Customer Care Supervisor
Job Location:
Phoenix, AZ - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
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
Essential Functions
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
Experience Education and Skills
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 bachelors 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.
We participate in E-Verify.
Required Experience:
Manager
About Company
As one of North America's leading distributors for mobile and industrial applications, our solutions-based approach supports OEM & MRO customers with their needs in fluid power, fluid process, fluid conveyance, industrial supplies, and service & repair capabilities.
