Customer Support Specialist

Description

At HESCO, we’re looking for a driven and detail-oriented Customer Support Specialist to join our team. In this role, you’ll work alongside our sales team to support customers, process orders, and keep things running smoothly behind the scenes. If you thrive in a fast-paced environment, enjoy solving problems, and love being the go-to person for getting things done, we’d love to hear from you. This is a great opportunity to build a career in industrial automation with a company that values initiative, collaboration, and customer satisfaction.

Requirements

The Customer Support Specialist supports daily sales operations by ensuring smooth communication between customers, vendors, and our Sales team. This role handles order processing, responds to inquiries, and helps deliver a positive customer experience. The ideal candidate is detail-oriented, proactive, and thrives in a fast-paced environment.

• · Process customer quotes, orders, modifications, and cancellations received via phone or email ensuring accuracy and prompt handling
• · Partner closely with Sales to ensure a seamless customer experience and drive satisfaction.
• · Monitor and analyze system-generated reports to proactively track open orders and quotes, taking necessary action to resolve delays or issues.
• · Maintain and manage the ERP system’s backorder report to ensure timely updates and accuracy.
• · Assist in the upkeep and accuracy of the CRM system, supporting both Inside Sales and Account Support functions.
• · Serve as the primary internal point of contact for customers, collaborating cross-functionally with Sales, Operations, Finance, and the Warehouse to ensure a seamless customer experience.
• · Investigate and process customer non-conformances, implementing immediate actions to resolve issues and maintain satisfaction.
• · Consistently demonstrate HESCO’s core values: Passion, Respect, Initiative, Dependability, and Ethical—the foundation of our culture and commitment.
• · Participate in internal and vendor-led training to stay current on industry products, technologies, and systems.
• · Provide support to walk-in customers, offering knowledgeable and courteous service.
• · Develop a solid understanding of the technical specifications and application use of key products and solutions.

Education/Experience/Skills/Abilities:

• High school diploma required; Bachelor's degree is preferred, however relevant experience and strong industry knowledge may be considered in its place.
• Proficient in Microsoft Outlook, Teams, Word, and Excel, with the ability to perform basic computer tasks efficiently.
• Demonstrated ability to work effectively both independently and as part of a collaborative team.
• Strong problem-solving skills with the ability to remain objective, fair, and solution-focused.
• Capable of managing workload efficiently while maintaining a high level of organization and accuracy.
• Detail-oriented with a commitment to thorough and precise work.
• Experience with ERP and CRM systems is preferred.
• Familiarity with electrical products is a plus.
• Ability to foster and maintain positive, productive working relationships with colleagues, customers, and vendors.