Customer Care Representative

About the role

Heitek Automation, a SunSource company, is a leading provider of industrial automation components and integrated solutions. With decades of experience across industries including medical, life sciences, machine building, automotive, semiconductor, food & beverage, and water processing, we bring deep technical expertise to every project. Our commitment to exceptional service and innovative problem-solving helps customers overcome their most complex automation challenges.

As a Customer Care Representative at Heitek Automation, you will be pivotal in delivering exceptional service and support to our clients in the industrial automation sector. You will manage customer inquiries, resolve issues, and foster positive relationships to enhance satisfaction and loyalty. Below is a breakdown of the job responsibilities for this position:

Essential Functions

Customer Support

• Handle incoming customer inquiries via phone, email, or other communication channels.
• Provide prompt and professional responses to customer questions, concerns, and technical inquiries related to industrial automation products and services.
• Address product inquiries, pricing, availability, and delivery status in a timely and efficient manner.

Quote and Order Processing

• Process customer orders and quotes accurately and efficiently using the company's order management system.
• Coordinate with various departments, such as sales, warehouse, and logistics, to ensure smooth order fulfillment and timely delivery.
• Update customers on the status of their orders and provide tracking information when necessary.
• Follow up on open quotes weekly to drive quotes to sales orders.

Issue Resolution

• Investigate and resolve customer complaints, product issues, or service problems promptly and professionally.
• Collaborate with technical support teams to address complex technical problems and provide customers with effective solutions.
• Coordinate with various departments, such as sales, technology partners, warehouse, and logistics, to ensure smooth issue resolutions.

Customer Relationship Management

Build and maintain positive and long-lasting relationships with customers, understanding their needs and preferences.

Key Competencies & Skills

• Strong communication skills, both written and verbal, with the ability to convey technical information in a clear and understandable manner.
• Problem-solving mindset with the ability to handle and resolve customer issues effectively.
• Excellent organizational and multitasking abilities to manage customer inquiries and order processing efficiently.
• Proficiency in using customer relationship management (CRM) software and order management systems like P21. Zoho experience a plus but not required.
• Demonstrated passion for providing exceptional customer service and going the extra mile to meet customer needs.

Qualifications & Experience

• A high school diploma or equivalent, as well as an associate's degree in business, is a plus.
• Minimum of 3-5 years of experience in a customer service or customer care role, preferably within the industrial automation industry.
• Familiarity with industrial automation products, such as PLCs, HMIs, sensors, and motors, is highly advantageous.