Customer Service Representative - Sales Support

About Us:
Echelon Supply and Service is a leading provider of premium industrial and hydraulic hose solutions for commercial and defense markets across North America. Since 1977, we've built our reputation on a customer-first approach, delivering quality products and exceptional support.

Headquartered in Liverpool, NY, we operate over ten locations in the U.S. and Canada, with recent expansion to the west coast. Our mission is to be North America's premier industrial and hydraulic hose supplier, empowering our customers' success through reliable, innovative products and outstanding service. Join us in shaping the future of industrial and hydraulic solutions!

Why Join Echelon?

• Stable, established company with long-term growth opportunities

• Hands-on training and product education

• Team-oriented work environment

• Opportunity to build valuable technical and customer-facing skills

• 10 paid holidays plus generous PTO

• Health benefits including vision and dental

Position Overview

We are seeking a Customer Service Representative (CSR) to join our team in Liverpool, NY. This role is focused on delivering high-quality customer support while partnering closely with Outside Sales Representatives to prepare quotes, manage customer requests, and support sales execution. The CSR plays a key role in ensuring responsiveness, accuracy, and a seamless customer experience across the sales process.

Key Responsibilities

• Serve as a primary point of contact for customers via phone and email

• Support Outside Sales Representatives by preparing quotes, pricing requests, and product availability inquiries

• Take and process customer orders accurately and efficiently

• Provide product information, technical guidance, and application support as needed

• Follow up on quotes, orders, and customer requests to ensure timely resolution and fulfillment

• Coordinate internally with operations, warehouse, and purchasing teams to meet customer needs

• Maintain accurate customer, order, and pricing information in the system

• Investigate and resolve order discrepancies, delivery issues, or billing questions

• Develop strong product knowledge to effectively support sales and customer requirements

• Contribute to overall branch efficiency and customer satisfaction

Experience & Qualifications

• High school diploma or equivalent required

• Previous customer service, inside sales, or sales support experience preferred

• Experience with hydraulic, industrial, or mechanical products strongly preferred

• Strong communication, organization, and follow-up skills

• Comfortable using computers and business software (ERP/CRM experience a plus)

• Detail-oriented with the ability to manage multiple priorities in a fast-paced environment

• Team-oriented, dependable, and customer-focused

• Willingness to learn products, systems, and industry applications

Echelon Supply and Service provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.