Customer Experience Representative - Manchester, NH

A Day In The Life

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.

Job Overview

• 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.