Customer Experience Representative

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Job Description:

Job title:

Customer Experience Representative

Location:

Remote

Reports to:

Sr. Director, Hitachi Air Centers

The Company: Hitachi Global Air Power

At Hitachi Air Centers, you'll join a team of passionate professionals who are focused on delivering value, building lasting partnerships, and creating an outstanding customer experience. Every role contributes to our shared goal of helping our customers succeed.

Join us and be part of a team that makes a difference every day through service, expertise, and a commitment to excellence.

Our team is dedicated to helping customers maximize productivity, improve reliability, and keep their operations running efficiently. Through expert service, technical knowledge, parts support, and customized system solutions, we serve as trusted partners to businesses across a wide range of industries.

What sets us apart is our commitment to customer relationships. We don't just support equipment-we support the people and businesses that depend on it. Our teams work closely with customers to understand their unique needs, solve challenges, and deliver responsive, reliable service when it matters most.

At Hitachi Air Centers, our mission is summarized in these three basic statements:

• Provide consultive design and equipment selection support to ensure our customers’ systems are reliable and efficient

• Provide best in class field service and customer service support to those who rely on us every day to keep production up and running

• Provide the above at a competitive price

Summary of the position:

The Customer Experience Representative serves as a key point of contact supporting customer engagement, customer retention, and sales opportunity identification across all Hitachi Air Centers. This role is responsible for receiving incoming equipment sales inquiries, connecting customers with the appropriate Equipment Solutions Consultant, proactively re-engaging inactive customers, and identifying opportunities for additional business through customer outreach and CRM management. The Customer Experience Representative works closely with Sales, Service, and Customer Support teams to enhance the customer experience, increase customer loyalty, and support business growth. This is a full-time remote position.

Duties and responsibilities:

• Receive inbound equipment sales inquiries from customers and collect relevant information to assign opportunities to the appropriate Equipment Solutions Consultant.

• Serve as a first point of contact for customer inquiries and ensure timely routing and follow-up.

• Review and work assigned lost and drifted customer lists to re-engage inactive customers and convert them into active or recurring customers.

• Update customer account information, activities, and opportunities within Salesforce to maintain accurate customer records.

• Utilize information gathered from lubricant sample programs, installed base data, and legacy customer information to identify business opportunities and customer action items.

• Proactively communicate customer opportunities and recommended actions to Hitachi Air Center customer service teams to drive customer engagement and retention.

• Conduct outbound customer outreach campaigns to strengthen customer relationships and identify additional business opportunities.

• Track and document customer interactions, activities, and outcomes within Salesforce.

• Identify opportunities to provide quotations for equipment, parts, service, and other customer needs and communicate those opportunities to the appropriate sales resources.

• Identify and communicate opportunities for warranty renewals and participation in the ACE Air End Protection Program.

• Gather customer feedback regarding products, services, and overall customer experience and communicate findings to management.

• Prepare activity, customer engagement, and opportunity reports as required.

• Participate in team meetings and provide updates regarding customer trends, opportunities, and retention activities.

• Maintain a high level of customer service and professionalism in all customer interactions.

• Ensure CRM and customer engagement tools are maintained accurately and consistently.

Backup Sales Support Responsibilities:

• Prepare equipment proposals and quotations for Equipment Solutions Consultants as needed.

• Process and prepare won orders for turnover to Equipment Order Management Specialists.

• Assist with maintaining and updating proposal templates and documentation for equipment products.

• Support sales process administration and documentation activities during periods of increased workload or team absences.

Qualifications:

• Excellent verbal and written communication skills with a strong customer-focused approach.

• Demonstrated ability to build customer relationships and effectively communicate with customers by phone and email.

• Strong organizational skills with the ability to manage multiple tasks and priorities.

• Experience working with CRM systems, preferably Salesforce.

• Proficiency in Microsoft Office applications including Word, Excel, Outlook, and PowerPoint.

• Ability to analyze customer information and identify sales and service opportunities.

• Detail-oriented with strong follow-up and documentation skills.

• Ability to work independently in a remote environment while collaborating effectively with multiple teams.

Education:

• High School Diploma or equivalent (Related industry experience may be considered in lieu of education requirements)

• Associate or bachelor's degree in business, marketing, communications, or related field preferred.

Professional experience:

• Minimum 5 years of customer service, inside sales, customer support, sales support, or related experience.

• Experience working in industrial equipment, compressed air systems, manufacturing, distribution, or related industries preferred.

• Experience using Salesforce or similar CRM platforms preferred.

• Proven experience supporting customer retention, customer outreach, or lead generation activities preferred.

Key behaviors:

• Passion for delivering an exceptional customer experience.

• Strong listening, communication, and interpersonal skills.

• Self-motivated with the ability to work independently and proactively.

• Positive attitude with a customer-first mindset.

• Strong collaboration skills and ability to work effectively across multiple departments.

• Results-oriented with a focus on customer retention and business growth.

• High degree of professionalism, integrity, and accountability.

Direct reports:

• N/A

The successful candidate is responsible for complying with Hitachi’s Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.

This description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.

Hitachi Global Air Power is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.