Customer Product Support

Job summary

MBRP Ltd. is a fast-growing manufacturer & distributor of performance exhaust systems for the automotive and powersports industries. Located in the heart of Muskoka, MBRP has always been an employer of choice. We are seeking a motivated Customer Product Support Representative to join our Customer Product Support team. The ideal candidate will have excellent communication and problem-solving skills, a customer-focused attitude, and the ability to work efficiently in a fast-paced environment while maintaining high standards of professionalism and service. Role Summary: The Customer Sales and…

Job details

MBRP Ltd. is a fast-growing manufacturer & distributor of performance exhaust systems for the automotive and powersports industries. Located in the heart of Muskoka, MBRP has always been an employer of choice. We are seeking a motivated Customer Product Support Representative to join our Customer Product Support team. The ideal candidate will have excellent communication and problem-solving skills, a customer-focused attitude, and the ability to work efficiently in a fast-paced environment while maintaining high standards of professionalism and service. Role Summary: The Customer Sales and Product Support (Also known as CPS) helps customers identify the correct product for their application, securing sales where possible, responding to inquiries, questions, and complaints. They are the customer-facing department of MBRP; giving customers information about products, taking orders and processing returns. Job Specific Duties: * Provide customer guidance for product information, technical information and application, installation support, troubleshooting fit or performance through phone calls, emails, Live chat, Messenger, SMS. * Enter sales orders from customers sent in through the website, e mail, fax and walk ins. * Use Design and Sales teams as a resource to determine solutions as required, and enhance quality of product * Assist dealers/distributors with stock checks, order status updates, other support as requested * Resolve customer concerns and complete warranty claims in a timely manner and process to the satisfaction of both the customer and MBRP. * Assign RMAs for appropriate circumstances and follow through to completion * Support to various departments based on needs for special projects like Authorized Dealer Program, continuous lean improvement projects, sponsorship support, logistics, etc. * Provide sales support at trade shows and events as required Responsibilities: * Work in compliance with the provisions of the Occupational Health & Safety Act and regulations * Use or wear the equipment, protective devices or clothing that MBRP requires to be used or worn * Report to your Supervisor the absence or defect in any equipment or protective device of which you are aware, and which may endanger yourself or another worker * Report to your Supervisor any contravention of the Occupational Health & Safety Act and regulations or the existence of any hazard you observe * Comply with MBRP Policies and Procedures that apply * Report to Customer & Product Support Manager Experience and Skills: * Organized and self-motivated * Can problem solve * Have 2-3 years experience assisting customers * Recognize new sales opportunities from inbound calls and assist customer, i.e. closing the sale * Have experience in an Automotive or Powersports environment * Positive, energetic with a “can-do” attitude * Enjoy helping challenging customers find success with their aftermarket experience * Proficient in MS office, EDI, Shopify, Direct Messaging * Determined to make sure every one of our customers have a 5* “wow” experience! * Experience dealing with difficult customers – problem resolution/complaint resolution * Flexible with hours/schedule Physical Demands: * Both office setting and warehouse environment * Constant communication with employees and customers Benefits * Dental care * Extended health care * Life insurance * RRSP match * Paid time off * On-site parking * Vision care * Company events * Commission AI is not used at any stage of the recruiting process. This posting is for an existing vacancy. MBRP Ltd. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. MBRP is proud to be an equal opportunity employer.

What you’ll do

Provide technical product guidance and installation support to customers via multiple communication channels. Manage sales orders, process returns, and resolve warranty claims to ensure a high-quality customer experience.

Requirements

Requires 2-3 years of customer assistance experience, preferably within the automotive or powersports industry. Proficiency in MS Office, Shopify, and EDI is required along with strong problem-solving skills.

Benefits

• Dental care • Extended health care • Life insurance • RRSP match • Paid time off • On-site parking • Vision care • Company events • Commission

Listed skills

• Technical · Preferred
• Problem solving · Preferred
• Shopify · Preferred
• Health · Preferred
• Compliance · Preferred
• safety · Preferred
• Sales · Preferred
• Process · Preferred
• MS-Office · Preferred
• Communication · Preferred
• Time · Preferred
• Customer · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Communication
• Problem solving
• Customer service
• Technical support
• Order processing
• Warranty claims management
• MS Office
• EDI
• Shopify
• Direct Messaging
• Complaint resolution
• Sales closing