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Customer Care Advocate I or II

2 months ago

South Beloit, United States Regal Rexnord Corp Full time

Position: Customer Care Advocate I or II

Location(s) Available: Milwuakee, Wisconsin; South Beloit, Illinois; Florence, Kentucky; Chio, California

Position Summary:

The Customer Care Advocate (CCA I and II) 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.

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.

Customer Care Advocate I

This role receives general product, systems, and process training on all general MCS products.

Customer Care Advocate II

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 II is proficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information. CCA II has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries.

Responsibilities:

  • Dedication to 80-20 overserve strategies

  • 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.

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

  • Participant in training initiatives within department

  • Calls are recorded for training and quality purposes

CCAI

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

  • With Initial Direction & Supervision, take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

  • Work with Distribution Center operations to assure orders are managed and shipped in a timely manner to customer expectations; as well as resolve customer issues regarding order shipment issues such as damaged, late, or incorrect products

CCAII

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

  • 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

  • Support Customer Service Team and Customers with advanced technical skills to troubleshoot issues and provide solutions.

  • Provide product interchange as required when customer places an order or is requesting a quote

  • Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings

  • Provide ongoing advanced technical support to all internal stakeholders as required.

Education, Experience & Skills Required:

  • High School diploma required. College degree or equivalent work experience preferred

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

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

CCA I

  • Two years of professional customer care experience preferred

  • Basic to Intermediate Excel Skills preferred

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

  • Experience with CRM platforms such as Salesforce or Microsoft Dynamics Experienced Preferred

  • Experience navigating and utilizing corporate websites & eCommerce platforms

  • Demonstrated mechanical or technical aptitude preferred

  • Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges

  • Demonstrated patience and approachability with other team members

  • Able to show situational adaptability and resourcefulness

  • Strong communication/interpersonal & organizational skills

  • Strong ability to manage daily workload

CCAII

  • Three years of professional Customer Care experience required

  • Post-secondary education in a technical-related field is preferred; Electro-mechanical technician/technologist preferred

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

  • Customer Care Advocate II are highly encourage participate in Coaching program

  • 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

Benefits

  • Medical, Dental, Vision and Prescription Drug Coverage

  • Spending accounts (HSA, Health Care FSA and Dependent Care FSA)

  • Paid Time Off and Holidays

  • 401k Retirement Plan with Matching Employer Contributions

  • Life and Accidental Death & Dismemberment (AD&D) Insurance

  • Paid Leaves

  • Tuition Assistance

About Regal Rexnord

Regal Rexnord is a $6.5B 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.

Equal Employment Opportunity Statement

Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Regal Rexnord is committed to a diverse and inclusive workforce. We are committed to building a team that represents diverse and inclusive backgrounds, perspectives, and skills. If you'd like to view a copy of the company's affirmative action plan or policy statement, please email Recruiting@RegalRexnord.com. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail Recruiting@RegalRexnord.com.

Equal Employment Opportunity Posters

Notification to Agencies: Please note that Regal Rexnord Corporation and its affiliates and subsidiaries ("Regal Rexnord") do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition, Regal Rexnord will not consider or approve payment to any third-parties for hires made.