Customer Experience Representative - Manchester, NH

About the Role

The Customer Experience Representative serves as a primary point of contact for customers, sales teams, and internal business partners. This role delivers exceptional customer support while managing 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 business objectives.

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.

Requirements

• 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.

About the Company

Hubbell Incorporated creates critical infrastructure solutions that power customers, communities, people, and the planet. The company is strategically aligned around enabling grid modernization and electrification. As more products plug into an aging grid, Hubbell solutions enable the transition to a more reliable, resilient, and efficient energy infrastructure.

Founded in 1888, Hubbell is a leading global manufacturer of high-quality electrical and utility solutions, operating in two segments: Hubbell Utility Solutions (HUS) and Hubbell Electrical Solutions (HES). HUS enables the grid to conduct, communicate, and control energy across utility applications, while HES provides critical components for managing power in buildings, factories, and industrial infrastructure. Hubbell serves markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom, and Transportation.