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 whats 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
We are seeking a Customer Experience Representative eager to actively contribute to supporting our customers. The successful candidate will deliver professional and timely customer support for Mustang Survival products across various market categories. This involves gaining product and service knowledge, managing inquiries via phone and email using Zen Desk, and processing orders and accounts with Net Suite and QuickBooks. Additionally, responsibilities include providing order updates, supporting sales with quotes and new account processing, and ensuring excellence in customer engagement.
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)
- Provide professional, timely and knowledgeable service to our online customers through multiple communication channels, including phone, email.
- Using ZenDesk, you will prioritize and manage phone calls and tickets as they relate to orders and inquiries.
- Respond to customer email inquiries including, technical questions and dealer locator.
- Managing incoming customer inquiries through telephone and email.
- 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.
- Excellent interpersonal skills for building relationships in person, via email, and over the phone.
- 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.
