Customer Service & Sales Representative - Bilingual

TOGETHER, WE DELIVER HIGH-QUALITY SOLUTIONS

At Hercules Sealing Products we are the premier name in the aftermarket hydraulic equipment repair parts sector. As a cornerstone of the fluid power industry, we leverage decades of expertise to meet the demands of partners worldwide, embodying the essence of a global leader originating from a foundation of unparalleled service and quality. We're excited about the future and committed to continuing this legacy.

Our success is deeply rooted in the caliber of our team members. We are committed to fostering a workplace culture that prioritizes employee development, encourages collaborative teamwork, and offers stimulating tasks paired with meaningful rewards for accomplishments.

Our culture is anchored in the values of Humble Servant Leadership, Engaging Environment, Respect, Customer Centric, Uncompromised Integrity, Leveraging Our Skills, Embrace New Ideas, and Surpass Expectations.

To be considered for this opportunity, you must reside and be authorized to work within the United States. The position will report on-site in Clearwater, FL.

• Competitive salary
• Sales incentive & bonus opportunities
• Health, Vision & Dental Insurance – generous employee cost share & low deductibles
• PTO, paid holidays
• 401k with company match component
• Career development opportunities
• Full tuition reimbursement
• Engaging culture; celebrating the wins and important employee milestones

The Bilingual (English/ Spanish) CSSR serves as the frontline representative of Hercules Sealing Products, responsible for delivering a superior customer experience through inbound phone and email interactions. This role requires a balance of technical product knowledge, customer service expertise, and sales acumen to assist customers with quoting, order placement, product recommendations, and issue resolution in a fast-paced call center environment.

• Monday - Friday, 10:00 a.m. – 6:30 p.m. EST

• Answer inbound phone calls in a professional, courteous, and efficient manner.
• Provide quotes and process orders accurately through the ERP and CRM systems.
• Consult with customers to identify and recommend appropriate hydraulic seals and components based on specifications, needs, and application.
• Upsell related products and services where applicable to add value to the customer and meet revenue targets.
• Navigate and assist with the company webstore when needed.

• Respond to inbound customer emails with clear, accurate, and timely information.
• Route complex inquiries to appropriate internal teams while maintaining ownership and follow‑up.

• Validate customer information and product specs before order processing.
• Handle customer order changes, cancellations, and delivery updates.
• Submit RMA (Return Merchandise Authorization) and reshipment requests in accordance with company policies.

• Accurately document customer interactions, quotes, and resolutions in CRM.
• Update account details, contact information, and preferences in real time.
• Capture potential leads or upsell opportunities for follow‑up by ARMs or Outside Sales.

• Troubleshoot common customer concerns and work collaboratively with internal teams (e.g., Admin, Operations, Tech Support) to resolve.
• Escalate service delays, product concerns, or complaints to the supervisor with context and supporting documentation.
• Maintain ownership of the customer experience through resolution.

• Maintain adherence to assigned schedules including breaks and availability standards.
• Meet or exceed key performance indicators (KPIs), including service level, call handling time, first call resolution, email response time, and quality scores.
• Participate in daily huddles, team meetings, and coaching sessions to remain informed and aligned with team goals.

• Stay current on hydraulic seal products, kits, industry trends, and internal processes.
• Participate in regular training on new systems, procedures, and customer interaction best practices.
• Reference…