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Rockford Fosgate · 13 hours ago

Customer Experience Specialist

Tempe, AZ

Full-time

Onsite

Entry, Mid Level

2+ years exp

Rockford Fosgate is a customer focused provider of audio solutions, and they are seeking a proactive, dedicated Customer Experience Specialist to join their dynamic team. The role involves handling a variety of customer inquiries, assisting domestic dealers and international distributors, and ensuring customer satisfaction through efficient order processing and support.

Electronics

Responsibilities

Handle inbound customer inquiries across various channels including phone, email, and live chat

Assist customers with warranty claims, processing warranty orders, and tracking issues

Work with the Quality Assurance team to escalate and investigate warranty issues for further assessment when necessary

Manage end-to-end processing of international and domestic orders, including dealer buy-ins, customs documentation, shipping, logistics, and order modifications

Ensure accuracy in domestic and international order processing, while maintaining a strong customer-centric approach

Continuously track and manage customer expectations to ensure issues are resolved in a timely manner ensuring satisfaction and brand loyalty

Collaborate with internal departments such as Sales, IT, Finance, and Marketing to improve processes and enhance customer experience

Maintain detailed records of all customer interactions, follow-ups, and escalations

Assist with the development and implementation of policies, best practices, and procedures to streamline customer support

Stay current with product offerings, warranty policies, and updates in the audio industry to provide knowledgeable and effective support

Provide feedback on common issues to help improve internal systems, product offerings, and customer interactions

Proactively reach out to customers when necessary to ensure continued satisfaction and problem resolution

Qualification

Customer service experienceCRM tools proficiencyOrder processing experienceTechnical communication skillsProblem-solving skillsAttention to detailMicrosoft Suite proficiencySecond languageFast-paced environment adaptabilityCustomer-first mentalityCross-functional collaboration

Required

2-3 years of experience in customer service or customer experience roles, preferably in a technical or product-based environment

Experience with warranty claims, order processing, and managing dealer accounts

Excellent verbal and written communication skills, with the ability to clearly explain technical issues and solutions

Strong problem-solving skills and the ability to handle multiple customer issues simultaneously

Proficiency in customer experience software, CRM tools (e.g., Zendesk), ability to quickly learn CRM systems like Oracle

Proficiency in full Microsoft suite of products (Outlook, Word, Excel, PPT) expected

Comfortable working in a fast-paced environment with shifting priorities

Ability to maintain professionalism and composure under pressure while addressing customer concerns

Strong attention to detail and accuracy when handling orders, warranty claims, and tracking information

High level of organization, motivation, and the ability to manage multiple tasks efficiently

A customer-first mentality with a focus on exceeding customer expectations

Preferred

Experience in audio, electronics, or similar industries

Knowledge of warranty policies, product quality assessments, and order fulfillment processes

Familiarity with order processing software and dealer management platforms

Experience working with cross-functional teams to resolve customer issues

High school diploma or equivalent required; Associate's or Bachelor's degree in business, communications, or a related field is a plus

Second language is a strong plus

Benefits

Flexibility

Competitive pay

Affordable healthcare

A 401k match

A pathway for growth

Company

Rockford Fosgate

Rockford Fosgate markets and distributes purpose-built audio systems for mobile, marine, motorsports and motorcycle applications along with safety and security systems for mobile applications.

Founded in 1980

Tempe, Arizona, USA

51-200 employees