Key to Hisco’s success is the fact that it is one of the original ESOP companies, where employees are the owners of the company. As a specialty distribution and fabrication company serving the electronic assembly, aerospace, defense, medical, electronics, and other industrial markets. With offices throughout the United States, Mexico and in Canada, it has successfully served its customers for over 50 years. Employee owners’ goal is to continually improve services, warehousing, fabrication, automated inventory, packaging, and delivery with their signature fast, friendly service.

Hisco offers a competitive pay structure for this role and a very rich benefit program.

Job Purpose

Provide information in response to customer inquiries concerning account status, products, services, purchase orders and shipments. Resolve product and service related needs and issues in a timely and professional manner.

Essential Job Responsibilities

• Interacts with customers and provide information in response to inquiries about accounts, products, and services
• Customer satisfaction and problem resolution
• Provide price quotes as requested
• Single point of contact for all quote entry into Hisco ERP System
• Prepare necessary documentation for price quotes not found in the price book
• Perform Contract Review at the quoting stage, customer PO acceptance stage, during the order entry stage and the final order entry review stage
• Upselling and Cross-selling of products to improve profitability
• Price products to maximize overall profitability for Hisco. Follow corporate pricing guidelines when possible. Research, source and price new products. Understand and Factor “Total Cost to Serve” into pricing
• Perform Order Entry and Processing using the optimal type of OE Types (Types: Direct Orders, Future Orders, Stock Orders, Blanket, Blanket Release, JIT )
• Maintain records of customer purchases and associated correspondence and file according to a standardized company format
• Collaborates with Accounts Receivables Clerk to verify credit status as required
• Follow standardized company format for maintaining supplier PO due dates
• Maintains accurate customer records, (including pricing records) in PDT
• Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maximize Hisco profitability by optimizing pricing, order size, order frequency and product selection.
• Supports call center efforts.
• Handle dispute resolution on customer complaints, special orders and/or returns
• Prepares necessary paperwork for debit or credit issues (RMA)
• Other duties as assigned

Education & Experience

• High school diploma and/or GED required
• 2+ years working experience required; preferably in customer service, e-commerce, technical support, clerical, or sales
• Proficient with computers especially in Microsoft Office: Outlook, Word, Excel
• Customer service/sales training within the last 2 years a plu