Job Description

Introduction:

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Why join us?

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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.

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Description:

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In this role, you will:

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- Respond to customer enquiries across phone, ticketing and CRM channels, with a focus on international, export and selected key accounts.
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- Support the day-to-day workload and performance of the Customer Experience team, including stepping in to lead operations when required.
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- Facilitate customer and internal team meetings to resolve requirements, address escalations and keep actions moving.
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- Assist with preparing process documentation, training materials and onboarding resources.
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- Monitor customer service data and metrics to identify trends and support continuous improvement.
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- Manage the HubSpot CRM pipeline for assigned accounts, ensuring clear communication and follow-through.
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- Support customers with issue resolution, general enquiries and technical product-related questions.
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- Help coordinate order fulfilment by reviewing back orders, obsolete items and superseded products.
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- Work with Sales teams to support quotes, dealer referrals,



order updates and customer opportunities.
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- Collaborate with Export, Supply Chain, Logistics and 3PL partners to support timely order dispatch and delivery.
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- Maintain accurate NCR and CRM information to support quality and service standards.
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- Represent Clarus Adventure in meetings with external warehouse and logistics partners, including international partners where required.
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- Provide flexible support across the Customer Experience team and broader business as needed.
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Skills and Experiences:

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

#J-18808-Ljbffr

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