Customer Experience Representative - Manchester, NH

Job description

Job Overview The Customer Experience Representative serves as a primary point of contact for customers, sales teams, and internal business partners. This role is responsible for delivering exceptional customer support while managing customer inquiries, order processing, order resolution, returns, and tool repair transactions. The successful candidate will collaborate across multiple functions to ensure a positive customer experience and support the achievement of business objectives. A Day In The Life Primary Responsibilities Serve as the primary point of contact for customer inquiries via phone, email, chat, and CRM platforms. Process, review, and manage customer orders while ensuring accuracy of pricing, product, quantity, and shipping information. Investigate and resolve order discrepancies, customer complaints, shipping issues, pricing concerns, and product-related inquiries. Manage return authorizations (RMAs) and tool repair transactions from initiation through completion, including customer communication and documentation. Communicate order, return, and repair status updates while proactively managing customer expectations. Maintain accurate customer records and transaction documentation within SAP, Salesforce, and related business systems. Partner with Sales, Pricing, Product Management, Planning, Operations, Manufacturing, Quality, Technical Services, and Logistics to resolve issues and support customer needs. Utilize reporting tools and business systems to analyze data, support operational objectives, and identify continuous improvement opportunities. Support team goals by managing workload priorities, meeting productivity expectations, and providing cross-functional support as needed. What will help you thrive in this role? Associate's degree in Business or related field preferred, or equivalent combination of education and experience. 2+ years of experience in customer service, order management, inside sales support, or a related business function (Preferred). Strong customer service and relationship-building skills. Excellent verbal and written communication skills. Strong analytical, problem-solving, and organizational abilities. Ability to prioritize multiple responsibilities and work effectively in a fast-paced environment. Proficiency with Microsoft Office applications, particularly Excel. Experience with SAP, Salesforce, Power BI, or similar ERP/CRM platforms preferred. Hubbell Incorporated Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently. The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and Transportation. Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools technologies across our businesses. We are committed to operating sustainably and ethically while promoting an inclusive and supportive culture for our people to grow and develop in their careers. Our employees proudly work and serve our communities from our headquarters in Shelton, CT, across the United States and around the globe. Hubbell Electrical Solutions Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. HES provides the critical components that allow operators of buildings, factories and other industrial infrastructure to connect, protect, wire and manage power. Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class. The above summary of position responsibilities and requirements is not intended, and should not be construed, to be an exhaustive list of duties, skills, efforts, physical requirements, or working conditions associated with the position. It is intended to be an accurate reflection of those principal position elements essential for making decisions related to position performance, employee development, and compensation.