Customer Care Representative

HABASIT AMERICA INC • Suwanee, GA

9h • Hybrid

About The Position

The Customer Care Representative serves as the primary technical customer support resource and operational liaison between customers and Habasit. This role combines customer service excellence with strong technical aptitude to support customers throughout the entire order lifecycle while providing product application guidance, technical troubleshooting, and engineered solution support. The Customer Care Representative partners closely with Sales Engineers (KAM), Product Management, Engineering, Manufacturing, Supply Chain, Logistics, and Technical Services to deliver timely quotes, resolve complex customer inquiries, recommend appropriate product solutions, coordinate technical documentation, and ensure successful order execution. This position requires a strong understanding of industrial products, manufacturing processes, and customer applications while delivering exceptional customer experience.

Requirements

• Strong mechanical and technical aptitude with the ability to understand industrial products, manufacturing processes, and customer applications.
• Ability to interpret technical specifications, engineering drawings, product documentation, and customer requirements.
• Strong analytical and problem-solving skills with the ability to identify issues, evaluate alternatives, and recommend effective solutions.
• Excellent verbal and written communication skills, with the ability to explain concepts to both technical and non-technical audiences.
• Strong customer service and relationship management skills with a consultative, solution-oriented approach.
• Ability to manage multiple customer requests, priorities, and deadlines while maintaining a high level of accuracy and responsiveness.
• Proficiency with Microsoft Office applications, particularly Excel, Outlook, Word, and PowerPoint.
• Experience working with ERP systems (e.g., Epicor, SAP) and CRM platforms (e.g., Sugar, Salesforce) to manage customer information, orders, and opportunities.
• Strong organizational skills and attention to detail, ensuring accurate order processing, documentation, and follow-through.
• Vocational Certificate or Associate's degree in a technical discipline such as Engineering, Industrial/Manufacturing Technology, Supply Chain, or a related field; or an equivalent combination of education and relevant work experience.
• Minimum 3–5 years of experience in customer service, technical customer support, inside sales, order management, or application support within a manufacturing or industrial B2B environment.
• Experience supporting engineered, industrial, or technical products, including interpreting customer requirements and recommending appropriate solutions.
• Experience utilizing ERP systems (e.g., Epicor, SAP) and CRM platforms (e.g., Sugar, Salesforce) in an order management or customer support environment.
• Demonstrated ability to manage multiple customer priorities while maintaining accuracy, responsiveness, and a high level of customer satisfaction.

Nice To Haves

• Experience supporting conveyor systems, power transmission products, automation equipment, packaging machinery, material handling, plastics, food processing, or other industrial manufacturing applications.
• Experience reading engineering drawings, technical specifications, and product documentation.
• Experience supporting engineered-to-order (ETO), configured-to-order (CTO), or custom manufactured products.
• Knowledge of manufacturing processes, production planning, quality systems, and continuous improvement methodologies (Lean Manufacturing or Six Sigma).
• Experience preparing technical quotations, coordinating engineering changes, and supporting new product introductions.
• Advanced proficiency in Microsoft Excel and experience analyzing customer, sales, or operational data.

Responsibilities

• Serve as the primary technical point of contact for customers regarding product selection, applications, product compatibility, installation guidance, and general technical inquiries.
• Assist customers with troubleshooting product performance issues by gathering technical information and coordinating with Engineering and Technical Services.
• Interpret customer specifications, drawings, bills of material, and technical documentation to ensure accurate product selection and order configuration.
• Coordinate with Engineering and Product Management on custom products, special applications, and technical product requests.
• Provide technical documentation including product specifications, drawings, certifications, installation guides, and product data sheets.
• Manage customer orders throughout the complete order lifecycle, ensuring technical accuracy, pricing integrity, and timely fulfillment.
• Process customer orders, engineering changes, quotations, replacement orders, and product modifications accurately and efficiently.
• Review customer purchase orders for accuracy and alignment with product specifications.
• Coordinate with Manufacturing, Planning, Logistics, and Supply Chain to support production schedules and delivery commitments.
• Monitor project milestones and proactively communicate order status, lead times, engineering updates, and shipment information.
• Build strong working relationships with customer stakeholders and understand their needs.
• Respond professionally to customer inquiries through phone, email, CRM, and other communication channels.
• Support resolution of customer concerns related to product performance, order fulfillment, quality, and delivery.
• Support Sales Engineers by preparing quotations, product recommendations, and customer documentation.
• Identify opportunities for product improvements, cross-selling, and additional value-added solutions.
• Maintain high standards of documentation accuracy, ERP data integrity, and process compliance.
• Participate in root cause investigations, corrective action initiatives, and continuous improvement projects.
• Share technical knowledge with internal teams and support training initiatives.
• Contribute to process improvements that enhance customer satisfaction, operational efficiency, and technical support capabilities.
• Support departmental KPIs, quality objectives, and customer service performance metrics.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree