Job Category: Call Centre and Customer Service

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.

Job Description

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- Help coordinate order fulfilment by reviewing back orders, obsolete items and superseded products.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.

Desired Skills and Experience

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 team-oriented 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)
- Skilled 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

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📌 Senior Customer Experience Specialist (New South Wales)
🏢 Rhino-Rack
📍 New South Wales