Hercules Sealing Products · 16 hours ago
Customer Service & Sales Representative - Bilingual
Clearwater, FL
Full-time
Onsite
Entry, Mid Level
$19/hr - $20/hr
2+ years expHercules Sealing Products is a leading provider in the aftermarket hydraulic equipment repair parts sector. The Bilingual Customer Service & Sales Representative is responsible for delivering a superior customer experience through inbound phone and email interactions, requiring a blend of technical product knowledge, customer service expertise, and sales skills.
Mechanical DesignMechanical EngineeringWarehousing
No H1B
Responsibilities
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 and contribute to internal knowledge base when applicable
Qualification
Required
2+ years of customer service or call center experience preferred (industrial or parts-based environment a plus)
Strong verbal and written communication skills in English and Spanish
Basic understanding of mechanical or hydraulic components helpful
Ability to multitask across systems (ERP, CRM, phone queue, email)
Comfortable working in a high-volume environment with frequent changes
Professional, positive, and customer-first attitude
Benefits
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
Company
Hercules Sealing Products
Hercules Sealing Products is a distributor of aftermarket hydraulic equipment repair parts.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase