[Hiring] Customer Experience Representative @Hitachi

Role Description

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 and 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.
• Working closely with Sales, Service, and Customer Support teams to enhance the customer experience, increase customer loyalty, and support business growth.

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