Customer Care Specialist

About the role

The Customer Care Specialist plays a key role in supporting the sales team by providing administrative assistance, managing customer inquiries, processing orders and ensuring a positive customer experience. This position serves as a liaison between customers, sales representatives, operations and internal departments to ensure timely and accurate communication and order fulfillment.

Responsibilities

• Provide day-to-day administrative support to the sales team.
• Process customer orders, quotes, and sales-related documentation accurately and efficiently.
• Respond to customer inquiries regarding products, pricing, order status, and delivery information.
• Assist with the preparation and follow-up of sales quotations and proposals.
• Maintain customer records and sales data within the company CRM system.
• Coordinate with production, purchasing, shipping, and customer service teams to ensure order accuracy and on-time delivery.
• Monitor open orders and proactively communicate delays or issues to customers and sales representatives.
• Support the sales team with reporting, data entry, and account management activities.
• Prepare sales reports, spreadsheets, and presentations as needed.
• Serve as backup coverage for other administrative and customer support functions.
• Participate in continuous process improvement initiatives to enhance customer satisfaction and operational efficiency.

Cross‑Functional Coordination

• Interdepartmental collaboration — Work closely with Engineering, Operations, Customer Service, and Shipping to verify technical details, resolve issues, and support both aftermarket and capital sales processes.
• Product line knowledge — Maintain a working understanding of machine models, aftermarket parts, configurations, and common customer requirements.

Qualifications

Education: Associate degree preferred; equivalent work experience considered.

Experience: 2+ years of experience in sales support, customer service, inside sales, or administrative support. Experience in manufacturing, capital equipment, or technical product environments preferred.

Skills

• Technical comprehension of machine configurations, parts, and product options.
• ERP/CRM proficiency with quoting, pricing, or order management systems.
• Strong accuracy, attention to detail, and organizational skills.
• Professional written and verbal communication.
• Ability to manage multiple priorities and deadlines.
• Analytical skills for reviewing pricing structures and product configurations.

Competencies

• Detail Orientation — Ensures accuracy in pricing, documentation, and order processing.
• Customer Focus — Provides responsive, professional support to customers and sales teams.
• Collaboration — Works effectively with internal departments to resolve issues and support sales activities.
• Process Consistency — Follows established workflows for quoting, revisions, and customer care.
• Time Management — Prioritizes tasks and manages deadlines effectively.

Physical Requirements

Prolonged periods of sitting and computer use. Occasional lifting of files or office materials up to 10 lbs.

Benefits

ProMach offers a comprehensive benefits package with no waiting period — you are eligible on your first day of employment. Benefits include comprehensive medical and dental programs, life insurance, a generous paid time off program, and a retirement savings plan with a company match. Total compensation includes salary plus these benefits. The company fosters an open, communicative environment that encourages individual initiative and career growth, combining the rewards and market strength of a large organization with the entrepreneurial culture of a smaller, fast‑paced company. ProMach has been named to the Inc. 5,000 list of fastest‑growing private companies in the U.S. seven times.