Customer Experience Representative at Hitachi

Job description

Location: Remote - United States Job ID: R0145037 Date Posted: 2026-09-14 Company Name: HITACHI GLOBAL AIR POWER US, LLC Profession (Job Category): Communications & Corporate Affairs Job Schedule: Full time Remote: Yes 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