Customer Engagement Specialist

Job Description

Job Description

Description:

Are you someone who enjoys building relationships, solving problems, and keeping things moving? As a Customer Engagement Specialist, you'll be at the center of the customer experience, partnering with customers, vendors, and our Sales team to ensure every interaction is seamless and every order is handled with care.

In this highly visible role, you'll help drive customer satisfaction by coordinating sales activities, responding to inquiries, supporting order management, and ensuring customers receive the exceptional service they deserve. We're looking for someone who is organized, proactive, and energized by a fast-paced environment where no two days are the same. If you enjoy helping people, collaborating with a team, and making a meaningful impact on the customer experience, we'd love to hear from you.

Key Responsibilities: Fully in-office

· 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.

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.