Customer Care Representative

Customer Care Representative

Habasit America, a subsidiary of the Swiss-based Habasit Group, has thrived for over 50 years thanks to our people and culture. We have seven locations across the US, including our regional headquarters in Suwanee, Georgia. At Habasit, we value quality, continuous improvement, and entrepreneurship—qualities that make this a great place to launch or grow your career. You won't just join any team—you'll be part of a highly collaborative, problem-solving group where your contributions truly matter.

Habasit America is a leader in conveyor and power transmission belting, supporting companies you rely on daily. Our belting solutions can be found in businesses in every industry, from major food processing companies to the treadmill belts at your local gym. Whether you're building, designing, or selling, you'll help keep businesses in motion.

Position Summary

The Customer Care Representative serves as a primary point of contact for customers and internal stakeholders, managing customer orders from entry through fulfillment while delivering an exceptional customer experience. This role is responsible for responding to customer inquiries, processing orders and quotes, resolving service-related issues, and providing product and technical support. The position works closely with Sales, Production, Logistics, Marketing, and Supply Chain teams to ensure accurate order management, timely delivery, and customer satisfaction. The Customer Care Representative also contributes to continuous improvement initiatives and supports business growth through strong customer relationship management.

Essential Functions

• Manage customer orders throughout the complete order lifecycle, ensuring accuracy, compliance, and timely fulfillment.
• Serve as the primary point of contact for customer inquiries regarding orders, quotes, products, pricing, shipment status, and service-related concerns.
• Respond promptly and professionally to customer requests received through multiple communication channels, including phone, email, and CRM platforms.
• Process orders, order changes, replacement and repair orders, and other customer transactions accurately and efficiently.
• Coordinate with cross-functional teams, including Sales, Production, Logistics, Marketing, and Supply Chain to meet customer requirements and resolve issues.
• Provide customers with accurate product information and technical assistance for company products and services.
• Proactively communicate order status, shipping updates, delays, and backorder information to customers.
• Investigate and resolve customer concerns while maintaining adherence to company policies and procedures.
• Develop, maintain, and expand customer relationships to support customer retention, satisfaction, and repeat business.
• Prepare and manage customer quotes and support account management activities in partnership with Sales and internal teams.
• Ensure high standards of data integrity, documentation accuracy, and process compliance.
• Support colleagues through knowledge sharing, training assistance, and backup coverage as needed.
• Identify and contribute to continuous improvement initiatives that enhance customer experience and operational efficiency.
• Support departmental goals, service levels, and key performance indicators (KPIs).

Core Competencies

• Customer Focus
• Communication Excellence
• Relationship Management
• Technical Product Knowledge
• Problem Solving and Critical Thinking
• Attention to Detail
• Teamwork and Collaboration
• Organizational Effectiveness
• Time Management
• Adaptability and Flexibility
• Accountability and Ownership
• Continuous Improvement Mindset

Required Qualifications

• 3–5 years of experience in customer service, customer care, order management, inside sales, technical support, or a related customer-facing role.
• Experience supporting customers in a B2B, manufacturing, industrial, distribution, or technical product environment preferred.
• Strong verbal and written communication skills with a professional and customer-focused phone presence.
• Strong mathematical and technical aptitude.
• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
• Experience utilizing ERP and Customer Relationship Management (CRM) systems.
• Strong problem-solving skills and the ability to manage complex customer situations effectively.
• Exceptional organizational skills with the ability to prioritize multiple tasks and deadlines.
• Demonstrated attention to detail and commitment to accuracy.
• Self-motivated and able to work independently while contributing to team success.
• Willingness and ability to learn new systems, processes, and products.
• Must be able to work on-site in the Suwanee, GA office.

Preferred Qualifications

• Associate degree, Bachelor's degree, or equivalent combination of education and relevant work experience preferred.
• Experience working with CRM and ticketing systems.
• Experience with Epicor or similar ERP platforms.
• Experience providing technical support for industrial, manufacturing, or product-focused organizations.
• Experience managing customer quotations and supporting account growth initiatives.
• Advanced proficiency in Microsoft Office applications, particularly Excel.
• Experience handling customer escalations and conflict resolution.
• Knowledge of order-to-cash processes and customer service best practices in a B2B environment.

What We're Looking For

We are seeking a proactive, customer-focused professional who thrives in a collaborative environment and takes ownership of delivering exceptional service. The ideal candidate combines strong customer care, order management, and relationship-building skills with a technical aptitude and a solutions-oriented mindset. This individual is organized, detail-oriented, and motivated to create positive customer experiences while contributing to team success and business growth.