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Customer Service / Tech Support Rep I

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

Job Description:

Job Type




  • 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



          Preferred bachelor's degree, but not required.

          Experience with NetSuite, HubSpot, and 3CX.


          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.


          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

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