Customer Care Representative

Heitek Automation, LLC; Phoenix (AZ); On-site; USD 40,000 - 60,000; Full time

Job summary

Heitek Automation, a SunSource company, is seeking a Customer Care Representative to deliver exceptional service and support to clients in the industrial automation sector. You will manage inquiries, resolve issues, and foster positive relationships to enhance satisfaction and loyalty.

Your responsibilities include handling inquiries, processing orders, coordinating with sales and logistics, and resolving complex issues with cross-functional teams to ensure timely delivery and high-quality

Qualifications

• High school diploma required; associate’s degree in business is a plus.
• 3-5 years in customer service, preferably in industrial automation.
• Familiarity with PLCs, HMIs, sensors, and motors is advantageous.

Responsibilities

• 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.
• Process customer orders and quotes accurately and efficiently using the company's order management system; coordinate with sales, warehouse, and logistics for timely fulfillment.
• Follow up on open quotes weekly to drive quotes to sales orders.
• Investigate and resolve customer complaints, product issues, or service problems promptly and professionally; collaborate with technical support teams.
• Coordinate with various departments to ensure smooth issue resolutions.
• Build and maintain positive relationships with customers, understanding their needs and preferences.

Skills

Communication skills

Problem-solving

Organizational skills

Customer service experience

Industrial automation knowledge

Education

High school diploma

Associate's degree in business

Tools

P21

Zoho

Job description

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.

www.heitek.com

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.

Equal Opportunity Employer, including disability and protected veteran status. If you are an individual with a disability and require an accommodation to complete the application process, please contact [e-mail] to request reasonable accommodation. Only requests for accommodation in the application process will be returned from this email address. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí). Sun-Source | Privacy Policy #heitekassc

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.