Inside Sales & Customer Service Representative
Job Description
Job DescriptionDescription:
Overview
HyTek, an NRP Jones company is a trusted supplier of hydraulic hose assemblies serving industrial, agricultural, construction, and OEM markets. We specialize in high-quality custom assemblies designed to meet exact customer specifications.
We are seeking an Inside Sales & Customer Service Representative who will be the first point of contact for customers, handling inquiries, preparing accurate quotes from customer-provided specifications and prints, processing orders, and ensuring a seamless customer experience from initial contact to delivery.
Key Responsibilities
Quoting & Technical Support
- Review customer requests, specifications, and engineering prints to determine requirements for hose assemblies, fittings, and related components.
- Develop accurate and timely quotes, including pricing, lead times, and technical details.
- Select appropriate hoses, fittings, and adapters based on application, pressure ratings, fluid compatibility, and industry standards.
- Collaborate with production/assembly teams to confirm feasibility and clarify requirements.
Customer Service & Order Management
- Respond to inbound calls, emails, and online inquiries regarding products, pricing, and order status.
- Enter orders into ERP/CRM system with complete and accurate details.
- Coordinate with scheduling, inventory, and shipping to meet customer delivery expectations.
- Communicate proactively with customers about order status, changes, or delays.
Relationship Building & Sales Growth
- Identify opportunities to upsell additional products such as adapters, quick couplers, or protective hose sleeves.
- Maintain relationships with existing customers while supporting new account development.
- Work closely with outside sales to follow up on leads and projects.
Documentation & Standards Compliance
- Ensure quotes and orders comply with company policies and relevant industry standards (SAE, ISO, etc.).
- Maintain accurate records of quotes, orders, and customer communications in CRM.
Performance Metrics (KPIs)
- Quote turnaround time and accuracy
- Quote-to-order conversion rate
- Customer satisfaction scores and feedback
- On-time delivery of orders
- Sales growth from existing accounts
Work Environment & Physical Requirements
- Primarily office-based with frequent interaction with production and inventory teams.
- Occasional exposure to warehouse/assembly areas.
Requirements:
Qualifications Required
- High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
- 2+ years of experience in inside sales, customer service, or technical support (preferably in hydraulic, fluid power, or industrial equipment industries).
- Ability to read and interpret engineering prints, schematics, and technical specifications.
- Proficiency with ERP/CRM systems and Microsoft Office Suite.
- Excellent verbal and written communication skills.
Key Skills
- Quote preparation and cost calculation
- Customer relationship management
- Attention to detail and accuracy
- Time management and multitasking
- Problem-solving in a fast-paced environment