Customer Care Representative
About The Position
As a Customer Care Representative at Heitek Automation, a SunSource company and provider of industrial automation components and integrated solutions, you will deliver service and support to customers in the industrial automation sector. You will manage customer inquiries, resolve issues, and build positive relationships to support customer satisfaction and loyalty. The role includes responding to product, pricing, availability, and delivery questions; processing quotes and orders; coordinating with internal departments and partners; following up on open quotes; and helping resolve complaints and technical or service problems. Familiarity with products such as PLCs, HMIs, sensors, and motors is advantageous.
Requirements
- High school diploma or equivalent.
- At least 3 years of experience in a customer service or customer care role.
- Strong written and verbal communication skills, including the ability to explain technical information clearly.
- Problem-solving ability and effectiveness in handling and resolving customer issues.
- Excellent organizational and multitasking abilities.
- Proficiency with customer relationship management (CRM) software and order management systems such as P21.
- Demonstrated commitment to exceptional customer service and meeting customer needs.
Nice To Haves
- Associate degree in business.
- Experience in customer service or customer care within the industrial automation industry.
- Familiarity with industrial automation products such as PLCs, HMIs, sensors, and motors.
- Experience with Zoho CRM.
Responsibilities
- Handle incoming customer inquiries by phone, email, or other communication channels.
- Respond promptly and professionally to customer questions, concerns, and technical inquiries about industrial automation products and services.
- Address product inquiries, pricing, availability, and delivery status.
- Process customer orders and quotes accurately using the company's order management system.
- Coordinate with sales, warehouse, logistics, and other departments to support order fulfillment and timely delivery.
- Update customers on order status and provide tracking information when needed.
- Follow up weekly on open quotes to help convert them to sales orders.
- Investigate and resolve customer complaints, product issues, and service problems promptly and professionally.
- Collaborate with technical support teams to address complex technical problems and provide effective solutions.
- Coordinate with sales, technology partners, warehouse, logistics, and other departments to resolve issues.
- Build and maintain positive, long-lasting customer relationships by understanding customer needs and preferences.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
