Overview of Opportunity
Join the global headquarters of in Nanaimo, BC! We are hiring a Customer and Administrative Support Specialist to facilitate the heartbeat of our operations. With support from our leadership team, you will become a product knowledge and service expert, enabling you to address customers’ questions, respond effectively to service and warranty requests, process orders and shipments in an accurate and timely fashion, and generally keep our office running smoothly.
Bring your positive attitude and organizational skills to our growing paddling family!
Role Details
- Location: Nanaimo, BC (Global HQ in Central Nanaimo)
- Job Type: Part-Time (21-25 hours per week, including important Saturday shift for most weeks)
- Reports to: Managing Director / Founder
Your Mission
Help our customers continuously fall in love with our brand and products - especially our high-performance, adjustable folding kayak, the TRAK 2.0 - by providing proactive, professional, and conscientious customer service, identifying areas for improvement, and taking initiative to alleviate issues for customers, staff, and key partners.
To support our worldwide community of paddlers, you will triage and respond to incoming sales and service communications and manage a variety of office tasks that will make each day feel different from the last. You will be ‘hands-on’ with our product, responsible for ensuring that orders are properly quality controlled, packaged, and tracked. You will also become proficient with a variety of digital tools and databases that make our work easier, including CRMs, website editors, online payment systems, shipping applications, chat messaging, and email broadcasts.
This role is right for you if…
You have a high standard for customer service and enjoy providing prompt, personal, and conscientious support. You enjoy learning new things and taking on new challenges. You are committed to living a life you love, including your work. You see life a little differently than the mainstream, and you are looking for a place to work that is in alignment with that way of living. You are willing to rise to the occasion and support the growth of our small yet global business through heart, passion, and attention to detail.
What You Will Do
- Product Mastery: You will become intimately familiar with our products, their features, and common user-related issues to support customers worldwide.
- Customer Care: Answer phone calls, emails, and online chats promptly. Help customers choose gear, track their orders, and get their service needs met. Identify areas for improvement and take initiative to implement changes with approval and support from TRAK’s leadership team.
- Order Support: Process sales, prepare shipments,and coordinate warranty / service claims, all while tracking key details in our customer information system.
- Office Admin: Manage files, digitize paperwork, and stay on the pulse of schedules and priorities for the team.
- Community: Talk to our kayak owners and customers to make sure they are happy and safe on the water. Embody the spirit of adventure/wellness that draws our customers to kayaking and be a cheerleader for their on-water endeavours.
Who We Are Looking For
- You are a people person: You love assisting people and can easily explain things over the phone, by email, and enjoy communicating face to face in an integral way. You seek to please without compromising your own values.
- You are organized: You pay close attention to details, can juggle a variety of responsibilities, and you have a mindset of being a “steward” of the workspace and our headquarters.
- You are a problem solver: You figure out how to fix simple problems quickly, calmly and to full resolution - often without direction. At the same time, you aren’t afraid to ask for input when you know you need it or when it is deemed important.
- You consider yourself physically strong: You are keen to assist with varying roles around our headquarters that require a certain level of physical strength and fitness, including occasional heavy lifting.
- Bonus points: You have an unusual passion for the outdoors/paddling, a responsible approach to health and wellness, have office/admin experience, and have used customer information software in past roles.
Why You Will Love Working With Us
- Great pay: $28-30 hourly rate based on experience, and less than full-time hours for someone that would prefer that to a 40+ hour work week.
- The perks: Access to staff gear deals and free kayak/canoe rentals!
- The culture: Work with a fun team that loves the water and outdoor adventure.
How to Apply
Ready to join our team in Nanaimo? Send your resume and a short cover letter about why you want to work for TRAK to our team at [email protected]. You can also explore our website and check out the "About" section. We cannot wait to meet you!
Pay: $28.00-$30.00 per hour
Benefits:
- Casual dress
- Company events
- On-site parking
Work Location: In person
