Customer Support: TRAK HQ Nanaimo

TRAK is building a hub in Nanaimo and the Gulf Islands for paddling-focused experiences that enhance vitality, improve wellness and mental health, giving people a deep connection to nature, the outdoors, and specifically the sacred waters of the Salish Sea, and bodies of water the world over.

The Role

We are currently seeking a genuine leader to foster customer support and to join our headquarters team. This is an intermediate-level position with the opportunity to grow, both in responsibilities and compensation. We are looking for someone who has proven to themselves and others that they are a self-starter and have the view of the customer and the spirit of an owner to apply to an expansive role; from order and sales management, sales systems, and back-end systems maintenance and development to customer communication, in person, on the phone and by email. Because we are a young company, every team member’s ideas are encouraged, explored and then possibly implemented. You must be committed to being impeccable in your work and love to be in service of customers and the TRAK team. It’s just who you are.

This role is a “front lines role”, so critical to our success. Ideally, you’re a paddler or have kayaking experience or at least passionate about outdoor pursuits. Ideally you have the skills and experience to jump between basic customer communication and systems documentation and maintenance. The key to all of this is your passion to do something extraordinary. You are not ordinary by nature. You’ve been looking for a professional opportunity that can be a vehicle to exercise your passion and skills.

Responsibilities

• Drive customer communication, as well as coordination for camps, tours and rental operations
  
• Manage POS system, kayak rental software, invoicing and customer information systems
  
• Maintain our marketing automation software, database of contacts, and methods of list segregation
  
• Maintain the shipping and fulfillment systems, including FedEx and eCommerce software / online store integration
• Own the customer experience always

Requirements

• Customer service experience and capability, including familiarity with applicable software
  
• Computer competence, including Excel/Google Sheets and database management 
• Strong documentation, attention to detail, and verbal communication skills
  
• Highly motivated to be an effective team member in a very entrepreneurial environment
  
• Preference will be given to a kayaker or paddler. We want you to have fun, and that includes kayaking. We encourage everyone on our team to kayak and get time outdoors. It’s good for the soul!