Customer Care Advocate I or II
1 week ago
Position: Customer Care Advocate I or II
Location(s) Available: Milwuakee, Wisconsin; South Beloit, Illinois; Florence, Kentucky
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:
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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
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
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 StatementRegal 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.
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