What are the responsibilities and job description for the Customer Care Representative position at Process Technology?
About the Company
Process Technology is a global, US-based company focused on designing and manufacturing world-class thermal and power supply products. We are committed to creating quality products that are safe, precise, and clean for the industries we serve.
Our Values:
- Growth – Think big. Make a difference. Always continue learning personally and professionally. View mistakes as opportunities to improve.
- Ownership – Own decisions, actions, and failures. Do what's right versus what’s easy. Hold yourself and others accountable.
- Drive Results – Display urgency, take action, achieve results. Challenge the status quo, take initiative, and make things happen. Focus on what matters most. Solve the biggest problems to make a difference.
- Innovation – Find a better way every day. Think differently. Imagination will take you everywhere!
About the Role
The Customer Care Representative is an integral member of the Sales Team, serving as a key liaison between our customers and internal teams. This full-time, hourly non-exempt role is essential in ensuring that our engineered solutions are not only delivered efficiently but also aligned with each customer’s unique application requirements. The position requires a combination of responsiveness, some technical understanding, and commitment to customer satisfaction. Responsibilities include, but are not limited to:
- Serve as a primary point of contact for customer inquiries, order updates, and service needs
- Build and maintain strong relationships with customers and channel partners to support long-term satisfaction and retention
- Provide timely communication regarding order status, shipping timelines, and any logistics updates
- Coordinate proactively to ensure customer expectations are met - including adherence to lead times, shipping preferences, and payment terms
- Process and acknowledge quotes and orders accurately and within defined timeframes
- Collaborate with finance to resolve invoice discrepancies, credit issues, or billing questions
- Investigate and resolve customer concerns quickly and thoroughly, applying root cause analysis and corrective actions where needed
- Support the troubleshooting process and manage product returns, including issuing and processing RMAs
- Collect and verify critical customer information (e.g., shipping details, account data) to ensure accurate and timely delivery of the correct product for each application
- Provide up-to-date information on product availability and lead times
- Respond to requests for technical documentation, literature, or product information
- Effectively manage a high volume of incoming communication while maintaining professionalism and accuracy
- Demonstrate strong communication and interpersonal skills in all customer and team interactions
- Uphold company policies and protect sensitive information in accordance with confidentiality guidelines
- Comply with company safety standards and ISO-certified processes
- Participate in all required training sessions and team meetings
- Perform additional duties as assigned to support the business and customer needs
Requirements
- College Degree in business or related field required.
- Minimum of 3 years of customer service experience in a technical industry.
- Strong customer orientation and ability to adapt or respond to individuals with a respect for individual cultures and characters.
- Ability to work with and communication in a friendly, professional manner with all levels of the Company, customers, and visitors by telephone, email, and in person.
- Strong ability to multi-task, prioritize, and manage your time effectively.
- Proficiency in MS Office and experience with MRP/ERP systems.
- Strong decision making and analytical abilities.
- Detail oriented with high levels of accuracy.
Systems Used
- Microsoft Suite (Outlook, Word, PPT, Excel, Project)
- CSI
- UKG