Customer Service Representative - Manchester, NH (Hybrid)
About The Position
In an organization known for its world-class customer service, answer live incoming customer queries by phone, chat, and email is the primary responsibility of the Customer Service Representative at Hubbell. This role involves servicing approximately 80-100 customer contacts per day, providing price and availability, order status, and general customer information. The representative will interpret and communicate information from the ERP system and customer portal, process, resolve, and expedite orders, and collaborate with team members to ensure fast, high-quality customer responses. Maintaining composure, empathy, and a positive attitude in a fast-paced environment is crucial. Collaboration with various departments such as order resolution, technical service, product management, sales, quality, warehouse, planners, and buyers is expected. The role also includes coding interactions, completing customer spreadsheets, handling advanced product inquiries using technical knowledge, looking up special pricing agreements, creating quotes within guidelines, facilitating customer order reports, and managing key and challenging accounts.
Requirements
- Experience working with customers to solve problems is required
- High School Diploma in General Studies (required)
Nice To Haves
- SAP, SALESFORCE experience preferred
- College Education in any field of study is preferred
Responsibilities
- Service approximately 80-100 customer contacts per day
- Provide price and availability, order status, and general customer information upon request
- Interpret and communicate information from ERP system and customer portal to customers
- Process, resolve, and expedite orders
- Collaborate with team members to balance out workload leading to a fast, high quality response for the customer
- Maintain composure, empathy, and positive attitude in extremely fast-paced team-environment
- Collaborate with order resolution, technical service, product management, and sales, quality, warehouse, planners, and buyers as needed in service of the customer
- Code calls/emails/chats to accurately reflect interaction type
- Complete customer spreadsheet and other special notifications
- Utilize strong technical knowledge to handle more advanced product-related inquiries
- Look up special pricing agreements and convey accurate price to internal and external customers
- Create quotes as permitted within pricing guidelines
- Facilitate creation of customer order reports
- Manage key accounts, challenging accounts, and challenging salespeople
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
