Job Details
Established in 1959, Midland has been on the forefront of two-way radio and weather radio technology. With products for outdoor, off-road, moto, at-home, emergency preparedness, agriculture, and business communities, Midland provides Reliable Communication for Every Adventure.
Our business is growing! If you are looking to be part of a collaborative, fast-paced, and fun team in a company with a family-oriented culture, then this is the opportunity for you.
Our Customer Experience team supports the customer journey across all channels and platforms, ensuring consistent brand messaging and a high level of service. This role interacts with customers via e-mail, phone, or other communication methods and will collaborate with internal stakeholders advocating as the voice of the customer.
Responsibilities
- Serve as a first point of contact for Midland customers, managing customer inquiries. Manage communication via phone, email, online chat, customer product questions, product reviews, and social media
- Manage order entry, returns, refunds and exchanges, warranty claims, logging quality issues, and other customer-facing processes. Ability to follow process workflows while meeting department KPIs
- Learn the Midland product line and maintain superior product knowledge with the ability to provide technical support in a clear and concise format for the customer
- Understand customer pain points. Work with department lead and other departments to help improve processes and interactions to create a positive customer experience
- Be passionate about helping others and providing unparalleled service. Understand the needs and emotions of our customer, helping build the Midland brand and create a competitive advantage
- Utilize deep knowledge of products and customer base to collaborate on product development and marketing
- Stay appraised of new products, initiatives, or processes and provide feedback on how they may affect the customer relationship
- Provide feedback on existing programs, policies, products, and prices
- Assist in inbound sales requests. Provide outbound communication to B2B customers on marketing and sales initiatives, liaising with the Midland Sales team when appropriate
- Other duties and projects as assigned
Qualifications
- Minimum 2 years of experience in customer / technical support role
- Strong computer skills with proficiency in the Microsoft office suite
- Experience with CRM, Zendesk or a similar ticketing system strongly preferred
- Experience using a project management system such as Asana preferred
- Experience with NetSuite a plus
- Outgoing and friendly personality
- Excellent verbal and written communications skills
- Dependable and punctual to ensure customer needs are met during business hours
- Collaborative approach to working with teams throughout the company
- Independent self-starter; ability to multi-task in a fast-paced environment
- Strong project management skills with ability to handle multiple projects and meet deadlines
- Ability to be flexible and agile, adapting to new situations and projects easily
- Creative problem solver; passionate about winning and achieving results
- Detail oriented, ensuring accuracy in work
- Strive for continuous improvement