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

• Perform customer servicing, order editing, pricing, writing, data entry, expediting, and related duties for connector products, industrial products, and fluid power products.
• Receive and review inquiries and orders; verify correct identification of parts and assemblies; price orders following established practices or with supervisor input.
• Contact customers to obtain additional information as needed.
• 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 details; collaborate with supervisors on complex or major orders.
• Check customer orders against quotations, edit, and finalize in the system.
• Receive, pick, and ship orders; assist customers at the counter and make hose assemblies.
• Investigate and resolve customer inquiries and complaints regarding deliveries, pricing, or other matters; escalate policy matters to supervisors.
• Coordinate with the outside sales force, fabrication department, and other personnel.
• Provide leads to salespersons for new customers, 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; update product literature and obtain technical information from manufacturers.
• Travel to other Hope Group facilities in New England for company events, training, conferences, or coverage for labor shortages; reimbursement provided per the Travel Reimbursement Policy.
• Support The Hope Group Business Management System (BMS) procedures and work instructions; contribute to process improvements.
• Perform other similar or related duties as assigned.