Summary:

The Account Support Specialist plays a key role in supporting daily sales operations by delivering exceptional customer service and facilitating smooth communication between internal teams and external partners.  This position serves as a liaison between customers, vendors, and the Sales team to ensure accurate order processing, timely responses to inquiries, and overall satisfaction throughout the sales cycle.  The ideal candidate will be detail-oriented, proactive, and comfortable managing multiple tasks in a fast-paced environment.

Key Responsibilities: 

· 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.

Experience in distribution and/or manufacturing is a plus.

• 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.

Work Schedule:

• Full-time position
• Monday through Friday
• 8:00 a.m. to 5:00 p.m.
• Fully in-office

About HESCO:

HESCO is a trusted leader in industrial automation, committed to delivering exceptional service and innovative solutions.  We provide a supportive and inclusive work environment where employees are encouraged to grow and succeed.