Customer Care Representative II

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing-improving productivity, enhancing people’s lives and redefining what’s possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications-from minimally invasive surgery to robotics to 3D metal printing.

Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta.

Job Summary

As a Customer Care Representative II, you serve as a primary point of contact for customers, providing exceptional service across multiple communication channels. You support customers with product, pricing, and service inquiries; maintain accurate orders; and resolve a wide range of customer concerns with empathy, professionalism, and urgency. You collaborate cross-functionally to ensure customers receive timely, accurate information and a seamless service experience.

Primary Responsibilities

• Respond to a broad range of customer inquiries across multiple channels (email, phone, online portals) in a timely and professional manner.
• Provide accurate product, pricing, and service information.
• Enter and maintain customer orders and changes using enterprise systems, ensuring accuracy and completeness.
• Resolve a wide range of customer issues with empathy, patience, and professionalism.
• Partner cross-functionally with Sales, Operations, and Planning to ensure customers receive timely updates and correct information.
• Support service-level metrics including customer satisfaction, order accuracy, and order processing cycle time.
• Capture insights from the field and collaborate with Engineering/Product Management to optimize solutions and inform roadmaps
• Work closely with Sales, Engineering, Product Management, and Operations/Quality to ensure seamless delivery and customer satisfaction.

Required Experience, Education, Skills, Training and Competencies

• Excellent verbal and written communication skills.
• Demonstrated empathy, patience, and active listening with customers.
• Strong computer proficiency and ability to learn new systems quickly.
• Ability to work effectively with others in a dynamic, fast-paced environment.
• Strong multitasking, organization, and prioritization skills with attention to detail.
• Customer Focus: Dedicated to meeting expectations of internal and external customers; builds trust through reliable service.
• Collaborative Team Player: Seeks input, works well across functions, demonstrates humility, and builds trust through transparency.
• Technical Learning: Learns new technologies, systems, and product knowledge quickly.

Travel Requirements

• No regular travel required.

Physical Requirements

• Ability to remain in a stationary position for extended periods (computer/phone).
• Ability to manage standard office equipment.
• Light physical effort such as lifting up to 10 lbs may be required.

Compensation and Benefits

• The base pay rate for this role is $27.00 USD per hour based on full-time employment. Salary offers are based on a wide range of factors including but not limited to location, relevant skills, training, experience, education, etc.
• Certain roles may be eligible for performance-based incentive compensation and/or long-term incentives. Incentives could be discretionary or non-discretionary depending on the plan.
• Novanta supports all aspects of your life’s needs. This position provides a full range of medical, financial, and other benefits to make your quality of life better.

Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy.

Please call +1 781-266-5700 if you need a disability accommodation for any part of the employment process.