Customer Care Representative II

Novanta Inc.•Irvine, CA

10d•$27

About The Position

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing—improving productivity, enhancing people’s lives and redefining what’s possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications—from minimally invasive surgery to robotics to 3D metal printing. Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta. Job Summary As a Customer Care Representative II, you serve as a primary point of contact for customers, providing exceptional service across multiple communication channels. You support customers with product, pricing, and service inquiries; maintain accurate orders; and resolve a wide range of customer concerns with empathy, professionalism, and urgency. You collaborate cross‑functionally to ensure customers receive timely, accurate information and a seamless service experience.

Requirements

Excellent verbal and written communication skills.
Demonstrated empathy, patience, and active listening with customers.
Strong computer proficiency and ability to learn new systems quickly.
Ability to work effectively with others in a dynamic, fast‑paced environment.
Strong multitasking, organization, and prioritization skills with attention to detail.
Customer Focus: Dedicated to meeting expectations of internal and external customers; builds trust through reliable service.
Collaborative Team Player: Seeks input, works well across functions, demonstrates humility, and builds trust through transparency.
Technical Learning: Learns new technologies, systems, and product knowledge quickly.

Responsibilities

Respond to a broad range of customer inquiries across multiple channels (email, phone, online portals) in a timely and professional manner.
Provide accurate product, pricing, and service information.
Enter and maintain customer orders and changes using enterprise systems, ensuring accuracy and completeness.
Resolve a wide range of customer issues with empathy, patience, and professionalism.
Partner cross‑functionally with Sales, Operations, and Planning to ensure customers receive timely updates and correct information.
Support service-level metrics including customer satisfaction, order accuracy, and order processing cycle time.
Capture insights from the field and collaborate with Engineering/Product Management to optimize solutions and inform roadmaps
Work closely with Sales, Engineering, Product Management, and Operations/Quality to ensure seamless delivery and customer satisfaction.