Customer Experience Representative

Location: Manchester, NH
Schedule: Monday–Friday, 8:00 AM–5:00 PM

Position Summary

We are seeking a customer-focused Customer Experience Representative to serve as a primary point of contact for customers, providing support throughout the order and service lifecycle.

This position will handle customer inquiries, process orders, resolve shipping and product-related issues, coordinate returns and repairs, and work closely with internal departments to deliver an exceptional customer experience.

The ideal candidate will have experience in customer service, order management, or sales support, along with strong communication, problem-solving, and organizational skills.

Key Responsibilities

Customer Service & Support

• Serve as a primary point of contact for customers via phone, email, chat, and CRM systems.
• Respond to customer questions and inquiries in a professional and timely manner.
• Build and maintain positive customer relationships.
• Provide regular updates regarding orders, issues, returns, and service requests.
• Ensure customer concerns are followed through to resolution.
• Deliver a positive customer experience during every interaction.

Order Management

• Enter and process customer orders accurately and efficiently.
• Review order information and ensure accuracy.
• Respond to questions regarding order status, products, availability, and shipping.
• Research and resolve order discrepancies and processing issues.
• Coordinate with internal teams to ensure customer orders are fulfilled appropriately.

Returns & Repair Coordination

• Manage customer product returns from initiation through resolution.
• Coordinate repair requests and track their progress.
• Maintain communication with customers throughout the return or repair process.
• Ensure appropriate documentation is completed and maintained.

Issue Resolution

• Research and resolve:
  • Order issues
  • Shipping concerns
  • Product questions
  • Returns and repairs
  • General customer inquiries
• Identify appropriate solutions and escalate issues when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions.

Cross-Functional Collaboration

• Partner with Sales, Operations, Logistics, and other internal teams to meet customer needs.
• Communicate customer requirements and issues to appropriate stakeholders.
• Coordinate across departments to ensure timely resolution of customer concerns.
• Identify opportunities to improve internal processes and the overall customer experience.

Qualifications

Preferred Experience

• 2+ years of experience in one or more of the following:
  • Customer Service
  • Customer Experience
  • Order Management
  • Sales Support
  • Inside Sales
  • Account Support
• Experience working in a fast-paced, customer-focused environment.

Required Skills

• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Strong problem-solving and issue-resolution skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities simultaneously.
• Ability to work effectively across multiple departments.
• Proficiency with Microsoft Office, including Excel.
• Comfortable learning and navigating CRM and ERP systems.

Preferred Systems Experience

• SAP
• Salesforce
• CRM systems
• ERP/order management systems