Customer Experience Analyst

Position Overview The Customer Experience Analyst is primarily a frontline customer-support role with additional responsibility for order monitoring, performance tracking, documentation, and process improvement. This person will provide dependable phone and ticket coverage, ensure assigned queues are cleared by the end of the shift, and help resolve customer order issues before they age. The right candidate is a strong customer-support professional who is ready to develop their analytical, operational, and process-improvement skills. This is a seasonal, hybrid position with the potential to lead to permanent employment based on performance and business needs. Both part-time and full-time candidates may be considered. Schedule and Work Arrangement Hybrid work arrangement, with required office attendance varying based on business needs. Part-time and full-time schedules may be available. Shifts will be scheduled within the hours of 1:00 PM-9:00 PM ET, Monday through Friday. Later-day coverage is an important part of this role. Occasional weekend support may be required, generally once or twice per month during periods of increased demand. Key Responsibilities: Customer Support and Queue Management Provide professional and timely support through phone, email, chat, and other assigned customer-service channels. Manage assigned ticket queues and work toward clearing all actionable conversations by the end of each shift. Respond to customer questions about orders, products, shipping, returns, refunds, cancellations, and warranties. Maintain clear, accurate, and customer-focused communication across every interaction. Escalate urgent, high-risk, or unresolved customer issues to the appropriate team member. Order and Exception Management Monitor customer orders and exceptions to ensure they are processed, corrected, escalated, or appropriately canceled within 24 hours. Track orders from receipt through fulfillment and delivery, with additional attention given to delayed or at-risk orders. Investigate issues involving missing information, inventory shortages, fulfillment delays, shipping problems, system errors, or third-party logistics partners. Process cancellations and refunds accurately and in accordance with company policies. Coordinate with Customer Experience, Operations, Warehouse, and third-party partners to resolve order-related issues. Keep customers informed when an issue affects the status or delivery of their order. Reporting and Analysis Monitor assigned service levels, queue health, order aging, call performance, and customer-satisfaction results. Accurately enter and maintain data used for management reporting. Flag missed targets, recurring customer issues, unusual trends, and operational risks. Provide concise updates on performance, open issues, and recommended next steps. Help identify trends and suggest practical improvements to the customer or employee experience. Process Improvement and Documentation Create, update, and audit standard operating procedures, macros, and internal knowledge resources. Help identify gaps or outdated information within the customer-facing Help Center and internal knowledge library. Recommend improvements that make it easier for customers to find answers and for the CX team to resolve issues consistently. Support approved changes to workflows, documentation, and customer-service processes. Systems and Record Accuracy Work across Gorgias, Shopify, Fulfil.io or other ERP tools, Aircall, Monday.com, and applicable marketplace portals. Maintain accurate records of customer interactions, order changes, refunds, cancellations, and resolutions. Report system problems or workflow breakdowns and assist with validating improvements. Follow company policies and maintain appropriate confidentiality when handling customer and order information. Qualifications: Key Performance Expectations Success in this position will include consistently working toward the following standards: Assigned ticket queues cleared of actionable conversations by the end of the shift. At least 95% of applicable tickets answered within 24 hours . Customer order exceptions reviewed and appropriately actioned within 24 hours . Customer satisfaction maintained above 4.5 . Missed-call rate maintained below 10% . Accurate and timely escalation of issues that cannot be independently resolved. Targets may be adjusted based on channel, staffing, seasonality, and business needs. Qualifications Customer-service experience in e-commerce, retail, order management, or a related environment preferred. Strong written and verbal communication skills. Demonstrated ability to manage customer conversations professionally by phone and through digital channels. Strong organization, follow-through, and attention to detail. Ability to prioritize multiple queues, orders, and deadlines in a fast-paced environment. Comfortable tracking performance, entering accurate data, recognizing trends, and escalating concerns. Ability to learn and navigate multiple software platforms; experience with Gorgias, Shopify, Fulfil.io, Aircall, Monday.com, ERP systems, or marketplace portals is a plus. Sound judgment and the ability to follow established policies while recognizing when an exception requires escalation. Availability to work scheduled shifts within the 12:00 PM-9:00 PM ET coverage window. Interest in powersports, towing, hauling, camping, recovery, or outdoor products is a plus. Entrepreneurial mindset and willingness to help improve developing processes. Why Join Rhino USA? At Rhino USA, you will join a collaborative, fast-moving e-commerce team that values ownership, practical ideas, and excellent service. This role offers an opportunity to strengthen your customer-support expertise while gaining experience in order operations, reporting, process documentation, and continuous improvement. We offer competitive compensation and the opportunity for a successful seasonal team member to be considered for permanent placement based on performance and business needs. Rhino USA is an equal opportunity employer. We consider qualified applicants without regard to legally protected characteristics. #J-18808-Ljbffr Rhino USA, Inc