Customer Experience Specialist



AXYS Technologies Inc. (AXYS) has specialized in advanced marine based technology products and services for over 40 years. AXYS manufactures and services offshore and oceanographic environmental monitoring equipment with a focus on data acquisition and display systems for routine weather and sea state monitoring, water and air quality monitoring, process control and Renewable offshore energy assessment. We serve a global market with clients in over 50 countries worldwide. Located in beautiful Sidney, British Columbia, AXYS is a Gold Level Green Business certified company and one of Vancouver Island’s most sought after career choices, offering competitive compensation and benefits to its staff.

This position works as part of support team, responsible for supporting the full range of AXYS products & services. The position requires a wide range of skills and areas of expertise well suited to the curious and detail-oriented. You will work closely with customers (internal & external) to help us deliver customer commitments for current sales, while also conducting triage and resolving open customer aftermarket service issues. Additionally, you will provide administrative support for our field services teams as they help customers with technical issues.

 

Responsibilities:

Pre- and Post-Sale Customer Management

  • Collaborates with sales, marketing, finance, operations and other key internal stakeholders to oversee customer requirements are met in a timely fashion from sales order to completed delivery
  • Performs administrative support to sales team, finance and production as required to set up customer accounts, billing records, and shipping information
  • Provide administrative support for the proposal desk to support lead-generation, quoting, RFP preparation as part of pre-sales
  • Support pre-planning and customer documentation requirements ahead of trainings, commissioning, and other field work
  • Aid with arrangements for field service staff where necessary (e.g. documentation, travel, work visa registration)

 

Aftermarket Case Management

  • Use case management tools in Salesforce to establish and status customer cases
  • Triage and record customer support incidents from phone, web and email inquiries
  • Resolve non-technical product or service problems by clarifying, identifying causes, and determining the correct course of action
  • Refer to a technician, and assist technicians with troubleshooting issues
  • Expedite and/or escalate issues as required
  • Track sub-processes and provide RMA (Return to Manufacturer) documentation
  • Follow up with clients to ensure case resolution and satisfaction
  • Identify customer support issues that could benefit from better sales processes, sales materials, training materials, etc. and help with either/or content or technical writing
  • Identify and communicate suggestions for improvements in areas of business that are impacting the customer experience

 

Essential Experience, Skills and Aptitude:

  • 3-5 years’ experience working a customer support or sales role in a fast-paced environment
  • Strong communicator (in person, phone, email) with strong contact handling skills and active listening skills (proactive demeanor, able to develop rapport)
  • Professional demeanor with ability to interact with all levels (peers, leadership, customers, engineering)
  • Customer driven with a passion for solving problems
  • People orientation and ability to adapt/respond to many personality types
  • Able to learn technical concepts
  • Ability to plan, organize, multi-task, prioritize and manage time effectively
  • Close attention to detail and follow-up
  • Ability to problem solve and work directly with limited direction, but to seek out assistance as required
  • Ability to engage appropriately and work as part of a team
  • Ability to work under pressure, think clearly, and act decisively
  • Capacity to communicate with clients effectively using a variety of mediums
  • More than one language desirable (Spanish or French preferred)
  • Ability to learn/master new tools like Customer Relationship Management (CRM) or Enterprise Resource Management (ERP), Salesforce preferred

 

How to Apply:
Please submit your cover letter and resume outlining your applicable experience, salary expectations, goals related experience as they pertain to this position at AXYS Technologies Inc. along with references using the form at our careers page: http://axystechnologies.com/careers/

We thank all those who apply to AXYS Technologies Inc., but only those candidates selected for an interview will be contacted. Please, no phone calls.