Account Support Specialist

Description

About the Role

HESCO is looking for an Account Support Specialist to join our team. This position plays an important role in supporting our customers and Sales team throughout the entire sales and order process.

The Account Support Specialist serves as a key point of contact between customers, vendors, Sales, Operations, Finance, and our Warehouse team. From processing quotes and orders to tracking open items and resolving customer issues, this role helps ensure our customers receive responsive, accurate, and reliable service.

The ideal candidate is organized, detail-oriented, proactive, and customer-focused, with the ability to manage multiple priorities in a fast-paced environment.  Requirement of 5 days a week in office.

What You'll Do

• Process customer quotes, orders, modifications, and cancellations received by phone and email, ensuring accuracy and timely handling.
• Partner closely with the Sales team to provide a seamless customer experience.
• Serve as a primary internal point of contact for customers and respond to questions regarding quotes, orders, products, and delivery.
• Monitor open orders and quotes and proactively follow up on delays, outstanding items, or other issues.
• Maintain and manage ERP backorder information to ensure records are accurate and up to date.
• Assist with maintaining accurate customer and sales information within our CRM system.
• Collaborate with Sales, Operations, Finance, Warehouse, and other internal teams to resolve customer needs.
• Investigate customer non-conformances and coordinate appropriate actions to resolve issues.
• Provide knowledgeable and courteous assistance to walk-in customers.
• Participate in internal and vendor-led training to expand your knowledge of our products, technologies, and systems.
• Develop an understanding of the technical specifications and applications of HESCO's key products and solutions.
• Demonstrate HESCO's core PRIDE values: Passion, Respect, Initiative, Dependability, and Ethical behavior in your interactions with customers, vendors, and coworkers.

Requirements

What We're Looking For

• High school diploma required; bachelor's degree preferred. Relevant experience and industry knowledge may be considered in place of a degree.
• Previous experience in customer service, account support, sales support, distribution, or manufacturing is a plus.
• Strong organizational skills with excellent attention to detail and accuracy.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Strong communication and problem-solving skills.
• Ability to work effectively both independently and as part of a team.
• Proficiency with Microsoft Outlook, Teams, Word, and Excel.
• Experience working with ERP and/or CRM systems is preferred.
• Familiarity with electrical or industrial products is a plus.
• Ability to develop and maintain positive working relationships with customers, vendors, and coworkers.

About HESCO

HESCO is an industrial automation and electrical solutions distributor serving manufacturers throughout New England. Our team works closely with customers and leading technology partners to provide products, expertise, and solutions that help our customers improve their operations.

Our culture is built around our PRIDE values — Passion, Respect, Initiative, Dependability, and Ethical behavior — and we're looking for someone who shares our commitment to providing an exceptional customer experience.

Equal Opportunity Employer

HESCO is an equal opportunity employer that does not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by local, state, or federal laws.