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VodaSafe is an exciting young company working to transform the water rescue industry. Our first product, AquaEye®, is a hand-held scanning sonar device for waterfront rescue that was launched in 2019 and has been adopted by water rescue and victim recovery organizations across the globe.
Our mission is to transform water rescue and victim recovery and help ensure rescue teams return safely to their homes at the end of the day. As a small organization, all of our team members are expected to support the mission of the company, often wearing multiple hats and remaining flexible in their job duties.
Reporting to the Director of Sales & Marketing, the Customer Service Coordinator will be responsible for coordinating key customer interactions post purchase to ensure they have an amazing experience as a VodaSafe customer. Our goal is to delight our customers to help drive word of mouth and build VodaSafe’s reputation as a company that stands by their customers. This role will also help us get more organized by setting up systems to streamline shipping & logistics and improve office efficiencies.
WHAT YOU’LL BE DOING:
- Shipping & Logistics: Coordinate with the Sales and Product team to ship and track all
North American sales.
o Shipping direct to customers using couriers and local carriers.
o Working with our US based warehouse to ship direct to US based customers.
o Tracking inventory (finished goods) available for sale and communicating internally with Sales and Production to ensure records are up to date and are easily available.
o Inputting data in our CRM and maintaining up to date customer data (serial numbers, number of units purchased etc.)
- AquaEye Service Plan: Communicate directly with customers to schedule AquaEye service appointments and coordinate logistics for the entire process.
o Arrange shipping and logistics details for AquaEye servicing.
o Update internal tracking systems to ensure records are kept for each service plan sold and each customer’s unit status is tracked internally.
o Handling basic customer questions, concerns, and objections regarding product updates and passing more complex questions on to Sales or Product team.
- Warranty & Customer Service: Act as the primary conduit and record keeper for all warranty and customer service needs. This will include:
o Updating the warranty and customer feedback tracking system within the company’s CRM
o Communicating with Sales and Operations teams to ensure warranties are processed and SLAs are met. We want happy customers!
o Tracking and reporting progress for all warranty claims within the company’s CRM and other internal tracking systems.
- Customer Feedback: Act as the primary conduit and record keeper for all customer feedback.
o Update customer feedback tracking system
o Provide monthly report on customer feedback to the company’s leadership team
- Product Demo Coordination: Work with the sales team to ship and track AquaEye demo units used as a key part of the company’s sales process and keep internal tracking system up to date
- Special Projects: Co-create systems to streamline processes within the company and make improvements, Customer Service feedback projects etc.
Requirements
- 2–3-year experience in a customer facing role in a B2B or B2G environment
- Experiencing shipping small package (less than container load) delivers across North America, including cross border shipping
- Experience working in a startup environment and eager to be part of a developing team.
- Strong written and communication skills – working with multiple internal and external stakeholders.
- Familiar with basic project tracking systems (ASANA, Monday.com etc.)
- Willingness to co-create with a great team, a knack for organizing and implementing systems, strong attention to detail and most of all, providing superior customer service is in your nature.
Benefits
- Flexible and dynamic work environment
- Competitive salary, employee ownership (company options), education allowance, extended medical, and generous vacation
- Opportunity to work on a variety of tasks and projects, and be a part of the creation process of a new product
- Be part of a company that helps save lives and is making an impact
- Opportunity to grow your career
