Customer Care Representative II

MMT • West Palm Beach, FL

6d • Onsite

About The Position

Join a team where your experience, problem-solving skills, and customer focus make a meaningful impact. MMT is a leading innovator in automation, machine design, and custom tooling. We’re seeking a Customer Care Representative II , a mid-level role for professionals who bring deeper product knowledge, can manage more complex customer needs, and operate with greater independence while delivering exceptional service.

Requirements

• 2–4 years of customer service experience, preferably in a technical, manufacturing, or service environment
• Strong written and verbal communication skills, with the ability to manage high-volume and complex correspondence
• Excellent organization, time management, and follow-through
• Strong troubleshooting, problem-solving, and critical thinking abilities
• Ability to work independently with minimal supervision
• Professional, calm, and solutions-focused approach when handling complex situations
• Positive attitude and strong relationship-building skills

Nice To Haves

• Typing speed of 70+ words per minute
• Proficiency in Microsoft Office Suite
• Experience with Salesforce required
• Experience with Epicor, Great Plains, or Business Central a plus
• Understanding of manufacturing operations
• Bilingual (Spanish) a plus

Responsibilities

• Respond promptly and professionally to customer inquiries via email and phone, handling more complex and technical questions
• Generate and send quotes, support direct sales of aftermarket products and services, track open orders, and provide detailed updates on delivery status
• Handle product concerns, returns, and generate Return Material Authorizations (RMAs), including troubleshooting and resolution
• Collaborate closely with Sales, Service, and Technical teams to identify solutions and support new or existing sales opportunities
• Utilize CRM and ERP systems (Salesforce, Epicor, Great Plains, or Business Central) to document interactions, research product information, and track customer activity
• Upsell products and services where appropriate to support revenue goals
• Provide proactive customer care, including follow-up communication to ensure satisfaction
• Stay informed on product updates, industry changes, and customer care best practices
• Educate customers on product features, best practices, and basic troubleshooting
• Know when to escalate issues and communicate directly to resolve urgent matters
• Mentor and assist Customer Care Representative I team members with complex inquiries
• Support multiple business units through cross-training

Benefits

• A supportive and collaborative team environment
• Opportunities for professional development and long-term growth
• Exposure to cutting-edge technology and industry innovation
• Stability, structure, and the chance to make a real impact every day

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed