Customer Service Representative - Aurora, United States - Black Diamond

Black Diamond Aurora, United States

2 weeks ago

Description

Job Type

Full-time

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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