Customer Care Advocate

Position Summary :    

The   Customer   Care Advocate   serves as the primary contact for   requests for orders , quotes, product questions, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through   expertise , ownership, accountability, and responsiveness  

An Advocate II will resolve issues with limited authority and offer solutions within the Customer Care department guidelines. A   CCA   is proficient in MCS eBusiness tools and   utilizes   them to handle transactions and provide customer solutions to inquiries   regarding   product or order information.   CCA   has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries.   

Our mission is to provide a seamless & effortless customer experience through   demonstrating   product & system   expertise , ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care Role is an excellent opportunity to join a forward thinking, dynamic, global Customer Care Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey,   ultimately enabling   growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to   learn   and a passion for process improvement.  

Major Responsibilities:  

• Dedication to 80-20 overserve strategies and continuous improvement   

• Collaborates with other teams to drive resolution/shipment on open order reports  

• Handles internal & external customer inquiries quotes & orders,   utilizing   established standard operating policies & procedures  

• Responsible for building strong customer relationships and delivering customer-centric solutions.  

• Support corporate initiatives designed to overserve our customers while providing an effortless customer experience  

• Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals  

• Handles customer escalations, autonomously with first contact resolution when possible.   

• Work with internal teams with a high sense of accountability and urgency  

• Works with internal partners (Credit, Planning, Shipping,   etc …) to drive resolution on customer-impacting issues  

• Contributes to training initiatives within department & actively involved in providing input in the creation of Training Tools and Job Aids   

• Escalation   point   for newer associates within customer care department  

• Handles conflict situations effectively, with   a minimum assistance  

• Handles complex customer inquiries with expanded product knowledge  

• Proactively suggests product substitution/interchanges independently and   demonstrates   a high level   of   proficiency   in catalog and eCommerce tools navigation  

Required Education / Experience / Skills:   

• 4-year College Degree  

• Three years of professional Customer Care experience   required  

• Minimum of 1-year experience within the Regal Rexnord Customer Care Team or Comparable business experience  

• Demonstrated   proficiency   in keyboarding skills, Ability to type approx. 45+ words per minute  

• Exp. with business tools such as SharePoint, MS Teams , Windows   Operating Systems   required .  

• Intermediate Excel Skills   required    

• Experience with Oracle &/or SAP (or other ERP systems)   required    

• CRM platforms such as Salesforce or Microsoft Dynamics Experienced   required    

• Experience navigating and   utilizing   corporate websites & eCommerce platforms   required  

• Demonstrated mechanical or technical aptitude & ability to read drawings desired.  

• Team oriented with the ability to influence others  

• Consistently   demonstrates   patience and approachability with other team members  

• Consistently   demonstrates   ability to work in a highly dynamic team and fast-paced environment with continuous challenges   

• Consistently   demonstrates   situational adaptability and resourcefulness  

• Excellent communication/interpersonal & organizational skills  

• Excellent ability to manage daily workload  

Leadership Competency:  

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.  

• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.  

• Plans & Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.  

• Manages Conflict – Handling conflict situations effectively, with a minimum of noise.  

• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs   of different audiences.  

Travel:    Not Required  

Language:   English   

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About Regal Rexnord

Regal Rexnord is a publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company’s electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company’s automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.

The Company’s end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com.