Company Overview:
Freedom Concepts has been imagining, designing, and building adaptive bicycles for the disability community for 30 years. We pride ourselves on manufacturing the highest quality products and delivering the best customer experience in our industry. Freedom Concepts is passionate about empowering communities and inspiring others to do the same! Our approach is hands-on, and allows us to deliver unique, tailored solutions – one person at a time. We are still a relatively small company but are growing year-over-year and are looking to add even more talent to our team!
If you are searching for that next great opportunity to grow your skillset and lean on your experience – all while making a real difference in some deserving families’ lives – then this is the job for you!
Role Summary:
As one of the main points of contact for customers, the Service and Support Coordinator is an integral part of the team here at Freedom Concepts. Maintaining excellent customer service and building/sustaining relationships with Accounts are of the utmost importance. The Service & Support Coordinator has great overall communication skills, an ability to prioritize / persevere through interruptions and above-average problem-solving abilities. This role is a challenging one that requests a sense of urgency, high attention to detail, collaborating with your peers, and a desire to exceed expectations / always find a positive outcome to the situation. This position will require a mixture of reactive Customer Support and proactive Customer success to achieve the best outcomes for both Customers and Freedom Concepts.
General Duties/Specific Functions
· Leverage technology for all day-today tasks and activities. Ensuring to update and maintain customer records in CRM.
· Check email and voicemail messages daily and respond to inquiries in a timely manner.
· Provide great customer service while being the primary point of contact for after-sales issues.
· Provides technical support to customers, discusses use and features of various parts. Advise customers on substitution or modification of parts when replacement is not available.
· Escalate unresolved issues or service / repair trends to the appropriate internal teams
· Maintain thoroughness and attention to detail while still being able to process a high volume of transactions.
· Regularly improve and update product knowledge by participating in training opportunities, asking questions, spending time with production operations being hands-on with the product.
· Assist with local repairs and service cases by coordinating with the end users and the FCI Production team to ensure a quick resolution. Coordinate parts orders / availability, and van usage.
· From time to time in busy seasons (and especially during initial onboarding / training), the Service & Support Coordinator will be expected to complete on-site repairs in the field as a way to enhance product knowledge, firsthand experience, and balancing the workload between teams.
· Responsible for ensuring demos are moved according to business needs. Keep a detailed tracker of where current demos are and when they are to be moved next.
· Assist with creating credit memos / return orders for parts and goods being returned and assure that they are accurately documented and returned to stock.
· Handle Warranty requests in compliance with both company standards and legal requirements. Prepare return authorizations and arrange shipping if the situation requires. Inspect and verify the condition of the product once returned to Freedom Concepts.
· Act as a back-up during busy seasons and when team members are away for the processing of Bike and Chair Quotes / Orders.
· Understand and participate in credit card charging for new Orders, making sure charges are accurate, timely, and documented properly in our system.
· Send Order Confirmations, Receipts, Invoices, and Tracking information as necessary.
· Review Orders entered in CRM and make sure all necessary information is entered and provided at the time of the order-entry, both for communication purposes and data-tracking purposes
· Other duties as assigned.
Why Choose Freedom Concepts?
· Fast-paced environment and endless opportunities to learn and grow
· A small, local company doing big things with a family-oriented environment
· Group benefits plan including health, dental, and life insurance
· RRSP plan with company matching program
· Paid vacation, on-site parking, and casual dress
· Regular company events throughout the year
Physical / Environmental Requirements:
· The hours of work are Monday to Friday, 8:00am – 4:30pm.
· Must be able to sit / stand for long periods of time at a desk.
· Freedom Concepts is located inside the Perimeter, but unfortunately outside of city services such as Transit. Therefore, owning your own vehicle and having reliable transportation is strongly encouraged.
Minimum Requirements / Qualifications:
· 3-5+ years of Customer Service.
· Mechanically inclined with analytical aptitude.
· Excellent administrative skills and organizational habits.
· Ambitious self-driven starter.
· Must be punctual, attentive to details, and have a high degree of integrity.
· Excellent communication skills, both verbal and written.
· Previous experience in a job that required intensive computer work (Outlook, Excel, Word, etc.)
· Experience with a CRM (customer relationship management) system is an asset.
· Developed time management, planning, and prioritization skills.
· Above average critical thinking and problem-solving skills with the ability to stay calm.
Salary / Wage Range:
· To be discussed during the interview process and will be dependent upon years of experience and the specific skillset the successful candidate is bringing with them.
Applicants must be legally able to work in Canada and have a valid driver’s license. If you think you are the right fit for this position and would like to join our team, please apply with your Cover Letter and Resume.
We thank all applicants for their interest in employment opportunities with us, however only those selected for an interview will be contacted.
Job Type: Full-time
Pay: $40,000.00-$50,000.00 per year
Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• On-site parking

Schedule:

• Monday to Friday

Experience:

• Customer service: 3 years (required)

Licence/Certification:

• Driving Licence (required)

Work Location: In person
Application deadline: 2024-12-09