The Hillman Group

Special Orders Technician

2 weeks ago
Requisition ID
# of Openings
Category (Portal Searching)
Customer Service/Call Center


The Special Orders Technician supports our customers and the Field Team with their requests and responds appropriately. Responsible for the placing of orders for standard stocked and non-stocked products. Contacts vendors for pricing information and prepares quotes for customers.


Essential Functions:

  • Prepares quotations for commercial industrial and traditional customers.
  • Offers technical information to all customers when required.
  • Responsible for customer follow up of quotations and information.
  • Purchase order entry.
  • Responsible for maintaining commercial industrial inventories.
  • Negotiates with our vendors to secure best pricing.
  • Maintains departmental and organization profit margins.
  • Maintains customer database and record keeping.
  • Assist all internal personnel and departments with product questions.
  • Maintains a clean, safe work environment.



High School diploma or GED equivalent, or combination of education and experience is required.



  1. Six months of customer service experience is required; Call Center experience is preferred.
  2. Basic computer skills, e.g. email, spreadsheets, etc. is required; Ability to learn in-house software applications.
  3. Excellent interpersonal, problem solving and communication skills; Able to work with a variety of personalities and maintain composure under stressful conditions.
  4. Able to type 45 wpm.
  5. Able to effectively locate, communicate, and document information.
  6. Fastener experience is preferred
  7. Fluency in Spanish is a plus.  
  8. Organizational Awareness
  9. Core Competencies: Each level should be inclusive of the levels below it. For example, a person demonstrating Level 2 competencies is also expected to demonstrate Level 1 competencies.
  • Demonstrates a general knowledge of the organization's mission, vision, and values.
  • Demonstrates knowledge of the organization's primary competitors.
  • Can describe the organization's core products, and services.
  • Understands department's core functions, and capabilities.
  • Understands how the job contributes to departmental goals, and key performance indicators.
  • Complies with basic organizational policies, and regulations.
  • Demonstrates knowledge of the strategic direction of the organization.


Planning and Results Orientation

  • Meets performance expectations.
  • Effectively complete tasks associated with role.
  • Utilizes the resources available to them.
  • Prioritizes work to deliver objectives on time, and to the highest standard.
  • Follows direction, and seeks clarification when required.
  • Accurately interprets the elements of a project plan.
  • Brings forward any obstacles, or challenges to work completion in a timely manner.


Customer Focus

  • Responsive to customer requests.
  • Uses listening, and questioning to determine customer needs.
  • Promptly and accurately addresses customer inquiries and concerns.
  • Keeps customers up to date, and well informed.
  • Brings forward customer service incidents, and concerns.
  • Takes pride in delivering high quality service.



  • Adheres to standards of professionalism in all work situations.
  • Voluntarily takes on additional work responsibilities.
  • Has high expectations of self, and others.
  • Demonstrates commitment to their job.


Communication and Interpersonal Effectiveness

  • Actively listens, and learns through observation.
  • Uses clear and precise language.
  • Is open, and approachable.
  • Uses a positive, and constructive tone
  • Demonstrates interest in the thoughts, and feelings of others.
  • Demonstrates awareness of the different needs of different audiences.
  • Considers potential responses of others before speaking, or acting.
  • Suspends judgment on the opinions of others until after they are fully expressed.
  • Asks clarifying questions.
  • Demonstrates self-control in stressful situations.
  • Builds a friendly and professional rapport with colleagues.


Problem-solving and Decision-making

  • Alerts others to possible problems in a timely way.
  • Seeks support to solve problems.
  • Offers possible solutions to solve problems.
  • Actively contributes to evaluation of possible solutions to problems.
  • Acts on solutions selected, and decisions made as directed.
  • Makes effective decisions about how to complete work tasks.



  • Understands role on the team, and associated responsibilities, and accountabilities.
  • Treats team members with respect.
  • Contributes to achievement of team goals, and objectives.
  • Demonstrates a positive attitude.
  • Contributes to team decisions.


Creativity and Innovation

  • Engages in departmental discussions to improve processes, and outputs.
  • Recognizes novel ideas.
  • Generates ideas.
  • Open to new ideas.


Flexibility and Managing Uncertainty

  • Respects the ideas of others.
  • Open to changing processes, practices, and direction.
  • Adapts to change, and uncertainty with limited stress.
  • Participates in initiatives designed to prepare for change.


Continuous Professional Development

  • Understands the knowledge and skills required to perform better in current role.
  • Actively seeks opportunities to learn new knowledge, and skills.
  • Accepts, and acts on constructive criticism.
  • Vigilant at identifying mistakes, addressing them in a timely manner, and learning from them.
  • Engages supervisor in discussions about opportunities for improvement and taking on additional responsibilities.




We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.


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