Customer Success Specialist

Hammond Power Solutions Inc. is a global manufacturer headquartered in Guelph, Ontario, Canada. HPS has grown to become the leader in North America in the custom design and manufacture of dry type transformers. For the past century, HPS has grown to deliver electrical power solutions to global markets and provides solutions for complex applications like, mining, rectifier, drives, traction, wind, solar and many other electrical power applications. The world relies on HPS to continually conceive and produce state-of-the-art transformer technology. We currently have an opening for a Customer Success Specialist, come grow with us!

Reporting to the Customer Success Manager, the Customer Success Specialist acts as the point of contact for our customers and representatives for inquiries, troubleshooting issues and providing ongoing assistance, while enhancing customer satisfaction and loyalty, leading to long-term business growth. This role acts as a liaison between the customer and other HPS departments, manages customer orders, and offers outstanding service to our customer base via phone and email. This role is located out of the of the Baraboo, WI.

Key Responsibilities Include:

• Handle all incoming customer call/inquiries via our call center and/or email in a professional and friendly manner
• Respond promptly to inquiries ranging from stock checks, pricing, product inquiries, product support and quotations
• Act as the first customer contact and build relationships with the Regional Sales Managers, Third Party Representatives and Customer base to ensure customer satisfaction. 
• Utilize the relevant software systems (MS D365 F&O, eQuotes) to enter orders with exceptional attention to detail and efficiency
• Review customer POs for accuracy, quotations and/or discrepancies for both standard and custom ETO product
• Manage orders from receipt of customer PO until shipment
• Update Customer Master records in MS D365 F&O and CRM
• Review customer POs for accuracy, quotations and/or discrepancies for both standard and custom ETO product
• Manage orders from receipt of customer PO until shipment
• Use all tools provided (CRM, Outlook, Excel, Word) to facilitate tracking and communication with internal departments to ensure delivery reliability to customers
• Update Customer Master records in MS D365 F&O and CRM
• Have a full understanding of ERP system inputs and outputs to ensure order processing accuracy and reduce dependency on other departments for information
• Review and respond to potential leads through LeadMethod Software or CRM

 Do you qualify? We are seeking: 

• High school diploma or equivalent
• 1+ experience in in customer service or a similar role, manufacturing sector
• Exceptional organizational skills with the ability to manage multiple tasks at once
• Proficient in Microsoft Office Suite and familiar with customer portals/systems. D365 an asset

NOTE: Hammond Power Solutions encourages applications from all qualified candidates. HPS has a great record of accommodating persons with disabilities. Contact our People & Culture team if you need accommodation at any stage of the application process or want more information on our accommodation policies.

Some of the benefits of working at Hammond: 

We are Great Place to Work Certified!  Our people work hard for us—so we make sure our benefits work hard for them. Our equitable pay, benefits, and practices prioritize security, health, and well-being while sharing in our business success through variable pay programs and our Employee Stock Ownership Program. 

Our core benefits focus on wellness, mental health, and financial security when employees need them the most, early career or getting ready for retirement. We also support work-life balance through flexible work schedules, paid time off, and leaves of absence. Employees and their families also have access to our confidential, best-in-class Employee and Family Assistance Program (EFAP). 

Specific Benefits includes: 

• Company 401K
• Dental care
• Disability insurance
• Employee assistance program
• Employee stock purchase plan
• Medical Insurance, Health reimbursement, health savings account
• Life insurance
• Vacation time
• Holiday
• Tuition reimbursement
• Vision care

We are committed to sustainable business practices and offer opportunities for our employees to support the communities where we live and work through our Hammond Giving Strategy.

#LI-SH1 #HP