[Hiring] Customer Excellence Representatives @High Bar Brands

Role Description

Want a short commute? High Bar Brands is hiring a Remote Customer Excellence Representative to support West Coast-based customers. Join our customer service team and work remotely, with comprehensive training and equipment provided to help you succeed. This is a day-shift position with specific hours from 8:00 AM to 5:00 PM (Monday-Friday) in the Pacific Standard Time Zone, designed to support your work-life balance and planning while serving our customer base. During your 30-day training period, you will work 7:00 AM-3:30 PM with a coach to set you up for success.

The High Bar Brands (HBB) Customer Excellence Representative is a member of the forward-facing customer team and serves as the customer's primary point of contact. The Representative owns each customer conversation from the first inbound or outbound interaction through follow-up and resolution, so customers never have to navigate internal departments to get answers. This role uses HubSpot as the primary customer interaction platform and supports the company objective of becoming the easiest company in the industry to do business with.

• Serve as the clear owner of each assigned customer conversation and ensure timely follow-up through completion.
• Handle inbound and outbound customer communication, including product questions, order status, quote follow-up, commercial campaigns, and general customer support.
• Use HubSpot as the primary customer interaction platform to log activity, track follow-ups, manage tasks, maintain customer history, and execute commercial campaigns.
• Build and apply product and application knowledge to resolve as many inquiries as possible without unnecessary handoffs.
• Coordinate with technical and product subject matter experts to get answers while staying engaged in the customer conversation.
• Partner with Sales on customer opportunities, add-on sales, quote follow-up, campaign execution, and customer retention activities.
• Work with Enterprise Order Operations, Customer Resolution & Support, and other internal teams to move orders and issues forward on the customer's behalf.
• Meet daily service expectations for call coverage, responsiveness, open follow-ups, and customer satisfaction.
• Document and share recurring customer pain points with the Team Lead and recommend process, system, or training improvements.
• Support newly acquired customers as they transition into the High Bar Brands customer experience model.
• Escalate material customer issues to the Team Lead promptly while maintaining ownership of customer communication.
• Participate in coaching, training, and team meetings and apply feedback to improve performance.

Qualifications

• Demonstrated experience in customer service, customer experience, order operations, inside sales, or a closely related commercial support function.
• Strong organizational skills with the ability to manage multiple priorities, follow-ups, and customer commitments in a fast-paced environment.
• Strong written and verbal communication skills with a practical, customer-focused approach to problem-solving.
• Ability to work effectively with Sales, Operations, Finance, Quality, IT, and other functional teams.
• Working knowledge of CRM and ERP systems and the discipline to maintain accurate, timely customer and transaction records.
• Ability to learn technical product and application information and explain it clearly to customers.
• Ability to accept coaching, take ownership, and meet defined performance standards.

Requirements

• Experience in commercial vehicle, heavy-duty aftermarket, manufacturing, distribution, trailer OEM, or truck OEM environments.
• Experience with HubSpot CRM and/or Acumatica ERP.
• Experience working in a call center, inside sales, customer success, or other customer-facing service team.
• Experience supporting business integration, process improvement, or rapid organizational growth.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer in an office setting.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance
• Work from home