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    Customer Service Representative - Aurora, United States - Black Diamond

    Black Diamond
    Black Diamond Aurora, United States

    2 weeks ago

    Default job background
    Full time
    Description

    Description

    Company Overview

    Established in 1992 in Australia, Rhino Rack specializes in crafting top-of-the-line roof racks, luggage boxes, bike carriers, kayak carriers, ski carriers, and load-securing accessories. Renowned for our commitment to excellence and innovation, we provide durable and user-friendly solutions that enhance your outdoor experiences. Count on us to be your trusted partner for quality gear that's built to last and designed to elevate every adventure.

    Position Summary

    Join our team as a Customer Service Representative and be the friendly face for our brand. In this role, you'll engage with our valued customers, providing exceptional service and support across various channels including phone and email. Your primary responsibility will be to ensure customer satisfaction by addressing inquiries, resolving issues, and guiding them through their interactions with our products. If you're a proactive problem-solver with excellent communication skills and a passion for delivering top-notch service, we want to hear from you

    Key Responsibilities

    • Answer phone calls and emails promptly
    • Provide accurate answers and advice on general and technical inquiries
    • Research freight inquiries and freight issues
    • Assist customers with new orders, returns and warranty inquiries.
    • Collaborate with other departments to address complex customer issues.
    • Enter non-conformance reports (NCR) and disputes when required
    • Assist customers with quotes and sales
    • Assist the sales team with day-to-day inquiries
    • Process purchase orders
    • Handle and resolve customer complaints with empathy and efficiency, turning negative experiences into positive ones.
    • Contribute to the continuous improvement of customer service processes and procedures.
    • Additional assignments may be assigned from CS manager or Rhino Rack leadership team.
    Requirements
    • Communication – verbal and written.
    • Fluency in English
    • Interpersonal skills & teamwork
    • Self-Management skills
    • Problem solving & decision making.
    • Adherence to company policy & safety rules
    • Attendance & punctuality
    • Knowledge of Hubspot, NetSuite, 3CX, and Portalink is preferred
    • Customer service phone manner for inbound and outbound calls.
    • Willingness to learn systems processes in order.
    • Ability to follow detailed directions unsupervised.
    • Experience in Excel and MS Suite platforms.

    Benefits

    • Health, Vision, and Dental insurance
    • Group life insurance
    • 401k match
    • Paid time off
    • Short-term and Long-term disability
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