Product Solutions Advisor

Join a team where precision matters.

Rackmount Solutions is a premier provider of IT infrastructure and security solutions. Our McKinney division specializes in datacom environments, offering everything from server racks and power distribution to cooling systems and custom solutions for data centers and computer rooms. We’re known for delivering an exceptional customer experience from the first conversation through order fulfillment and long after the sale.

We’re currently seeking a detail-driven, curious, and customer-focused Product Solutions Advisor to join our team. This is a full-time, in-person position based at our McKinney headquarters; applicants must be able to reliably commute to the office.

This role is ideal for someone who genuinely enjoys learning how products work, researching technical information, solving problems, and helping people find the right solution. You should be the kind of person who notices when a product dimension doesn’t make sense, wants to understand the difference between two similar products, and enjoys digging through specifications and vendor resources to find an answer.

Our customers often come to us with a problem, a set of requirements, or only a general idea of what they need. Your job is to listen carefully, ask the right questions, research the available options, and help them arrive at an appropriate solution.

What You’ll Do

As a Product Solutions Advisor, you will serve as a knowledgeable resource for our customers, helping them navigate products, specifications, availability, pricing, and ordering with accuracy and care.

Product Solutions

• Communicate directly with customers by phone and email to understand their needs, ask thoughtful questions, and identify appropriate products and solutions.
• Listen carefully to customers and translate their requirements into specific product characteristics, specifications, and solutions.
• Research products through our website, manufacturer documentation, vendor portals, and other reliable sources.
• Develop and maintain a strong working knowledge of our products and the technologies surrounding them.
• Continually learn about new products, manufacturers, technologies, and industry developments.
• Compare products and solutions based on specifications, dimensions, compatibility, availability, and customer requirements.
• Interpret technical vendor literature, datasheets, drawings, and specifications to determine whether a product will meet a customer's needs.
• Identify non-standard or custom solutions when the right answer is not readily available on our website.
• Work with vendors and manufacturers to verify product specifications, compatibility, pricing, availability, lead times, and other details.
• Help customers navigate our website and product resources when additional guidance is needed.

Quoting and Order Support

• Prepare accurate and timely quotations based on customer requirements.
• Generate sales orders and ensure that product, pricing, shipping, and customer information are correct before orders are processed.
• Assist business development representatives with product research, quoting, and order-related support as needed.
• Validate purchase orders and ensure they accurately reflect quoted products, pricing, quantities, and terms.
• Process credit card transactions and coordinate the handoff of orders to customer service.
• Provide shipping estimates using web-based transportation management tools.
• Maintain accurate CRM records, including follow-ups, customer communications, opportunities, and order status.
• Coordinate with customer service, warehouse, accounting, and other internal teams to resolve issues and ensure a smooth customer experience.

Customer Experience

• Respond promptly and thoughtfully to customer questions and requests.
• Take ownership of customer issues and follow through until they are resolved or appropriately handed off.
• Provide clear, accurate information rather than simply directing customers to a product page or giving them an answer without understanding their needs.
• Build customer confidence through knowledge, responsiveness, professionalism, and attention to detail.
• Look for opportunities to make the customer's experience easier, more efficient, and more successful.

The Type of Person We’re Looking For

We’re looking for someone who is naturally curious, analytical, detail-oriented, and genuinely interested in helping people.

You may be a particularly strong fit if you:

• Enjoy learning about products, technology, and how things work.
• Naturally research an unfamiliar product or topic rather than guessing at the answer.
• Are comfortable reading product specifications, dimensions, technical documentation, and comparison charts.
• Notice small details and inconsistencies that others might overlook.
• Like solving problems and figuring out how different pieces of information fit together.
• Listen carefully before jumping to a solution.
• Ask probing questions because you want to understand the customer's actual need.
• Take pride in providing accurate information.
• Enjoy becoming a subject-matter resource for the products you support.
• Are patient and thoughtful when helping customers who may not know exactly what they need.
• Can balance multiple requests without allowing details to fall through the cracks.
• Are comfortable saying, “I don't know, but I'll find out.”
• Enjoy learning new products, technologies, systems, and processes on an ongoing basis.

Required Skills and Qualifications

• Excellent written and verbal communication skills, including strong grammar, spelling, formatting, and professional tone.
• Exceptional attention to detail and data accuracy.
• Strong research and information-gathering skills.
• Ability to understand and interpret product specifications, dimensions, quantities, and other technical information.
• Comfortable with basic math, including cost and margin calculations using digital tools.
• Strong proficiency with Microsoft Office, particularly Outlook and Teams.
• Comfortable learning and working within CRMs, ecommerce platforms, order management systems, payment systems, vendor portals, and other web-based tools.
• Ability to manage multiple priorities while maintaining accuracy and responsiveness.
• Strong organizational and time-management skills.
• Professional, positive, and solution-oriented demeanor.

Preferred Experience

Experience in ecommerce and/or information technology is strongly preferred. Experience with NetSuite is preferred but not required.

Particularly relevant backgrounds may include:

• Ecommerce or online retail
• IT hardware or technology products
• Data center or server infrastructure
• Technical customer support
• Product support or product research
• Technical inside sales
• Customer service involving complex products or solutions
• Distribution or B2B product environments

What Success Looks Like

The person who succeeds in this role will become someone that customers and coworkers alike can rely on for accurate answers.

You won't be expected to know everything when you start. You will be expected to be curious, ask questions, do the research, pay attention to the details, and follow through.

If a customer says, “I need something that will fit in this space and support this equipment,” we want someone who gets interested in figuring out exactly what will work best, rather than simply recommending the first product that appears in a search.

If you’re someone who enjoys learning products, solving problems, helping customers, and getting the details right, we’d like to hear from you.

Attention to detail is not optional; it’s the foundation of how we deliver trusted solutions.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• A customer asks you a product question and you don't know the answer. What steps would you take to find the answer and respond to the customer?
• What interests you about working with technical products and helping customers find the right solution?
• When researching an unfamiliar product online, how do you determine whether the information you've found is accurate?

Ability to Commute:

• McKinney, TX 75070 (Required)

Work Location: In person