Customer Care Supervisor

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

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 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.
• We participate in E-Verify.