SR. Customer Service Representative - Inside Sales

The Hope Group, A SunSource Company; Northborough (MA); On-site; USD 45,000 - 60,000; Full time

Job summary

The Hope Group, A SunSource Company, seeks a Customer Service Representative for their Northborough location. The role involves managing customer inquiries, order editing, pricing, and product recommendations. Candidates must have extensive product knowledge and strong customer service skills.

The position also requires entering orders into the system, resolving customer complaints, and sourcing items from suppliers. Opportunities for business development and training new representatives are included as part of the role. Join a team committed to meeting customer needs effectively.

Qualifications

• Extensive specialized knowledge of the characteristics and application of products.
• Ability to assist customers in product selection and provide recommendations.
• Strong computer skills for data entry and order processing.

Responsibilities

• Receive and process customer inquiries and orders.
• Provide pricing and product recommendations to customers.
• Educate customers on The Hope Group's products and services.
• Participate in business development efforts by contacting potential customers.
• Assist in training new customer service representatives.

Skills

Customer service

Order management

Problem-solving

Product knowledge

Job description

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

Job Summary

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 and application of one or more of the products sold.

Essential Functions

• Receive and review inquiries and orders to check and ensure correct identification of parts or units required. Price, following established practices from records available or in conjunction with Supervisor. Refer to factory for identification, additional information for products or units provided by or produced by the factory.
• Assist customers in product selection and application assistance and make recommendations relative to our products and services.
• Enter orders or inquiries into computer providing all pertinent data and information. Obtain negotiated pricing, delivery or other information from available sources and finalize order with customer. Maintain computer pricing as required.
• Work with Supervisor on more complex or major order situations to prepare pricing/quotations. Check customer orders against any quotations made, edit, write, process.
• Receive and investigate customer inquiries and complaints regarding deliveries, price, credit, or other matters. Supply information, initiate action and resolve within established practices. Refer policy matters to Supervisor.
• Source non-stock items with suppliers based on negotiated price and delivery and initiate purchase of required items. Maintain collection of current vendor catalogs and communicate with vendors to obtain technical or other information.
• Educate customers on the products and services that we offer by exposing potential customers to the full depth and breadth of The Hope Group product offering.
• Participate in The Hope Group’s Inside Sales Business Development program by calling or contacting pre-approved target customers to promote account expansion and to nurture new opportunities. Make weekly calls to assigned account list and record results in TDF. Participate in weekly cadence calls to go review calls and sales tactics. Participate in monthly product training cadence call. Eligibility is at the discretion of management.
• Assist in training of customer service representatives in performance of their duties involving new or unusual situations.
• “Designated” individuals may provide direct support to Aerospace Operations following stringent process and record-keeping procedures.
• Support The Hope Group Business Management System [BMS] procedures and work instructions by following established processes and supporting their continual improvement.
• Perform other similar or related duties as required or requested.

We are an Equal Employment Opportunity Employer M/F/V/D. WE PARTICIPATE IN E-Verify. If you are an individual with a disability and require an accommodation to complete the application process, please contact [e-mail] to request reasonable accommodation. Only requests for accommodations in the application process will be returned. Sun-Source | Privacy Policy #thgassc

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.