Customer Service Representative / Inside Sales- Industrial Supply

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. The Hope Group has over 100,000 square feet of warehousing, fabrication, and administration facilities to complement its manufacturing capacity.  We’re more than a parts distributor. Our customers rely on us to help identify and solve the efficiency and productivity challenges they face.  www.thehopegroup.com In this role you will perform a wide variety of customer servicing, order editing, pricing, writing, data entry, and other similar duties pertaining to a wide variety of Hope Group products. Position requires extensive specialized knowledge of the characteristics an application of one or more of the products sold. Essential Functions

Receive, review, and process customer inquiries and orders, ensuring accurate part identification, pricing, and data entry.

Prepare and finalize pricing, quotations, and delivery details using established practices, coordinating with supervisors on complex or high-value orders.

Verify orders against quotations and maintain accurate pricing and customer records in company systems.

Assist customers with product selection, application support, and technical information by working with factories and suppliers as needed.

Source non-stock items by coordinating with vendors, negotiating price and delivery, initiating purchases, and maintaining current vendor and technical resources.

Resolve customer inquiries and complaints related to pricing, delivery, credit, or service issues in accordance with company procedures, escalating policy matters when required.

Support business development efforts by educating customers on The Hope Group’s full product and service offerings and participating in Inside Sales Business Development activities, including outbound customer contact, account expansion, opportunity tracking, and required cadence calls and product training, as directed by management.

Assist with training customer service representatives on new or unusual situations. Designated individuals may support Aerospace Operations in compliance with strict process and documentation requirements. Follow The Hope Group Business Management System (BMS) procedures and support continuous improvement.

Experience, Education and Skills

HS Diploma or GED

Associates degree in related field of study is preferred

2+ years customer service / inside sales experience

Previous customer service experience within a manufacturing or distribution environment is preferred

Demonstrated ability to work with customers, primarily over the phone or email, and provide a professional and positive experience

Proficient computer skills including Microsoft Office suite of products, ability to learn and effectively use systems such as order entry, parts/sku databases.

Must be organized and able to coordinate with functional groups

Clear and concise verbal and written communication skills

From time-to-time employees will be required to travel to other company locations within the NE region.