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Started right here in beautiful Vancouver, British Columbia, we have over 25 years of experience in building over 15,000 personalized vacations for our guests – and we’ve learned a thing or two about making vacations memorable.
Fresh Tracks Canada is made up of a team of passionate Canadian Insiders who help visitors from around the world plan Canadian vacations that are personalized to their wishes and needs by using our insider knowledge and experience. We love helping our clients have the best experience possible in our great country through an unparalleled personal service.
ABOUT THE ROLE
The Product Administration team keeps the Product Management System and Salesforce updated with relevant, up to date and accurate information. The team maintains positive working relationships with our suppliers including the administration of owned or contracted inventory. The Product Administration team communicates updates to departments across the company, and plays a critical support role in troubleshooting, knowledge-sharing, and improving processes in relation to suppliers, products and trips.
We are rebuilding our Product Team and are looking for an experienced, passionate, and detail-oriented tourism professional to join this team as a Product Coordinator. This is an exciting opportunity for someone who loves exploring and promoting Canada to bring their excitement and experience to contribute to a growing company.
RESPONSIBILITIES
Supplier Partnerships
Maintain regular and positive communications with existing suppliers
Monitor existing suppliers for new products and notify the Product Development team
Help to source and set up new supplier accounts when required
Regularly communicate with suppliers to ensure they have a good understanding, and agreement on, Fresh Track’s internal processes such as billing, booking, and client documentation
Keep suppliers up to date on FTC points of contact and payment methods
Ensure suppliers have good understanding of FTC’s service expectations and customer profile
Ensure that suppliers send updates in a timely fashion
Track, request, review, and troubleshoot supplier COIs
Make sure supplier documents provide detailed information on the following: insurance coverage, product descriptions, logistical information and joining instructions, scheduling, rates, terms and conditions, and cancellation procedures
Clarify information that is ambiguous or incomplete
Supplier & Product Info in the PMS & Salesforce
Keep supplier account records updated in Salesforce (and Y Drive) including correspondence, issues, pertinent feedback both positive and negative, insurance coverage, contract, rates, etc.
Review and update supplier and product pages in the PMS based on latest info from our contracts, supplier documents and their websites
Ensure supplier and product information is entered into the PMS system in a clear, concise manner, making improvements to format based on feedback from internal teams
Use PMS fields in a standardized manner, documenting changes and adhering to existing rules
Audit / improve flow and detail of customer-facing product information, to facilitate an outstanding travel experience
Update product and supplier pages when supplier advisements are sent
Use PMS tracking codes
Coordinate with the Product Copywriter & Content Administrator when changes to a product requires the editing of its product description
Images
Audits and sources images for PMS to ensure quality and accuracy
Works in brandfolder to ensure images are properly tagged and formatted
Liaises with Design team to keep up to date on latest changes to Supplier and DMO image banks or brands
Troubleshooting & Inter Departmental Support
Use the product tracking and product advisement processes to track impacts on other teams and our guests
Communicates updates clearly and effectively and makes recommendations for action steps
Participate in Sales / CS team meetings to answer questions and solicit feedback
Troubleshoot and resolve contract discrepancies and service issues with suppliers
Coordinate with the Accounting team to ensure the Billing & Payment information is in synch with actual payment terms and methods, and identify opportunities to improve the invoicing/payment processes
Coordinate with the Customer Account team to update booking instructions, traveler requirements, and joining instructions in the PMS on a regular basis
Complete tickets sent via Jira in a timely manner
Answer questions on Slack and share product knowledge to assist with quotes
Log feedback from customers, suppliers and internal teams regarding specific suppliers or products, both positive and negative and action changes if needed
Supports Product Analyst with questions regarding supplier rates
Provide administration of owned or contracted inventory
Prepare manifests for Rocky Mountaineer departures booked through Group Tour Block
Support the Analyst in preparing booking and cancellation reports for hotel blocks, when required
Support the Sales team in preparing rooming list for group contracts
Contribute to the efficient functioning of the business
Audit bookings and ensure the sales team are booking the correct seller
Adhere to product update schedule based on Product priorities
Help to improve workflow and processes on Product team
Provides insight on business
Help with business requirements and testing for software upgrades
Support other teams or team members when required
REQUIREMENTS
Post-secondary education in tourism, marketing or similar
2 years of work experience in customer service or product within the travel industry
Passionate about delivering an outstanding customer experience
Superior grammar, writing and communication skills
Demonstrated ability to focus on details and strive for excellence
Highly organized with the ability to independently manage schedules and meet deadlines
Desire to learn all aspects of product management
Knowledge of Canadian travel experiences
French is an asset
REWARDS
3 weeks vacation (4 weeks after your first year)
Extended health benefits package
Applauz Recognition
Comprehensive employee assistance program
Flexible health and wellbeing days
Paid anniversary day off
“Pawternity leave” days for your new furry family members
Remote and hybrid working options available
Great working hours
Stylish office locations in Calgary & Vancouver, located close to public transit
Friendly and fun team environment with company celebrations and social events
Access to Canadian travel industry discounts!
Only those currently in Canada will be considered for the role.
