Senior Customer Experience Specialist

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.

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• Help coordinate order fulfilment by reviewing back orders, obsolete items and superseded products.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

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