Account Support Specialist
Posted Updated 4
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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.