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Customer Service Rep / Inside Sales

Location: Leduc, Alberta, Canada
Job ID: R0002034
Date Posted: Apr 15, 2021
Segment: Construction Machinery
Business Unit: Hitachi Construction Machinery
Company Name: H-E Parts International Canada Ltd.
Profession (Job Category): Communications & Corporate Affairs
Job Type (Experience Level): Experienced
Job Schedule: Full time
Remote: No

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The purpose of this position is to assist the H-E Parts International Mining Solutions Canada Operations to process and complete sales orders, customer inquiries and quotes in order to meet the market demands. The main responsibility of the role will be to interact with customer and process the requests in a timely manner. A secondary role of the position will be to work with the outside sales team to follow up on lost sales, deflective and migrated customers and maintain the records and contacts of house accounts.

This position is heavily reliant on effective communication, time management and organizational skills that compliment and support a collaborative team environment.

It is the responsibility of every H-E Parts International, employee to insure a safe work environment.  All H-E Parts International, employees share the responsibility to insure at the end of the day we return home safely to our families.  Our safe work environment value surpasses all other responsibilities.


  • Be the primary point of contact for customer inquiries into the site. This will include inquiries for inside sales & service projects (SE / RR / PT)
  • Be the primary point of contact for H-E Parts outside sales into the site to coordinate any future sales quotes, product delivery plans from site and any pass-through sales.
  • Launch all projects through the ERP system that includes customer specific information, project budgets, and project timelines.
  • Coordinate within the operations team to ensure project remains on-budget and on-time.
  • Communicate with the outside sales / customer on project progress and delivery planning to ensure all necessary information is shared.
  • Complete weekly project status reports.
  • Attend daily & weekly project status meetings.
  • Monitor and track project: Cost, Quality, Delivery.
  • Participate in three-way meetings to resolve urgent project issues that best supports our customer and/or our business.
  • Process all in-side sales requests through Pronto and ensure product delivery.
  • Process all required product shipping through Pronto including pick list generation and shipping documents.  
  • Communicate with outside sales / customer on all product shipments.
  • Determine project gross margin and assess any variance to budget.


Position will be required to make decisions that will directly impact the customers and sales team.


Position requires collaboration with department managers and current/potential customers.


A high school diploma or general education degree (GED) is required.   Experience in Project Management is considered an asset. 5 years of inside sales experience required, preferably in heavy equipment or industrial sales. Heavy equipment parts experience preferred. Strong written and verbal communication skills. Background in Mining, Forestry, Marine or Construction fields would also be an asset. Basic computer skills including MS Office, CRM, ERP & Internet is required In Depth knowledge of SAP, Office, Salesforce would be considered an asset. Basic understanding of Heavy Equipment and Industrial business is required. Will be required to read and interpret product drawings.


The physical demands described here are representative of those that must be met by an employee to successfully perform the accountabilities of the job. While performing the duties of this position, the employee is regularly required to stand, feel with their hands, reach and handle materials weighing up to 10 pounds. The employee will frequently need to stoop, bend, kneel, crouch, walk and handle materials weighing 10-20 pounds. On occasion the employee will need to handle materials weighing 20-50 pounds. Specific vision abilities required by this job include; close vision, distance vision, depth perception and the ability to adjust focus.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. While performing the duties of this position, the employee is regularly exposed to moving objects (materials handled and transported throughout the plant via cranes, fork trucks and other employees). The employee is frequently exposed to airborne particles. The employee is also frequently exposed to sharp and abrasive edges which may result in scrapes, cuts and bruises. The employee is occasionally exposed to humid conditions. The noise level in the work environment is usually loud.


All employees must complete initial Safety Training.  Employees must ensure compliance with all safety policies, procedures, and work practices established by H-E Parts International. Avoid any activity that creates or poses a serious hazard to themselves or others while working for H-E Parts International.  Immediately bring any safety concern to your supervisor, or others designated by departmental procedures.  If any employee believes that performing an assigned work task or activity may pose a serious risk to life or health, discuss the issue immediately and directly with your supervisor.  Prior to operating any equipment supplied by H-E Parts International, employees are to be adequately trained, equipped, monitored, evaluated, and guided as appropriate, to comply with established safety policies, standards, and procedures.  

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