and wellness benefits such as Vacation and Wellness days, Employee Family Assistance Programs, and a Healthcare Spending Account.

OBJECTIVES

The Customer Experience role has the responsibility for coordinating team efforts that align with corporate objectives and key results. As part of the Customer Experience team, you demonstrate a high level of success with both internal and external customer engagement, order and ticket management, improvement of overall efficiency. You also continuously seek opportunities to elevate the customer experience for our clients at Mustang Survival.

SPECIFIC RESPONSIBILITIES

CUSTOMER SUPPORT

• Acquire general working knowledge of Mustang Survival systems, applications, and products to effectively field customer inquiries and develop a high level of competency with the phone/ticketing system.
• Acquire broad knowledge of Customer Experience procedures across all market categories (Government, Military, Industrial, Public Safety and International).
• Provide professional, timely response to incoming inquiries through various communication channels; phone, email, or Zendesk ticketing system.
• 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.

EDUCATION & EXPERIENCE:

• Grade 12 graduation along with related post-secondary education
• 2+ years related experience in a customer service
• Previous experience working for outdoor garment manufacturer considered an asset, but not required
• E Commerce experience with Shopify or related application an asset, but not required

REQUIRED KNOWLEDGE, SKILLS AND 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.

Job tags

Salary

$43k - $56k per year