Job Type
Full-time
Description
1. SHOW UP ON TIME WITH YOUR STRONG “LIFE VALUES.”
- Must be in your work area at the start of your shift, at the end of lunch, and after designated break times.
- Stay on task during the assigned work hours.
- Required to notify the Lead, Supervisor, or Manager if it is necessary to leave the work area for non-work-related reasons.
- Must clock out for all non-work-related absences.
- Be safety and quality conscious, including looking out for your teammates.
- Maintain a positive attitude and act with integrity.
- Be a team player, show respect towards others, embrace change, and strive for continuous improvement.
2. FOLLOW YOUR TRAINING AND STANDARD WORK
- Able to read, understand and follow all prescribed process training documentation for an assigned task.
- Meets or exceeds safety, quality, output, and productivity goals defined by the Customer Service Lead.
- Answering phone calls within the SLAs.
- Responding to customer inquiries
- Providing answers and advice on general and technical enquires
- Freight enquires and freight issues.
- Returns and warranty inquiries.
- Assist other departments’ inquiries.
- Maintaining data integrity for Non-Conformance Reports (NCR).
- Assisting in quotes & sales.
- Adherence to all other Rhino-Rack policies always.
- Additional duties as assigned or apparent/proactive.
3. HELP US IMPROVE
- Embrace change.
- Support a culture of continuous improvement and “doing better today than yesterday.”
- Identify ways to improve process and safety and reduce waste within our operation.
- Raise improvement suggestions to the management team and support the implementation of improvement.
- Responsible for informing the Lead of problems with equipment or defects and, if possible, suggesting solutions.
4. ADDITIONAL RESPONSIBILITIES
- Work towards CSR II. These include but are not limited to:
- Developing strong de-escalation skills
- Learning extensive knowledge of the Rhino-Rack product and brand
- Ability to troubleshoot and answer technical questions.
- Ability to troubleshoot and answer fitment questions.
- Knowledgeable of Rhino-Rack return policy.
- What dictates approval?
- What dictates a denial?
- Assist in order processing when needed.
- Any additional Ad-hoc assignments given by Leadership
Requirements
Desired:
Preferred bachelor’s degree, but not required.
Experience with NetSuite, HubSpot, and 3CX.
Required:
Must be 18 years of age.
High school Diploma/GED.
The potential candidate must be professional, well organized, troubleshoot solutions for customer needs, and multitask in a fast-paced environment.
The candidate shall have a working knowledge of Microsoft Office (Outlook, Xcel, Word) and the ability to work multiple order processing systems.
The candidate should also have 2-5 years of prior Customer Service/Support experience.
The candidate will also work with many other departments, must be a team player, assist when needed, and have a positive, enthusiastic attitude and excellent analytical skills.
Required:
Aurora, CO (In Office Non-Remote Workplace)
Salary Description
$18 – 22 Per Hour