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