Customer Service Representative - Rackmount Solutions

Job Title: Customer Service Representative

Company Overview:

For more than 15 years, Rackmount Solutions has provided Server Racks, Server Cabinets, Wall Mounts, Cooling Solutions, Outdoor Enclosures, Batteries, Integrated AC and DC Power System Solutions, ID Printing Solutions, Server Rack Accessories, and Networking Equipment along with installation and maintenance services for the Datacom and Telecom industries.

Our headquarters located in Plano, TX has been certified to ISO 9001:2015 and has been recognized as an Inc. 5000 company. We have a well-established track record of customer service and product performance. We're experts at delivering custom solutions designed to fit your exact server rack needs, both on time and on budget. From a home server rack to a unique single custom cabinet, from one equipment rack to an entire custom data center, Rackmount Solutions has all of the rack cabinets and rack accessories you need. Our staff knows these products from top to bottom and can help find the right fit for your space. Rackmount Solutions has expanded its capabilities and recognizes Newbart ProductsNelly's Security and Challenge Technology as divisions of Rackmount Solutions.

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Job Summary:


  • Understand and follow processes surrounding order processing, and customer support to provide an exemplary customer experience, both pre- and post-sale.
  • Respond to customer inquiries quickly and appropriately.
  • Process sales orders from various sales channels (website, phone sales, etc.)
  • Provide order status updates to customers and maintain accurate statuses on open orders.
  • Proactively communicate with vendors to obtain status updates on orders.
  • Receive, respond to, and manage customer requests for returns (RMAs).
  • Receive, respond to, and manage claims for damaged/lost merchandise.
  • Data entry functions including but not limited to logging tracking numbers.
  • Maintain professional and cordial relationships with customers and vendors.
  • Coordinate with other departments (Sales, Accounting, Warehouse, etc.) as needed to best serve our customers


  • Must possess basic computer literacy and the ability to utilize the Microsoft Office suite (Outlook, Word, Excel, Teams), as well as a web-based order management system and payment processing system.
  • Must be able to effectively use the internet for research and education.
  • Must possess intrapersonal skills allowing for professional and productive conversation with customers, vendors, and co-workers via phone and email.
  • Must be able to compose written communications with appropriate spelling, grammar, and punctuation.
  • Must possess superior listening skills.
  • Must possess the ability to multitask.
  • Must be detailed oriented and quick to notice discrepancies.
  • General knowledge of information technology solutions is a plus.


  • Health, Dental, Vision, 401k, PTO

Apply today and be part of a dynamic and growing company at the forefront of the industry.

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