Inside Sales Customer Service Rep

The Company

Heico has a history of success. Since its founding over 40 years ago, The Heico Companies has grown from a single business to over 78 separate companies through a strategic acquisition policy, and by reinvesting its earnings into internal growth and new prospects. Historically talented at restoring distressed companies, Heico strategically targets acquisitions that will complement its ever-growing portfolio of companies in manufacturing, construction, and industrial services.

These four core operations are organized into groups: Applied Solutions Group, Construction Solutions Group, Industrial Technologies Group, and Metal Processing Group. Once acquired, new Heico companies are assigned to a group and run on a stand-alone basis, allowing for great independence as well as the opportunity to share knowledge about markets, production processes, and management practices across other Heico groups and companies.

Heico continues to seek out new opportunities and maintain its standard of success. The Heico Companies has remained a privately held company since its creation and maintains a majority ownership in each of its operations, which generates more than $3.3 billion dollars in revenues. Many of our businesses are certified Woman-owned Business Enterprises (WBE).

More information about the overall organization can be found at

National Strand is part of the Metals Processing Group which produces steel wire and cable/wire-related products that serve many industries and is wholly owned by The Heico Companies, LLC. The independent business model fosters entrepreneurship and growth and allows professional development at all levels.

Job Description

• Receives, processes, and follows up on inquiries as necessary for sales orders.
• Prepares price quotes and initiates order entry process.
• Maintains and keeps current pertinent database information such as sales records and price pages.
• Discusses any complaints from customers and refers complaints to designated departments for investigation.
• Maintains contact with management of specifically assigned accounts.
• Maintains a continuing knowledge of steel wire products.
• Represents and assists Sales Representatives and Sales Managers.
• Coordinates paperwork flow until billing is completed.

• Coordinates with production, scheduling, and shipping to meet established schedules as customer requires.
• Assists customers in all aspects of order placement, including answering product questions, preparing price quotes, order status inquiries, providing information on shipping or billing, and addressing complaints or concerns. 

• Initiates order entry process and accurately enters data into ERP.

• Ensures a balance between company policy and customer benefit by using effective decision making and communicating to customers. Handles issues in the best interest of both the customer and the company.

• Handles complaints from customers and provides appropriate solutions. Refers complaints to designated departments for investigation when necessary.
• Enhances existing relationships by informing customers of newly available product offerings.
• Maintains contact with management of specifically assigned accounts.
• Assist in sample and literature requests, tracking back orders and pulling customer information and/or report data, etc. 
• Maintains a continuing knowledge of steel wire products.

• Partners and collaborates with Sales Representatives and Sales Manager to ensure that all customer activity is handled promptly and thoroughly.

• Coordinates paperwork flow until billing is completed.
• Coordinates with production, scheduling, and shipping to meet established schedules as customer requires.
• Other duties as assigned.

Job Requirements

Experience: Two years of experience of customer service within a manufacturing environment preferred

Education: High School or Equivalent – Bachelor’s preferred

Communication: Excellent communication skills, both written and verbal communication.

Technology:  Strong working knowledge of MS Office and other support software.  D365 knowledge highly preferred.

Position Type and Expected Hours of Work - This is a full-time position. Typical work hours are Monday through Friday, 8:00 AM to 5:00 PM.  Occasional evening and weekend work may be required as job duties demand.

Abilities:

• Must be able to apply concepts of basic algebra and geometry, as well as calculate figures and amounts such as: discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals.
• Ability to write routine reports and create professional correspondence.
• Ability to speak effectively and present before groups of customers, or employees.
• Ability to apply common sense understanding to carry out instructions.
• Ability to think strategically and problem solve effectively.
• Must be able to type 50+ words per minute.
• Professional Phone Manner.
• Must be able to understand or gain understanding of Washington Department of Transportation regulations including height, width, and weight restrictions for all common carriers.
• Must be able to work independently, as a team, and be able to work with both internal and external customers.

Travel - This position might require occasional travel.

Work Environment - The position operates in a professional office environment using standard office equipment such as computers, iPads, phones, copiers, and filing cabinets.  The employee is occasionally exposed to fumes or airborne particles and moving mechanical parts.

Physical Requirements - The physical demands described here are representative of those that must be met by the Sales Representative position to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is frequently required to stand and walk.  The employee is occasionally required to use hands to finger, handle or feel and reach with hands and arms, lift and/or carry up to 50 pounds, balance, bend, stoop or kneel, climb, push/pull and squat, or crouch.

Key Competencies

• Customer Service - Responds promptly to customer needs, solicits customer feedback to improve service, meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations.
• Business Acumen - Demonstrates knowledge of market and competition.
• Organizational Support - Completes administrative tasks correctly and on time.
• Professionalism - Reacts well under pressure.
• Safety and Security - Observes safety and security procedures.