Account Support Specialist

HESCO • Rocky Hill, CT

179d

About The Position

The Account Support Specialist plays a key role in supporting daily sales operations by delivering exceptional customer service and facilitating smooth communication between internal teams and external partners. This position serves as a liaison between customers, vendors, and the Sales team to ensure accurate order processing, timely responses to inquiries, and overall satisfaction throughout the sales cycle. The ideal candidate will be detail-oriented, proactive, and comfortable managing multiple tasks in a fast-paced environment.

Requirements

• 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.

Responsibilities

• 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.
• Consistently demonstrate HESCO’s core values: Passion, Respect, Initiative, Dependability, and Ethical—the foundation of our culture and commitment.
• Participate in internal and vendor-led training to stay current on industry products, technologies, and systems.
• Provide support to walk-in customers, offering knowledgeable and courteous service.
• Develop a solid understanding of the technical specifications and application use of key products and solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED