Essential Functions

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Respond promptly and professionally to customer inquiries and concerns via phone, email, and other communication channels.
• Determine the most effective method to resolve customer issues while maintaining adherence to company policies.
• Coordinate with Production, Marketing, Sales, and Supply Chain teams to resolve issues and meet customer requirements.
• Manage order entry, order changes, returns, and credits accurately and efficiently.
• Communicate proactively with customers regarding order delays, shipping updates, and backorder situations.
• Develop and maintain positive relationships with assigned customer accounts to ensure long-term satisfaction.
• Assist less experienced representatives with training and support as needed.
• Prepare and process required documentation, such as return goods requests, order corrections, and credit adjustments.
• Initiate and track orders for replacement parts and ensure timely fulfillment.
• Contribute to process improvements and best practices to enhance team efficiency and customer experience.
• Support the Customer Care Manager in achieving departmental goals and KPIs.

Other Duties

This job description is not intended to list all possible duties or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.

• Customer Focus.
• Communication Proficiency.
• Technical Product Knowledge.
• Attention to Detail.
• Team Collaboration.
• Problem Solving and Analysis.
• Time Management.
• Adaptability.

Required Skills / Abilities

• Strong verbal and written communication skills.
• High competency in MS Word, Excel, PowerPoint, and CRM applications.
• Experience with ERP systems and order processing.
• Proven ability to manage customer relationships in a fast-paced environment.
• Detail-oriented with strong organizational skills.
• Ability to analyze and resolve complex customer service issues.
• Must be able to work on-site in the Suwanee, GA office.

Supervisory Responsibility

This position does not have supervisory responsibilities.

Work Environment

This position operates in a professional office environment and requires regular coordination with internal departments such as Production, Sales, and Marketing. Occasional visits to the manufacturing area may be necessary.

Physical Demands

• Regularly required to talk and/or hear.
• Frequently required to sit, use hands to handle or feel, and reach with hands and arms.
• Occasionally required to stand and walk.
• Specific vision abilities include close, distance, peripheral vision, and depth perception.
• Must be able to safely operate a motor vehicle if needed for company business.

Travel

Minimal travel required for training or meetings.

Required Education and Experience

• Bachelor’s degree in Business Administration, Marketing, or related field preferred.
• Minimum of 5 years’ experience in customer service, sales, or marketing.
• Minimum of 2 years’ experience with ERP software systems.
• Prior experience in customer care in an industrial or manufacturing environment preferred.

Preferred Education and Experience

• Experience within AS/400 or similar ERP environments.
• Advanced skills in CRM systems and Microsoft Office Suite.
• Experience handling customer escalation and conflict resolution.

Position Type and Expected Hours of Work

This is a full-time, salaried position. Work hours are typically Monday through Friday, 8:00 AM to 5:00 PM, with occasional overtime to meet customer demands.

Equal Employment Opportunity Statement

Employment with Habasit America is at-will. Habasit America is an equal opportunity employer and does not discriminate based on race, color, age, sex, sexual orientation, gender identity, religion, disability, national origin, veteran status, or any other legally protected status.