Customer Care Representative

Customer Care Representative

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.

Essential Functions:

• Technical Customer Support
• Order & Project Management
• Customer Relationship Management
• Continuous Improvement

Competencies:

• Product & Application Knowledge
• Customer Focus & Relationship Management
• Technical Problem Solving
• Communication & Collaboration
• Order & Project Management
• Business & Commercial Acumen
• Continuous Improvement
• Planning & Organization
• Adaptability & Learning Agility
• Accountability & Professionalism

Required Skills / Abilities:

• 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.

Supervisory Responsibility:

This position does not typically supervise staff.

Work Environment:

This position operates in a professional office environment with frequent exposure to manufacturing settings and customer facilities. The role may include exposure to forklift traffic, equipment noise, and production processes.

Physical Demands:

Prolonged periods of sitting, standing, and walking.

Frequent use of hands and arms for handling product samples and presentations.

Must be able to lift up to 20 lbs. occasionally (up to 40 lbs. in some assignments).

Required to safely operate a motor vehicle in varied conditions.

Position Type and Expected Hours of Work:

Full-time, Monday through Friday, 8:00 AM to 5:00 PM. Evening and weekend work may be required to meet customer demands, project deadlines, or trade show schedules. Remote work may be available depending on location.

Travel:

No travel is expected for this position.

Required Education and Experience:

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 35 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.

Preferred Education and Experience:

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.