Job Title: Technical Inside Sales

Location: Charlotte, NC (Hybrid)

Reports To: Distribution Sales Manager

Special instructions from: Inside Sales Lead

Position Summary

The Inside Sales Representative supports HAWE Hydraulik USA’s Distribution customer by providing exceptional customer service, technical assistance, and sales coordination. This role manages customer inquiries, order processing, quoting, product support, and CRM/ERP accuracy. The position blends the customer-facing responsibilities of customer service with the technical and application-focused tasks of Technical Sales Support, ensuring seamless communication and efficient order fulfillment across all touchpoints.

Key Responsibilities:

Customer Communication & Account Support

• Serve as a primary inside sales point of contact for Distribution accounts.
• Respond quickly and professionally to inquiries regarding pricing, orders, product information, lead times, and technical questions.
• Maintain strong, ongoing relationships with customer contacts.

Technical & Product Support

• Assist with part number identification, configurations, and product selection.
• Troubleshoot customer portal/web shop issues and perform customer training.
• Liaison special product requests with engineering/S-Line teams.

Order & Quote and Fulfillment Management

• Enter and process quotes and orders in ERP (Business Central).
• Validate pricing, part numbers, delivery requirements, and special agreements.
• Track and communicate order status, shipping updates, and delays.
• Coordinate fulfillment with Operations, Purchasing, Engineering, and Service teams.
• Support warranty, returns, SRO/SRET processes, and customer complaint channels

Inventory Coordination

• Check inventory levels and availability of components.
• Review existing inventory for potential conversion and utilization.
• Coordinate with Engineering, Purchasing, and Operations to ensure timely fulfillment.
• Flag potential delays and proactively resolve supply chain issues.

System & Tool Utilization

• Use ERP and Salesforce systems to log order details, customer interactions, and updates.
• Update special pricing, price lists, and special agreements within ERP and CRM systems.
• Assist sales team with account assignments within ERP, CRM, MIS systems.
• Maintain accurate records of transactions and communications.
• Support digital tools like customer portals and web shops for order tracking and configuration.

Cross-Functional Collaboration

• Support OEM Account Managers and Engineering with order tracking, expedites, and direct customer communications.
• Work closely with accounting for invoicing, payment issues, new customer on-boarding, and account closures.
• Coordinate with shipping for shipping and delivery arrangements.
• Liaise with production team on outstanding orders, shipping timelines, tracking numbers, and provide customers with current order tracking as required.
• Collaborate with IT on customer changes within CRM, ERP, and MIS systems.

Preferred Skills:

• Team player with a customer-first mindset.
• Detail-oriented and organized.
• Project management, helping team meet deadlines.
• Strong communication skills.
• Comfortable working with digital systems and tools.
• Able to multitask and prioritize in a fast-paced environment.
• Experience with BC, SAP, MIS, and Salesforce CRM systems.
• MS Office family of software with primary focus on Outlook, PowerPoint, Excel, Word, and Teams.
• Basic understanding of HAWE workflows.