Customer Support Associate

About the role

We are seeking an experienced Customer Support Associate with a background in a product-driven environment (industrial products experience is a plus). This role is vital to HYTORC, as our Customer Support Associates engage with diverse clients and vendors. We value individuals who consistently go above and beyond to deliver the world-class customer service that defines the HYTORC brand.

Responsibilities

• Handle 75–100 emails per day and 50–75 phone calls per day.
• Service clients across North America.
• Schedule, communicate, and file documents related to tool delivery.
• Enter data into Excel, SAP (ERP), and other software systems.
• Coordinate missing components for orders with purchasing, including managing backorders.
• Learn and master HYTORC product part numbers and accessories.
• Recommend equipment and accessories that best meet customer requirements.
• Demonstrate strong follow-up skills with a commitment to consistent customer engagement.
• Enter and review billing data to ensure:
  • Proper documentation is provided by the customer.
  • Accurate billing according to current price lists and global agreements.
  • Inventory reconciliation by matching SKUs to orders.
  • Correct shipping charges and customer account usage.
• Provide customers with a copy of completed orders.
• Handle requests for third-party charges (e.g., shipping), exceptions to documentation, and price changes.
• Answer internal (salespeople, territory managers, customer service) and external (end users/customers) inquiries.
• Assist customers via phone/email with:
  • Billing and accounting questions.
  • Customer account verifications.
  • Purchase date information.
  • Repair history and warranty status.
  • Customer ID information.
• Monitor the “Domestic Box,” forward customer faxes to the appropriate department, and file them accordingly.
• Occasionally move/lift items and enter the warehouse to resolve inventory issues or answer questions accurately.

Requirements

• Willing and able to quickly learn highly technical products.
• Strong, relentless follow-up skills; must be a self-starter.
• Diligent and proactive mindset.
• Experience supporting physical products, equipment, inventory, manufacturing, distribution, or industrial goods.
• Ability to occasionally lift/move items and work in a warehouse environment.
• Aptitude for supporting technical products, equipment, accessories, and sales-related inquiries.
• Thick skin to thrive in a fast-paced, high-intensity environment.
• Ability to work independently or as part of a team.
• Willingness and disposition to learn and be trained.
• Proficient with Microsoft Office Suite and computers in general.
• Strong writing and speaking skills.

Preferred Qualifications

• Prior experience with SAP B1, Great Plains, or similar ERP systems.
• Experience supporting a team of sales representatives.
• Experience handling customer service in an online chat environment.
• Experience managing a high volume of phone calls and emails.

Pay

$25.00 – $30.00 per hour, depending on experience, qualifications, certifications, and overall fit.

Benefits

• Health, dental, and vision insurance.
• Paid time off and paid holidays.
• Life and disability insurance.
• 401(k) retirement savings opportunities.
• Additional employee benefit programs for eligible employees.