About Deep Trekker

Deep Trekker is a global leader in innovative underwater robotics for aquaculture, infrastructure inspection, public safety, defence and environmental monitoring. Our ROVs and crawlers help professionals work in challenging underwater environments with confidence and precision.

As we grow, we are building a new Customer Care team: one front door for our customers, from their first question to the day their order arrives. We are looking for a Customer Care Representative to help build it.

About the Role

You are often the first person a customer talks to at Deep Trekker. You answer new inquiries, support our sales team, process orders, and keep customers updated until their equipment arrives.

Every Customer Care Representative learns the whole job: inbound leads, order processing and first-line customer support. Each person also owns one focus day to day. This role starts with a focus on inbound leads and sales support, and you will be trained on order processing so you can cover for teammates during vacations and busy weeks.

This role is for someone who likes being organized, takes pride in getting details right, and follows things through until they are done.

Who You Are

Before anything else, we’re looking for someone who brings the right mindset to the team:

- Be helpful: Give every customer, from first inquiry to delivery, a friendly, practical answer, and make it easy for sales and teammates to count on you.
- Be reliable: Own your work. Check every purchase order against its quote, enter orders accurately, and get the details right.
- Be gritty: Keep going on busy days, tricky orders, and when a ship date moves.
- Be curious: Learn our ROVs and crawlers and ask why things work the way they do, so your answers get better every week.
- Be proactive: Follow up on quotes, EUCs, and quiet customers before anyone has to ask.
- Be a good person: Act with empathy and respect with customers and teammates, and build trust across Sales, Service, Production, and Finance.

These traits matter as much as experience. We can teach the products and systems, but this mindset is what makes someone great at this job.

You are friendly and quick to respond. You notice when a quote, an order or a customer has gone quiet, and you follow up without being asked.

Key Responsibilities

Inbound Leads and Sales Support

- Respond to web inquiries, live chat and inbound sales calls with a friendly, helpful attitude, within four business hours.
- Qualify new leads, research unknown companies, and route leads to the right account executive in HubSpot.
- Prepare and send quotes for account executives who are travelling or at trade shows.




- Follow up on sent quotes and meetings so prospects get consistent touchpoints.
- Enter trade show contacts into HubSpot and send follow-up emails.
- Support prospecting research and email campaigns.
- Schedule appointments and demos, and help prepare sales documents and presentations.

Order Processing and Customer Updates

- Check each purchase order against its quote, and route approvals for payment terms and discounts.
- Enter and issue sales orders in our ERP systems (Fishbowl and QuickBooks today, moving to Odoo).
- Set up order records and Production Schedule lines.
- Send sales orders and end user certificates (EUCs) by DocuSign, then follow up weekly until they are signed and paid.
- Keep customers updated from purchase order to delivery, including any change to their ship date.
- Share tracking details and check in once the order arrives.
- Learn fleet and rental requests so you can back up the team.

Customer Service and First-Line Support

- Answer the main phone line and shared inbox, and route calls to the right person.
- Create and update customer tickets in HubSpot.
- Solve common questions using our guides, and hand technical issues to Technical Support with the details they need.
- Help set up returns (RMAs), shipping labels and parts quotes.

Sales Operations, CRM and Reporting

- Keep HubSpot accurate: contacts, deals, lead status, owners and notes.
- Maintain sales process documents, including quotes, proposals and purchase orders.
- Prepare weekly sales reports and KPI updates for the sales team and managers.
- Help with sales team calendars and travel arrangements when needed.
- Work with Marketing, Finance, Production and Service so customers get clear, timely answers.
- Spot process problems and suggest practical fixes.
- Help prepare for trade shows, including packing and shipping equipment.

What Success Looks Like In your first three months, you will learn our products, customers and HubSpot processes. You will own inbound lead response and be trained as a backup for order processing.

Over time, success means:

- Every inbound inquiry gets a fast, helpful reply and reaches the right person.
- No quote or lead goes quiet without a follow-up.
- Orders are entered accurately and acknowledged the same or next business day.
- EUCs and payments are chased early, so finished units do not wait to ship.
- Customers hear from us at each step,



including when a date moves.
- HubSpot data is clean and reports go out on time.
- You can cover teammates’ work during vacations and busy weeks.

Requirements

- 2+ years of experience in customer service, inside sales, sales support or order administration, ideally with B2B or technical products.
- Hands-on experience with a CRM. HubSpot is preferred.
- Comfort learning ERP and order systems such as Odoo, Fishbowl or QuickBooks.
- Very high attention to detail. You catch the line on a purchase order that does not match the quote.
- Strong follow-through, with the ability to track many open items at once.
- Clear, friendly written communication and a confident phone manner.
- Strong organization and the ability to prioritize a busy queue.
- Comfort with Microsoft 365, Google Workspace and spreadsheets.
- Curiosity about technical products. We will teach you our ROVs, crawlers and accessories.
- Post-secondary education in business, communications or a related field, or equivalent experience.
- Ability and willingness to work full-time, on-site at our Kitchener headquarters, five days per week.

What Makes You Stand Out

- Experience in manufacturing, industrial technology, robotics or marine equipment.
- Experience handling both sales inquiries and order processing in the same role.
- Familiarity with export documents, international shipping or customer procurement portals such as SAP Ariba or Jaggaer.
- Experience with quoting, DocuSign or live chat tools.
- Spanish or another second language.
- A habit of improving the processes you work in.

You don’t need to tick every box. If you are organized, care about customers and like getting things right, we encourage you to apply.

What We Offer

- A role on a new team that is central to how our customers experience Deep Trekker.
- Cross-training across sales support, order processing and customer service.
- A growing Canadian company building innovative underwater robotics.
- Competitive salary and benefits package.
- RRSP matching.
- Professional development and growth opportunities.
- A full-time, in-person team that works closely with Sales, Service, Production and Finance.

Dive into Deep Trekker!

If you like helping customers, keeping things organized and seeing work through to the end, we’d love to hear from you.

We are committed to an inclusive workplace where diverse perspectives, experiences and ideas are valued. We encourage qualified candidates from all backgrounds to apply.

Pay: $50,000.00-$60,000.00 per year

Benefits

- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Vision care

Work Location: In person

📌 Customer Care Representative, Inside Sales (Kitchener)
🏢 Deep Trekker
📍 Kitchener