Customer Success Specialist

About us Rigid Industries: Where your career shines bright! Join us for innovative work in off-road LED lighting. #RigidCareers Rigid Industries is an off-road performance lighting company specializing in premium LED lighting products and accessories for off-road, off-highway, and powersports applications. Known for its reliable and innovative lighting solutions, the company has a long history of providing cutting-edge solutions to enhance the visibility of off-road vehicles. Their extensive product line ranges from lightbars and spotlights to wiring and wiring harnesses and accessories. The company is a member of Clarience Technologies. Summary Join our team as a Customer Service Representative and become the voice of our brand! In this dynamic role, you'll be the first point of contact for our customers—resolving issues, answering questions, and ensuring every interaction is a positive one. You'll manage orders with precision, collaborate across departments to solve problems, and help drive customer satisfaction to new heights. If you're a proactive communicator with a passion for helping others and a knack for multitasking, this is your chance to thrive in a fast-paced, supportive environment where your contributions really matter.This job is Commission eligible (Performance Based), but not guaranteed. Essential Functions • Customer Support:Respond to client inquiries, providing timely and accurate information aligned with company policies. Monitor customer requests and needs, prioritizing tasks based on customer needs. Deliver exceptional customer service and maintain a high level of customer satisfaction Promptly and accurately address customer inquiries and complaints, including inquiries on product availability, prices, delivery times, and order status. Address customer service issues with effective problem-solving skills, ensuring client satisfaction and retention. Provide product information, troubleshooting support, and guidance to customers. Log all communication and interactions in the CRM/ticketing system to ensure consistency and continuity in customer service. Support customer onboarding processes, ensuring a smooth transition and understanding of our systems. Participate in ongoing training to remain knowledgeable about products and industry trends. • Order Management:Support the entry of purchase orders (POs) into the system, verifying and validating order details to ensure accuracy and successful fulfillment of all orders. Investigate and resolve customer or shipper complaints. Conduct root-cause analysis and create corrective actions for non-compliant shipments or other issues. Collaborate with other departments to resolve any issues related to order entry or fulfillment. • Communication and Collaboration:Communicate effectively with team members, other departments, and senior management. Support collaborative and productive relationships with departmental leaders and parent-company support teams. Foster a positive and collaborative work environment. Qualifications and Education Requirements • Proven experience in customer service and sales with 1-3 years of experience. • Excellent communication and interpersonal skills. • Strong problem-solving and conflict resolution abilities • Ability to work independently and as part of a team. • Proficiency in ERP, CRM software and Microsoft Office. • Ability to handle difficult customer inquiries with empathy and professionalism • Background in performance management and quality assurance • Exceptional organizational and multitasking capabilities Working Hours 8:00 am to 5:00 pm Monday through Friday On-site position. No option to work remote. Working Environment & Physical Job Requirements The physical demands described within this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Manufacturing / Office environment. • Fast paced environment with occasional interruptions. • Regularly required to sit and/or stand for extended periods of time. • Dexterity of hands and fingers to operator computer keyboard / perform assembly techniques. • Bending at the waist, kneeling or crouching. • Occasionally lift and/or move up to 10 pounds, rarely lift and/or move up to 35 pounds. EEO Statement It is the policy of RIGID Industries to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, RIGID Industries will provide reasonable accommodations for qualified individuals with disabilities. RIGID Industries participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Job Type: Full-time Pay: $17.50 per hour Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Paid time off • Vision insurance Schedule: • Monday to Friday Work Location: In person