Warranty Repair & Customer Service Representative

What Excalibur has to Offer :

• Early departures on Friday
• Bonus program
• Casual work environment
• Employee benefits
• Voluntary RRSP program with company match
• Excellent employee discount on premium archery equipment and accessories
• Social committee events and activities
• Tuition reimbursement and skills training

Excalibur Crossbow is part of the Pure Archery Group, a leading manufacturer of premium archery products, with worldwide distribution.

Current production locations include Oregon, Montana, and Canada, with a distribution / service center in Michigan providing best-in-class service for dealers and consumers.

Consisting of a diverse group of premium archery brands, Pure Archery Group provides accuracy-focused, performance-driven, and durable archery products to customers worldwide.

These products include the most accurate compound bows suited for nearly every archer in the Bowtech and Diamond brands, as well as premium crossbows and accessories by Excalibur Crossbow.

Rounding out the line are industry-leading archery accessories from Black Gold sights, TightSpot quivers, Ripcord arrow rests, as well as a full line of Octane products.

Pure Archery Group. An entire company obsessed with accuracy.

What you will do :

The Warranty & Customer Service Representative is primarily responsible for warranty repairs, maintaining warranty data and inventory, and providing great customer service.

You will also :

• Perform repair work and close RMA after completion.
• Receive returned product for warranty, recording it in the RMA system.
• Package repaired product for return shipping, prepare shipping paperwork using shipping software, and arrange for pick up.
• Provide customer service to customers via phone or email; dispensing information regarding product use, warranty, repair, etc.

and resolving customer concerns.

• Provide customer service to walk in customers who attend at the Excalibur facility for product repair or maintenance.
• Receive all tradeshow product and input in RMA system.
• Update warranty information documents.
• Assist with monitoring and ordering parts inventory.
• Maintain inventory of parts required for warranty work.
• Assist with warranty projects as required.
• Follow department safety rules and operating procedures.
• Responsible for supporting and adhering to company policies and procedures.
• Occasional attendance at trade shows.
• Assist other departments when the Warranty department is slow.
• Perform other duties as assigned.

Do you have what it takes?

• Strong mechanical aptitude required; experience in maintenance, repair or mechanical through employment or hobbies preferred.
• Proficient with Microsoft Office Suite (Outlook, Word, Excel, Power Point), shipping software (UPS, Canada Post etc.) and ERP Systems.
• Excellent interpersonal skills : friendly, professional telephone and email manner, and good conflict resolution skills.

Able to maintain professional, courteous demeanor during difficult customer interactions.

• Strong verbal and written communication skills : English is required, French would be an asset.
• Must be able to read and understand written materials to follow equipment, production and safety procedures and requirements.
• Great attention to detail.
• Must be able to recognize problems, troubleshoot and proactively develop countermeasures and solutions be a self-starter.
• Must be able to manage, prioritize, schedule, complete tasks, and respond quickly to changing priorities with minimal supervision.
• Must be able to work in a team environment and produce results in conjunction with fellow team members.
• Able to promote a healthy and safe culture.

Qualifications Required Are :

Minimum 2 years of customer service experience, preferably in a related business (e.g. sporting goods retailer or manufacturer).

Experience and interest in archery and or hunting is strongly preferred.

Excalibur is committed to complying with the Accessibility for Ontarians with Disabilities Act and its regulations, and the Ontario Human Rights Code throughout the entire employment cycle.

If you require accommodation at any stage in the recruitment process, please let us know.