Customer Support Representative

Company Description

HiReli LLC is a manufacturers' representative and Value Added Reseller specializing in electrical equipment for power systems. We partner with industry-leading brands such as G&W Electric, SENS Battery Systems, Cellcube, and Virginia Transformers to serve electric utilities and commercial/industrial customers. With a focus on bulk power, distribution, and protection systems, HiReli LLC delivers tailored solutions to meet diverse client needs. Our company is certified by WBENC and NYS ESD as a MWBE for Tier 1 and Tier 2 diversity content, emphasizing our commitment to inclusivity and excellence.

Position Overview

The Customer Support Representative is a fully remote, customer-facing role responsible for supporting quotations, entering orders, and managing order execution. This position helps ensure accuracy, responsiveness, and a high-quality customer experience throughout the sales and order lifecycle.

Working closely with HiReli Sales Engineers during the pre-order phase, this role supports RFQs, quotations, and customer coordination. Once a purchase order is received, the Customer Support Representative assumes primary responsibility for order processing and follow-through, serving as a key liaison among customers, sales, and principal manufacturers. This position requires strong organization, accountability, and the ability to work independently in a fast-paced remote environment.

Reporting Structure: Reports to the Manager, Customer Support

Key Responsibilities

·Partner with Sales Engineers during the pre-order phase to support RFQs, quotations, and customer communication.

·Assume ownership of customer orders upon receipt of purchase orders, ensuring accurate entry, execution, and follow-through to completion.

·Serve as the primary post-order contact for customers, providing updates, documentation, shipping information, and professional issue resolution.

·Review incoming orders to ensure alignment with quoted scope, pricing, contracts, and terms and conditions, identifying discrepancies that require clarification.

·Track and manage open orders, following up on outstanding items with internal teams, manufacturers, and customers.

·Coordinate across sales, customers, and principal manufacturers, including factory and aftermarket service teams, to keep orders moving efficiently.

·Schedule and lead customer and internal coordination calls as needed.

·Maintain accurate, current records in HiReli’s Salesforce.com and other internal systems.

Remote Work Expectations

·This is a fully remote role requiring consistent engagement through email, phone, and video conferencing.

·Maintain strong availability and responsiveness during standard business hours.

·Work independently while staying closely aligned with cross-functional teams.

·Use Salesforce, Outlook, Teams, and other collaboration tools effectively to manage workflow and communication.

Qualifications

·Associate or bachelor’s degree (STEM or business preferred), or equivalent relevant experience

·3 years of experience in customer support, inside sales, order management, or project coordination within a technical or industrial environment

·Experience in the electrical power industry or a similar field strongly preferred

·Demonstrated ability to manage order execution or project coordination with a high degree of ownership and accountability

·Strong communication skills, with the ability to interact professionally and confidently with customers and internal stakeholders

·Highly organized with strong attention to detail and the ability to manage multiple priorities effectively

·Proficient in Microsoft Office (Word, Excel, Outlook); experience with Salesforce.com or similar CRM platforms preferred

Training & Development

Technical product and Salesforce.com training will be provided, and ongoing proficiency with these tools is expected.

Salary range offered: $50-60K

We participate in E‑Verify and will confirm employment eligibility for all new hires in accordance with federal requirements.