Customer Experience I

Wing Group•Burnaby, BC

2d•CA$45,000 - CA$53,000•Onsite

About The Position

As a Customer Experience Representative I, 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.

Requirements

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.

Nice To Haves

Experience in the marine or outdoor industry — or a love for the outdoors.

Responsibilities

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.
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.
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.