Senior Customer Experience Specialist

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Introduction:
Why join us?

At Rhino-Rack, we are more than just a leading manufacturer of roof racks, bike carriers, and vehicle accessories—we are a community driven by core values that put people first. We believe in customer centricity, innovation, and continuous growth. Here, you will thrive in a dynamic, fast-paced environment where your skills and ideas are not just welcomed but celebrated. Join us and be part of a team where your contributions truly make a difference, and where collaboration and quality are at the heart of everything we do.

Description:
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In this role, you will:

• Respond to customer enquiries across phone, ticketing and CRM channels, with a focus on international, export and selected key accounts.
• Support the day-to-day workload and performance of the Customer Experience team, including stepping in to lead operations when required.
• Facilitate customer and internal team meetings to resolve requirements, address escalations and keep actions moving.
• Assist with preparing process documentation, training materials and onboarding resources.
• Monitor customer service data and metrics to identify trends and support continuous improvement.
• Manage the HubSpot CRM pipeline for assigned accounts, ensuring clear communication and follow-through.
• Support customers with issue resolution, general enquiries and technical product-related questions.
• Help coordinate order fulfilment by reviewing back orders, obsolete items and superseded products.
• Work with Sales teams to support quotes, dealer referrals, order updates and customer opportunities.
• Collaborate with Export, Supply Chain, Logistics and 3PL partners to support timely order dispatch and delivery.
• Maintain accurate NCR and CRM information to support quality and service standards.
• Represent Clarus Adventure in meetings with external warehouse and logistics partners, including international partners where required.
• Provide flexible support across the Customer Experience team and broader business as needed.

Skills and Experiences:
You will have a minimum of 4+ years of experience in customer service or a related field, along with relevant qualifications in business administration, communication, or customer service.

Strong verbal and written communication skills
Demonstrated experience in similar roles.
Cultural fluency and sound stakeholder management
Excellent interpersonal skills and a collaborative approach to teamwork
Effective self-management abilities to prioritize tasks and meet deadlines
Proficient in problem-solving and decision-making
Confidence in holding and leading meetings, and preparing clear reporting for management and stakeholders
Experience with customer service data and metrics, with the ability to identify trends and support process improvement initiatives
Experience assisting with training, coaching, or upskilling team members
Reliable attendance and punctuality
Proficiency in CRM and ERP systems (HubSpot and NetSuite is preferred)
Professional phone manner for handling inbound and outbound calls
Eagerness to learn and adapt to new systems and processes
Ability to follow detailed instructions with minimal supervision
Experience with Excel and other Microsoft Suite applications