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Customer Experience Analyst

Rhino USA, Inc.
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RHINO USA

Job Title: Customer Experience Analyst

Location: Woodstock,GA

Job Type: Full-time in office

 

Company Overview:

Founded by a father and sons, Rhino USA stands as a passionate pioneer in the automotive accessory industry. We are driven by a love for what we do—providing high-quality, reliable products to outdoor adventure enthusiasts. Our dedication to excellence and customer satisfaction makes our products a favorite among enthusiasts and professionals.

 

Job Summary:

Rhino USA is seeking a driven and customer-focused Customer Experience Agent to join our team at the Georgia office. As a Customer Experience Analyst, you will be the face of RhinoUSA to our customers, ensuring their journey with us is seamless, supportive, and unforgettable. The ideal candidate has a deep understanding of customer experience systems and processes, a passion for delivering solutions, and a competitive drive to provide the best possible experience.. This role reports directly to the CX Manager.

 

Key Responsibilities:

Customer Support & Service

  • Customer Support: Provide world-class service by responding to customer inquiries via phone, email, and support tickets, maintaining professionalism and empathy at all times.
  • Phone Coverage: Ensure prompt coverage of inbound customer calls from 1:00 PM to 9:00 PM (EST).
  • Ticket Completion: Accurately process and resolve support tickets within established SLA times, prioritizing customer satisfaction.
  • Problem Solving: Identify and resolve customer pain points efficiently while escalating complex issues to the appropriate teams when necessary.

Order & System Management

  • Order Processing: Monitor order statuses across multiple e-commerce platforms to ensure timely processing, shipping, and delivery.
  • System Management: Utilize tools like Amazon Seller Central, Shopify, On-Site, Hootsuite, Postscript, and Monday.com to track and resolve issues such as order discrepancies, returns, and product inquiries.

Team Collaboration and Feedback

  • Team Collaboration: Work closely with the operations, marketing, and product development teams to provide customer feedback that can improve processes and product offerings.
  • In-Office Role: Be a collaborative team player in our Woodstock, Georgia office to foster a dynamic and productive environment.

Training & Knowledge Development

  • Knowledge Maintenance: Stay up-to-date on product details, policies, and customer service best practices to provide accurate information and solutions.
     

Qualifications:

Experience & Skills

  • 3+ years of experience in customer service or customer experience, preferably in an e-commerce or retail setting.
  • Proven ability to resolve customer issues efficiently while maintaining a high level of satisfaction.
  • Strong communication skills, both written and verbal, with a focus on professionalism and empathy.
  • Detail-oriented and organized, with a proactive and solutions-driven mindset.
  • Demonstrated ability to collaborate cross-functionally and contribute to community and product-building initiatives.

Technical Knowledge

  • Experience with ticketing systems, CRM platforms, and operational tools like Monday.com, Shopify, Hootsuite and Amazon Seller Central.
  • Familiarity with content creation and social media platforms is a plus.

Education & Interests

  • Bachelor’s degree in Business, Marketing, or a related field is preferred but not required.
  • Passion or interest in the power sports and/or outdoor supply industry.
  • Entrepreneurial spirit is a plus.

 

Key Performance Indicators (KPIs)

  • Phone Support: Maintain <10% missed calls at all times.
  • Ticket Management: Ensure resolution of all tickets within SLA by market.
  • Return/Refunds: Maintain an open age for returns and refunds of <48 hours without resolution.

Compensation/ Benefits:

  • Base Hourly Rate: $22- $25 
  • Discretionary Performance Bonus: Paid out of company profits based on individual and company performance.

 

Join Rhino USA and become part of a team that values your contribution and is dedicated to your professional development. If you are enthusiastic about providing stellar customer service and are excited about the automotive industry, apply with Rhino Today!

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