Customer Care Supervisor

Position Overview:
As the Customer Care Manager at Heitek Automation, you will lead the customer care function, ensuring exceptional service delivery and a seamless customer experience across all touchpoints. This role is responsible for overseeing daily operations, developing team members, improving processes, and driving performance to enhance customer satisfaction and loyalty within the industrial automation sector.
You will serve as a key liaison between customers and internal teams, ensuring alignment, accountability, and continuous improvement in how we support our clients.

Reports to: Sales Operation Manager

Collaborates with: Sales Team, Operations Team, Engineer Team, Materials Team, Accounting Team

Key Responsibilities:

Team Leadership & Development:

•Lead, coach and develop the Customer Care team to ensure high performance and engagement
•Set clear expectations, provide regular feedback, and conducts performance evaluations.
•Support hiring, onboarding, and training of new team members

Customer Experience & Support Oversight:

•Oversee all incoming customer inquires to ensure timely, accurate and professional responses.
•Will have Primary Customer Care responsibilities for Select Key Accounts
•Establish and maintain service standards for responses times and issue resolution
•Act as the escalation point for complex or high-impact customer concerns
•Ensure consistent, high-quality communication across all customer interactions

Quote & Order Management Oversight:

•Ensure accurate and efficient processing of quotes and customer orders
•Partner with Sales and Operations to support quote follow-up strategies and improve conversion rates.
•Monitor order flow and proactively address delays or issues impacting delivery timelines
•Ensure customers are kept informed throughout the order lifecycle.

Process Improvement & Operation Excellence:

•Evaluate existing workflows and identify opportunities to improve efficiency and accuracy
•Develop and implement standard operation procedures for customer care processes
•Drive continuous improvement initiatives across order entry, communication, and issue resolution
•Partner cross-functionally to streamline processes between departments

Performance Management & Reporting:

•Establish, track, and report on key performance indicators (KPIs), such as response time, backlog, order accuracy, and quote conversion rate
•Analyze trends and identify areas of improvement
•Implement action plans to address performance gaps and improve overall team effectiveness
Cross-Function Collaboration:
•Serve as the primary point of accountability between Customer Care and internal departments
•Collaborate with Sales, Engineering, Warehouse, Operations and Accounting to ensure alignment and execution.
•Support organization initiatives and contribute to broader operational strategies

Customer Relationship Management

•Build and maintain strong, long-term customer relationships
•Gain a deep understanding of key customer needs and expectations
•Proactively identify opportunities to enhance the customer experience

Key Competencies & Skills:

•Strong Leadership skills
•Excellent communication skills, both written and verbal, with the ability to convey technical information in a clear and understandable manner.
•Strategic thinking with a focus on continuous improvements
•Strong problem-solving and decision-making abilities
•High level of organization and ability to manage multiple priorities
•Proficiency in using customer relationship management (CRM) software and order management systems like P21. Zoho experience a plus but not required.
•Customer-focused mindset with a commitment to service excellence

Qualifications & Experience:

•High school diploma or equivalent required; associate or bachelor’s degree in business or related filed preferred
•5+ years of experience in a customer service or inside sales
•Prior leadership or supervisory experience strongly preferred
•Experience within the industrial automation industry highly desirable
•Familiarity with industrial automation products, such as PLCs, HMIs, sensors, and motors, is highly advantageous.

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