Customer Experience Analyst - Rhino USA : Job Details

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. An interest in off roading and out door adventures is strongly preferred. 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.
• 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.

Customer Experience Analytics

• Data Analysis: Collect, analyze, and interpret customer interaction and service data to identify patterns, trends, and opportunities for improvement.
• Continuous Improvement: Use insights to proactively recommend and support initiatives that enhance the overall customer journey and ensure a positive experience.

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, Gorgias, Aircall, Fufil.io 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, Gorgias, Aircall, Fulfil.io 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, off roading, over landing and/or outdoor supply industry.
• Entrepreneurial spirit is a plus.