WE’RE HIRING — AND WE WANT SOMEONE WHO GETS PEOPLE.
At Urban Tactical, we’re not your typical retail operation.
We sell tactical gear, outdoor equipment, professional products and everyday essentials to everyone from first responders and law enforcement to outdoor enthusiasts and customers who simply know good gear when they see it.
We’re looking for a Customer Experience Supervisor who can lead our customer service team across both retail and online sales — someone who knows how to take care of customers, keep a team moving and isn’t afraid to jump in when things get busy.
If you’re a people person, a problem solver, a natural leader and comfortable working with business systems, keep reading.
WHAT YOU’LL BE DOING
You’ll be at the centre of our customer experience, helping make sure customers get the same great service whether they’re shopping in-store, online, by phone or through email.
Your day-to-day will include:
- Leading, coaching and supporting our Customer Service team.
- Helping customers with products, orders, returns, exchanges and general questions.
- Supporting both retail sales and online/e-commerce sales.
- Handling escalated customer concerns and finding solutions that make sense.
- Helping the team hit sales goals through great service, product knowledge and smart recommendations.
- Monitoring online orders and customer inquiries from order placement through delivery.
- Working with Warehouse, Purchasing, Finance and Retail teams to solve customer issues.
- Using our ERP and business systems to research orders, inventory, customers, pricing and other information.
- Helping ensure customer orders and information are accurate throughout the sales process.
- Keeping an eye on outstanding customer requests and making sure nothing falls through the cracks.
- Helping with scheduling, coverage, training and day-to-day team organization.
- Supporting the Retail Manager with daily store operations.
- Jumping in on the sales floor when needed — because we’re all about teamwork.
- Identifying ways we can make the customer experience better, faster and easier.
WHO YOU ARE
You’re probably someone who:
- Has retail, customer service, sales or e-commerce experience.
- Has previous supervisory or leadership experience — or is ready to take that next step.
- Actually, enjoys talking to people.
- Can handle a difficult customer without making the situation worse.
- Knows how to coach people without hovering over them.
- Can multitask like a pro when the phone is ringing, the inbox is full and three customers need help at once.
- Is organized, reliable and pays attention to the details.
- Is comfortable with computers, POS systems, online orders and Microsoft Office.
- Has experience working with an ERP system — this is a HUGE bonus. If you’ve worked with systems involving sales orders, inventory, customers, purchasing, invoicing or fulfillment, we definitely want to hear about it.
- Has strong communication and problem-solving skills.
- Understands that great customer service and great sales usually go hand-in-hand.
- Isn’t afraid to roll up your sleeves and help wherever you’re needed.
Bonus points if you know your way around tactical, outdoor, law enforcement, first responder or professional equipment — but we’ll teach you the gear if you’ve got the people skills.
WHY URBAN TACTICAL?
Because work doesn’t have to feel like work every single day.
We’re a growing Canadian company with a unique mix of retail, e-commerce, tactical, outdoor and professional products. Our customers are interesting, our products are interesting, and no two days are exactly the same.
You’ll work with a team that values:
Teamwork.
Professionalism.
Taking ownership.
Getting things done.
And having a little fun along the way.
You’ll also have opportunities to learn, grow and take on more as the company continues to grow.
THE BOTTOM LINE
We’re looking for someone who can lead the team, take care of customers and keep things moving.
Someone who can go from helping a customer find the right product, to pulling up an order in the ERP, to solving an online order issue, to coaching a team member — all before lunch.
If that sounds like you, we want to hear from you.
Apply today and join the Urban Tactical team.
Professional Preparedness starts with great people.
