Customer Experience Specialist

Key Responsibilities

• Handle inbound customer, dealer, and sales representative inquiries across phone, email, live chat, Zendesk, and other
• approved support channels.
• Assist customers and dealers with warranty claims, order status, order entry questions, shipping concerns, tracking issues,
• product information, and general customer service requests.
• Process assigned warranty, order, and customer service requests accurately and in accordance with established department
• procedures.
• Monitor assigned customer cases and follow through to resolution or escalation using proper documentation and follow-up
• practices.
• Follow approved escalation procedures when customer concerns, warranty questions, order issues, or product concerns
• require additional review.
• Maintain accurate records of customer interactions, ticket updates, warranty details, order information, follow-ups, and
• internal notes in the appropriate systems.
• Communicate clearly and professionally with customers, dealers, sales representatives, and internal departments while
• maintaining a helpful and customer-first approach.
• Partner with the Customer Experience Supervisor, Tech Support, Quality Assurance, Shipping, Sales, Finance, and other
• internal teams as directed to help resolve assigned customer issues.
• Follow established policies, procedures, SOPs, checklists, warranty requirements, and customer communication standards.
• Document recurring customer concerns, product feedback, dealer issues, or process challenges and communicate those
• observations to the Customer Experience Supervisor.
• Meet department expectations for response time, follow-up, documentation quality, accuracy, professionalism, and customer
• experience standards.
• Support team initiatives, process updates, training activities, and service improvements as assigned.
• Stay current on product offerings, warranty policies, system updates, and department procedures to provide accurate
• support.

Qualifications

• 2-4 years of customer service, customer experience, dealer support, technical support, order processing, or related
• experience preferred.
• Experience in a technical, product-based, audio, electronics, automotive, powersports, marine, or manufacturing environment
• is helpful.
• Experience with warranty claims, order processing, customer follow-up, dealer accounts, shipping questions, or ticket
• documentation preferred.
• Excellent verbal and written communication skills with the ability to explain information clearly and professionally.
• Strong problem-solving skills with the ability to follow procedures, ask appropriate questions, and escalate issues when
• needed.
• Strong attention to detail and accuracy when handling customer records, orders, warranty claims, tracking information, and
• ticket notes.
• 600 S. Rockford Drive Tempe, AZ 85288 www.rockfordcorp.com
• Ability to manage multiple customer issues, prioritize assigned work, and follow through on open items in a fast-paced
• environment.
• Ability to maintain professionalism and composure when assisting customers or dealers with concerns.
• Proficiency with customer experience software, CRM tools, ticketing systems, and the ability to quickly learn systems such as
• Zendesk and Oracle.
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.
• Customer-first mindset with a focus on helpful communication, accurate information, and timely follow-up.

Preferred Qualifications

• Experience in audio, electronics, automotive aftermarket, powersports, marine, or similar industries.
• Knowledge of warranty policies, customer service workflows, order fulfillment, dealer support, product troubleshooting intake,
• or shipping processes.
• Familiarity with Zendesk, Oracle, dealer dashboards, CRM platforms, or order management systems.
• Experience working with cross-functional teams to resolve customer or dealer issues.

Education

About Rockford & Benefits

• Rockford Fosgate is an equal opportunity employer located in Tempe, Arizona. Join us and thrive in a dynamic office
• environment where your contributions truly make a difference. Enjoy the benefits of flexibility, competitive pay, affordable
• healthcare, a 401k match, and a pathway for growth.
• Interested and qualified applicants are encouraged to send their resume and cover letter to jobs@rockfordcorp.com. Visit
• www.rockfordfosgate.com to learn more about us.