Customer Experience I

Job DetailsJob Location: Mustang Survival Burnaby - Burnaby, BC V5J 5L1WHO 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. 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 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. 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.

Act as the primary point of contact for customers to provide professional product support and resolve inquiries via phone and email. Manage order processing, account setup, and sales support while coordinating with internal teams to ensure customer satisfaction.

Requires at least 2 years of experience in a customer-facing role and strong communication skills in English. Proficiency with ticketing systems and CRM/ERP software like NetSuite is required or preferred.

• Extended Health Benefits • Dental Benefits • Group RSP With Employer Matching • Wellness Days • Industry Perks

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Support
• Order Processing
• Zendesk
• NetSuite
• Microsoft 365
• CRM
• ERP
• Technical Support
• Upselling
• Account Management
• Written Communication
• Verbal Communication

• Customer Service & Support
• Sales
• Manufacturing
• Logistics
• Retail

Expérience minimale

2+ ans

Postuler avant le

31 août 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine