Customer Service / Tech Support Rep I

Company: Rhino-Rack USA
Location: Aurora
Posted on: May 28, 2023

Job Description:

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

Keywords: Rhino-Rack USA, Aurora , Customer Service / Tech Support Rep I, Sales , Aurora, Colorado