Quality Management - Customer Service

Rio Grande•Albuquerque, NM

1h•Hybrid

About The Position

We, at Rio Grande, are passionate about offering world-class service, developing long-lasting customer relationships and empowering our associates to have an active and influential voice in how things get done. This is a full-time position. The successful candidate will enjoy a rewarding, challenging, and principled work environment. Guided by our core values, Rio Grande is committed to treating all people with dignity and respect. We are an equal-opportunity employer with a zero-tolerance policy for harassment or discrimination of any kind. As an advocate for equity and equality, we hire, train, and promote qualified people of all backgrounds. We consider employment candidates without regard to race, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other underrepresented class. We value our associates and have won the yearly Healthiest Places to Work and Family Friendly Business awards on multiple occasions. Our associates strive for joint accountability. We work together for the success of our stakeholders, and we provide a thoughtful, fun, and creative environment to support them. We encourage professional and personal development through a variety of training opportunities and a focus on promoting from within. Established in 1944, Rio Grande, a Berkshire-Hathaway manufacturer/distributor, has thousands of valued customers around the world. We are a principle-based company with a highly evolved team-based environment. We can show you how a profoundly effective organization lives these values every day. You can find our guiding principles, The 3 R’s, Respect, Responsibility and Results, on our website as well as information about our community support and how we protect the environment. Within our 186,000 sq. ft., solar-powered facility, with covered parking, Rio Grande has sales, marketing, supply chain, IT and administrative offices, a climate-controlled distribution center with more than 40,000 items, and a comprehensive, well-equipped manufacturing operation. Manufactured products include jewelry-making equipment (from basic tools to highly sophisticated induction casting machines) and jewelry components—both die-struck and cast. Capabilities include CAD/CAM, casting, stamp and form, metal finishing, CNC machining, manual milling, tool & die and electronics/mechanical assembly.

Requirements

2 years’ experience in customer service
Passion for going above and beyond to help customers grow their businesses.
Computer proficiency in a Windows/Microsoft Office-based environment and Internet navigation skills.
Self-motivation and bias to action.
Ability to gather and analyze information in order to quickly understand the customer’s core issue and convey the solution.
Excellent verbal and written communication skills
Ability to de-escalate and diffuse customer issues to reach a win-win solution.
Active listening skills.
Ability to adapt to change.
Positive attitude.
Strong attention to detail, research, and problem-solving skills.

Nice To Haves

SharePoint knowledge
bilingual in Spanish

Responsibilities

Research and resolve problems regarding customer service concerns and Distribution Center related issues.
Consult with customers via phone, chat, and email identifying the customers’ needs and how our products and services best serve those needs.
Handle customer inquiries in a friendly, professional manner to ensure excellent customer service experience.
Share the benefits of loyalty and marketing programs with customers.
Process customer orders
Resolve customer service issues balancing company and customer interests.
Collaborate with teammates to recommend and create process improvements.
Manage multiple business applications to effectively serve the customer.
Evaluate and process Wholesale onboarding requests from customers
Participate in outbound calling program for retention and reactivation of customers
Manage and prioritize daily activities and duties within service level agreements
Provide support and de-escalation help for customer service issues

Benefits

Medical plan with low premium rates and no high deductible (includes dental and vision) and telemedicine
401(k) matching program
Paid time-off benefits, plus an additional seven paid holidays
Paid life insurance and optional additional life insurance
Long-term and short-term disability
Flexible spending account
Pet insurance
Tuition reimbursement
On-site gym and company wellness program
Bereavement leave
Employee discounts at Rio Grande
Local and national discounts on various travel and entertainment
Competitive compensation, including an opportunity to share in the profits