Quality Management - Customer Service

The Opportunity:  

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.  

What You’ll Do: 

• 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 

What You’ll Need:  

You will have 2 years’ experience in customer service, as well as a passion for going above and beyond to help customers grow their businesses. Additional qualifications include:  

• Computer proficiency in a Windows/Microsoft Office-based environment and Internet navigation skills. SharePoint knowledge a plus. 
• 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; bilingual in Spanish is a plus. 
• 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. 

Schedule: This is a full-time position offered Monday – Friday with an eight-hour shift between the hours of 8:00 am – 5 pm daily. Primarily onsite, hybrid work potential.  

Work Conditions: Primarily sedentary, requiring employees to sit for extended periods. This can include working at a computer, attending meetings, and performing other tasks while seated. 

The successful candidate will enjoy a rewarding, challenging, and principled work environment. 

Diversity, Equity, Inclusion and Belonging:

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.

The Reward:
Rio Grande provides a generous benefit package for full-time (30+ hours a week) associates that includes:

• 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

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.

The Company:
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.