Customer Experience & Warranty Specialist

Customer Experience & Warranty Specialist

Location: Calgary, Alberta
Employment Type: Full-Time
Department: Customer Experience & Operations

Apex Optics is a premium optics company serving the precision shooting, hunting, military, law enforcement, and outdoor communities. We pride ourselves on designing world-class products and backing them with industry-leading customer service, fast fulfillment, and an exceptional ownership experience.

We’re looking for a highly motivated, detail-oriented Customer Experience & Warranty Specialist to become the front line of the Apex customer experience. This role combines customer support, technical troubleshooting, warranty service, shipping, and inventory management into a fast-paced position where no two days are the same.

• Serve as the primary point of contact for customers via phone, email, and website support requests
• Provide knowledgeable product recommendations and technical support
• Assist customers in selecting the right optics for their application
• Deliver a professional, responsive, and solutions-focused customer experience

• Inspect products submitted for warranty evaluation
• Troubleshoot product issues and perform hands-on repairs where appropriate
• Determine warranty eligibility and recommend repair or replacement solutions
• Coordinate replacement products and spare parts shipments
• Perform Test & Evaluation (T&E) inspections on returned products and demonstration units
• Generate shipping labels, packing slips, and shipping documentation
• Pick, pack, and prepare dealer and retail orders for shipment
• Assist with inventory management and stock control
• Resolve shipping issues, delivery delays, and carrier claims
• Help maintain an organized and efficient warehouse environment

Applicants should be comfortable working with mechanical products, hand tools, and precision components. Experience inspecting, diagnosing, or repairing technical products is considered an asset.

A working understanding of the shooting sports, hunting, firearms, and precision optics industry is required. You should be comfortable discussing rifle scopes, binoculars, rangefinders, and related products with customers.

We’re looking for someone who is:

• Friendly and professional
• Patient and solution-oriented
• Confident working directly with customers
• Passionate about delivering an exceptional customer experience

Success in this role requires the ability to manage multiple priorities while maintaining accuracy in:

• Warranty claims
• Inventory tracking
• Customer communications

• Competitive compensation based on experience
• Opportunity to grow with one of Canada’s fastest-growing premium optics companies

This position is based in Calgary, Alberta
.

This is an on-site position and is not available as a remote role
.

At Apex Optics, customer experience doesn’t end after the sale—it’s one of the foundations of our brand. If you’re passionate about helping people, solving problems, and supporting premium products that customers rely on in the field, we’d love to hear from you.