What are the responsibilities and job description for the Customer Experience Analyst position at Rhino USA, Inc?

About Us :

Rhino USA is a leading global e-commerce company specializing in Powersport Accessories for towing, hauling, over-landing, and all outdoor adventures. We are dedicated to providing our customers with high-quality products through efficient supply chain management, strategic planning, and premium customer experience. As we continue to expand our operations worldwide, we are seeking a skilled Customer Experience Agent to join our team.

Overview

Rhino USA is seeking a driven and customer-focused Customer Experience Analyst to join our team at the Woodstock, 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.

Job Duties and Responsibilities

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 10 : 00 AM to 6 : 00 PM (EST).

Ticket Completion :

Accurately process and resolve support tickets within established SLA times, prioritizing customer satisfaction.

System Management :

Utilize tools like Amazon Seller Central, Shopify, On-Site, and Monday.com to track and resolve issues such as order discrepancies, returns, and product inquiries.

Problem Solving :

Identify and resolve customer pain points efficiently while escalating complex issues to the appropriate teams when necessary.

Order Processing :

Monitor order statuses across multiple e-commerce platforms to ensure timely processing, shipping, and delivery.

Team Collaboration :

Work closely with the operations, marketing, and product development teams to provide customer feedback that can improve processes and product offerings.

Knowledge Maintenance :

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

In-Office Role :

Be a collaborative team player in our Woodstock, Georgia office to foster a dynamic and productive environment.

Qualifications :

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.

Experience with ticketing systems, CRM platforms, and operational tools like Monday.com, Shopify, and Amazon Seller Central.

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.

Familiarity with content creation and social media platforms is a plus.

Bachelor’s degree in Business, Marketing, or a related field is preferred but not required.

Passion or interest in powersports and / or outdoor supply industry

Entrepreneurial spirit a plus

Key Performance Indicators (KPIs)

Phone Support : Maintain

Ticket Management : Ensure resolution of all tickets within SLA by market.

Return / Refunds : Maintain an open age for returns and refunds of

Why Join Us :

Joining Rhino USA means being part of a dynamic and innovative team that is shaping the future of e-commerce and the Powersport Accessory industry. We offer competitive compensation, opportunities for career growth, and a collaborative work environment where your ideas and contributions are valued. If you are passionate about supply chain management and thrive in a fast-paced, global environment, we'd love to hear from you.

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Customer Experience Analyst

What are the responsibilities and job description for the Customer Experience Analyst position at Rhino USA, Inc?

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