Customer Service and Warranty Support Representative

**What Excalibur has to Offer:** * Early departures on Friday * Flexible work hours * 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 i.e., annual golf tournament, food trucks, axe throwing * Tuition reimbursement and skills training Excalibur Crossbow is the leading manufacturer of crossbows and accessories. Proudly Canadian, we have been producing crossbows that are accurate, powerful, and reliable, for over 40 years. Excalibur Crossbow is a local company with worldwide reach. **What you will do?** We are looking for a dedicated and personable Customer Service \& Warranty Support Representative to be the frontline connection between our customers, dealers and our brands. In this role, you will help ensure a positive customer experience by responding to inquiries, resolving issues, and processing service requests in a timely manner while providing professionalism and care. You will also: * Receive and respond promptly to phone calls and emails covering a variety of questions and requests from dealers and end consumers across all brands. * Enter details of phone calls into the computer system, collecting detailed information and categorizes service requests to determine the appropriate method of resolution. * Process RMA’s (Return Merchandise Authorization) and accurately log customer interactions using the Frontlines system. * Identify, investigate, and resolve product or service concerns by applying sound judgment and technical knowledge. * Guide customers through technical troubleshooting over the phone, and if required, determine the appropriate level of service or maintenance. * Remain calm and professional in high\-demand or emotionally charged situations. * Collaborate with the Customer Service \& Warranty Supervisor on unique or complex issues. * Take orders and payment information from consumers with accuracy and confidentiality. * Partner with the sales team for dealer growth and support. * Process incoming bows for service with necessary documentation, which may include contacting dealers or customers to quote repairs. * Maintain a clean and organized workspace. * Keeps equipment and work area clean and organized. * Follows department safety rules and operating procedures. * Supports a safe work environment by performing all duties in accordance with Company safety policies and procedures. * Focus on safety in all aspects of one’s job. * Attend trade shows as required. * Assist with warranty repairs. * Work in other departments during the slow season. * Perform other tasks as assigned. **Do you have what it takes?** * A minimum of 2 years of customer service or related customer support experience is required. Previous experience with bows, archery or outdoor products is preferred. * Proficiency with Microsoft Word, Excel, PowerPoint, and ERP systems. * Strong verbal and written communication skills with a customer\-first mindset. * Excellent problem\-solving skills and the ability to work effectively under pressure. * High energy, strong initiative, and a team\-oriented attitude. * Detail\-oriented with excellent time management and organizational skills. * Strong mechanical aptitude is a plus. * Willingness to work extended hours as required. Vacancy Status \- This job posting is a replacement existing, active vacancy. Use of AI in Hiring \- AI\-enabled tools will not be used in the recruitment process. All hiring decisions are made my human reviewers. 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.