Job Description:
Customer Care Associate- Tested Sector
Founded in 1904, ESAB Corporation is a premier narrowly diversified global leader in connected fabrication technology and gas control solutions. Our rich history of innovative products, workflow solutions, and business system, ESAB Business Excellence, enables our purpose of Shaping the World We Imagine™. We’re looking to hire a talented Customer Care Associate based in Hanover, PA.
Reporting to the Customer Care Supervisor, the Customer Care Associate is responsible for building and maintaining long-term, trusted relationships with customers by delivering comprehensive, end-to-end customer support for products and services within the tested sector. This role serves as a key point of contact for internal and external customers, managing inquiries, quotes, and orders while ensuring accuracy, compliance, and exceptional customer experience.
Primary Duties
- Deliver high-quality customer support by building strong relationships, resolving issues efficiently, and ensuring a positive customer experience.
- Review and process customer requests for special and tested orders, including interpreting detailed specifications for military and nuclear quotes and orders.
- Ensure quotes and orders align with government contract requirements and customer expectations.
- Analyze historical data and coordinate internally to determine feasibility of new customer requests.
- Obtain and validate customer specifications from online resources and customer websites as needed.
- Collaborate cross-functionally with Quality Assurance, R&D, Production Scheduling, and Outside Sales to support assigned accounts.
- Communicate effectively with end users, clearly conveying technical and testing-related information.
- Identify required testing, calculate applicable test charges, and ensure accurate documentation.
- Create and process quotes in SAP, referencing customer specifications, product/part numbers, minimum order requirements, testing charges, and any special notes or exceptions.
- Anticipate future order releases based on historical trends and maintain accurate order timelines.
- Run weekly reports and update order statuses to prevent past-due items.
- Manage invoicing on a weekly and monthly basis, according to account requirements.
- Retrieve required certifications from internal systems and other ESAB entities.
- Maintain working knowledge of systems, processes, and compliance requirements.
- Escalate service issues and customer concerns to management in a timely manner.
- Ensure all activities comply with ISO and ASME standards and internal policies.
Basic Qualifications
- Candidates must be legally authorized to work in the United States without current or future visa sponsorship
- 5+ years of customer service experience
- Demonstrated phone handling skills
- Strong attention to detail and ability to interpret technical specifications
- Effective communication and collaboration skills
- Customer-focused mindset with a strong sense of urgency
- Ability to work independently and in a team environment
- Must be able to work assigned shift (Monday–Friday between 8:00-5:00 p.m.)
- Basic understanding of mathematical concepts related to customer inventory, pricing, and credits
Preferred Qualifications
- Bachelor’s degree in business administration or a related field preferred, or equivalent professional experience.
- Ability to understand and comply with confidential data handling and CUI requirements.
- Experience reviewing and interpreting complex customer specifications and requirements, including military, nuclear, and customer-specific standards, with the ability to coordinate effectively with internal teams.
- Strong organizational and time-management skills, with the ability to prioritize and manage multiple tasks in a deadline-driven environment.
- Proficiency in Microsoft Office applications.
- Demonstrated aptitude to quickly learn new skills, processes, and software systems.
- Prior customer service experience required.
- Experience with SAP and CRM systems preferred
- Ability to work independently with minimal supervision while also contributing effectively as part of a collaborative team.
- Proven ability to manage conflict professionally and make sound decisions in challenging situations.
- Excellent verbal and written communication skills, complemented by active listening and strong interpersonal abilities.
- Demonstrated ability to build and maintain effective working relationships with customers in a fast-paced, dynamic environment
Working Conditions
- Remains in a stationary position approximately 50% of the time.
- Constantly operates computers and office equipment.
- May be required to wear PPE during site visits.
- Occasional lifting up to 50 lbs. using safety tools.
- Standard office environment.
