Counter Technician / Customer Service

The Hope Group, A SunSource Company, is New England’s leading provider of fluid power and motion control solutions for original equipment manufacturers (OEMs) and MROs. With over 100,000 square feet of warehousing, fabrication, and administration facilities, we help customers identify and solve efficiency and productivity challenges.

Responsibilities

• Receive and review customer inquiries and orders; verify correct identification of parts and assemblies required.
• Price orders following established practices or in conjunction with a supervisor; refer questionable items for additional information.
• Contact customers to obtain additional order details or provide application assistance and product recommendations.
• Create custom hose and tubing assemblies for customers while they wait.
• Enter orders into the computer system, including pricing, delivery, and other pertinent data.
• Work with supervisors on complex or major orders to prepare pricing or quotations.
• Check customer orders against quotations, edit, and finalize them in the system.
• Receive, pick, and ship orders; assist customers at the counter and make hose assemblies.
• Investigate and resolve customer inquiries or complaints regarding deliveries, pricing, or other matters; escalate policy matters to a supervisor.
• Coordinate with the outside sales force, fabrication department, and other personnel.
• Provide leads to salespersons for new customers, major projects, or product applications; keep the sales team informed on relevant matters.
• Perform daily cycle counting, record counts, resolve discrepancies, and update the system; ensure the entire inventory is counted twice within a fiscal year.
• Monitor and reconcile physical inventories against computer records.
• Maintain sales, account, and cost records; prepare reports as instructed.
• Manage product literature and obtain technical information from manufacturers as needed.
• Travel to other Hope Group facilities in New England for company events, training, conferences, or coverage for labor shortages; reimbursement provided per company policy.
• Support The Hope Group Business Management System (BMS) by following established processes and contributing to continual improvement.
• Perform other similar or related duties as assigned.