Customer Care Coordinator

The HEICO Companies, LLC; Raleigh (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

The HEICO Companies, LLC is seeking a Customer Care Coordinator to own the customer experience within a defined sales region. You will manage inquiries, quotes, RMA processes, order entry and ensure on-time delivery while supporting sales strategies.

You will answer incoming calls, monitor the front reception, and collaborate with regional sales, engineering, manufacturing and credit teams to resolve issues and maintain a 100% positive customer experience.

Qualifications

• Minimum 2–5 years in customer service or project support in a fast-paced setting.
• Experience with ERP/CRM systems and MS Office suite.
• Ability to analyze requests and coordinate cross-functional teams.

Responsibilities

• Process inquiries, quotes, RMAs, orders, and ensure timely delivery.
• Liaise with regional sales, engineering, manufacturing, quality, and credit teams to resolve issues.
• Act as customer advocate to improve satisfaction and sales processes.
• Utilize CRM to document activities and support territory growth.
• Provide reporting and contribute to ongoing process improvements.

Skills

Customer service

Project management

Analytical thinking

Communication

Multi-tasking

Teamwork

Decision making

Organizational skills

Proactive problem solving

Tools

Microsoft AX ERP

Salesforce CRM

Microsoft Office

Job description

The Customer Care Coordinator will have full ownership and responsibility for customer engagement and satisfaction as assigned within a specific sales region/territory. This will involve the full customer experience within the sales cycle from inquiries/quotes/RMA's to order entry and quality on-time product delivery. Along with teammates and department heads, this individual will be responsible for supporting the company's overall sales strategy and profit objectives while ensuring a 100% positive customer experience for all customers. This position will also answer incoming phone calls and monitor front reception/lobby.

Summary

The Customer Care Coordinator will have full ownership and responsibility for customer engagement and satisfaction as assigned within a specific sales region/territory. This will involve the full customer experience within the sales cycle from inquiries/quotes/RMA's to order entry and quality on-time product delivery. Along with teammates and department heads, this individual will be responsible for supporting the company's overall sales strategy and profit objectives while ensuring a 100% positive customer experience for all customers. This position will also answer incoming phone calls and monitor front reception/lobby.

Description

Process all orders and order acknowledgements accurately and within a timely manner including managing customer portals. Lead by example to provide exemplary support and services to the customers in the assigned region Execute all post-sale activities including expedites, backorders and quality issues providing industry leading customer service and support. Liaise with regional sales manager(s) to identifying new project opportunities for follow-up; driving key relationships with procurement (buyers and planners), et al. Be the customer advocate with internal engineering, manufacturing, production, quality, purchasing and credit departments to ensure timely and accurate resolution of any customer issues escalating as necessary to guarantee customer satisfaction and improve inside sales/customer service processes Utilize CRM system to record progress/activities driving customer engagements contributing to sales and profit growth for assigned regions. Provide and fulfill reporting requirements for territory support. Be an "outside-of-the box" thinker and bring new thoughts, ideas, process suggestions to manager for consideration.

Requirements

• Minimum 2-5 years customer service and/or project management experience in a fast-paced manufacturing or office environment
• Lean, 5S, Kaizen, lean deployment experience preferred
• Ability to multi-task in a fast-paced work environment
• Sense of urgency and willingness to do what it takes to satisfy our customer.
• Ability to analyze requests (both internal and external) and understand C/A Design systems well enough to retrieve data to support requests
• Proven team player and leader; a great teammate that brings out the best in their teammates
• Demonstrated decision making skills - ability to analyze, evaluate and make decisions in the best interest of the company
• Strong organizational skills; analytical and metrics driven approach to driving results
• Goal oriented; ability to prioritize and deliver on key objectives
• Excellent oral and written communication skills
• Winning attitude and competitive spirit
• Strong PC skills and experience with ERP and CRM system(s); (preferably Microsoft AX ERP and Salesforce CRM).
• Proficient with Microsoft Office.

Physical Requirements

• Ability to stand and walk for extended periods throughout the work shift.
• Ability to frequently use hands and fingers to operate machine controls, tools, and measuring instruments.
• Ability to lift, carry, push, and pull materials and components weighing up to 40 pounds, with or without reasonable accommodation.
• Ability to bend, stoop, kneel, crouch, and reach as required to load, unload, and inspect parts and equipment.
• Ability to perform repetitive motions involving the hands, wrists, and arms.
• Ability to visually inspect parts, interpret and read blueprints, technical drawings, work instructions, and use gauges, and measuring devices.
• Ability to distinguish colors, dimensions, and surface defects when performing quality inspections.
• Ability to hear and communicate effectively in a manufacturing environment.
• Ability to safely operate equipment in a fast-paced production setting while wearing required personal protective equipment (PPE), including safety glasses, hearing protection, safety shoes, and other equipment as required.
• Ability to work in an environment with exposure to machine noise, metal chips, cutting fluids, lubricants, and varying temperatures.
• Ability to maintain regular attendance and work scheduled shifts, including overtime as required.

Work Environment

Manufacturing environment with exposure to moving mechanical equipment. Frequent interaction with machine tools, raw materials, and finished products. Compliance with all company safety policies, housekeeping requirements, and Foreign Object Debris (FOD) prevention practices. Required use of appropriate PPE and adherence to all safety procedures.

Essential Functions Disclaimer

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

About HEICO

Heico has a history of success. Since its founding over 40 years ago The Heico Companies has grown from a single business to over 80 separate companies through a strategic acquisition policy, and by reinvesting its earnings into internal growth and new prospects. Historically talented at restoring distressed companies, Heico now strategically targets acquisitions that will complement its ever-growing portfolio of companies in manufacturing, construction, and industrial services. These four core operations are organized into groups: Metal Processing Group, Construction Solutions Group, Applied Solutions Group, and Industrial Technologies Group. Once acquired, new Heico companies are assigned to a group and run on a stand-alone basis, allowing for great independence as well as the opportunity to share knowledge about markets, production processes, and management practices across other Heico groups and companies. Each Group has its own corporate team. Heico continues to seek out new opportunities and maintain its standard of success. The Heico Companies has remained a privately held company since its creation and maintains a majority ownership in each of its operations, which generates more than $3.3 billion dollars in revenues. Many of our businesses are certified Woman-owned Business Enterprises (WBE). More information about the holding company and overall organization can be found at www.heicocompanies.com.