Customer Support Specialist II

2 weeks ago

Milwaukee, Wisconsin, United States Regal Rexnord Corp Full time

Position: Customer Care Advocate II

Reports To: Supervisor, Customer Care

Location: Milwaukee, Wisconsin - HYBRID

Position Overview:

The Customer Care Advocate II acts as the main point of contact for inquiries related to orders, quotes, and product information, among various other customer requests. This role is essential in ensuring a smooth customer journey through expertise, ownership, accountability, and promptness.

An Advocate II will address issues with limited authority and provide solutions within the guidelines of the Customer Care department. A CCA II is skilled in MCS eBusiness tools, utilizing them to manage transactions and offer customer solutions for inquiries regarding product or order details. The CCA II possesses extensive product knowledge and experience with complex processes and systems to tackle more intricate customer inquiries.

Our mission is to deliver a seamless and effortless customer experience by showcasing product and system expertise, ownership, accountability, cross-departmental collaboration, and responsiveness. The Customer Care Role presents an excellent opportunity to join a forward-thinking, dynamic global Customer Care Team responsible for fostering customer loyalty, minimizing customer effort, and providing solutions throughout the customer journey, ultimately facilitating growth. Join a team of highly motivated professionals with a proactive attitude, a willingness to learn, and a passion for process enhancement.

Key Responsibilities:

  • Commitment to 80-20 overserve strategies and ongoing improvement.
  • Collaborates with other teams to ensure resolution and shipment on open order reports.
  • Handles internal and external customer inquiries regarding quotes and orders, adhering to established standard operating procedures.
  • Builds strong customer relationships and delivers customer-focused solutions.
  • Supports corporate initiatives aimed at exceeding customer expectations while ensuring an effortless customer experience.
  • Plans and prioritizes daily tasks to align with organizational objectives.
  • Manages customer escalations independently, aiming for first contact resolution when feasible.
  • Works with internal teams with a strong sense of accountability and urgency.
  • Collaborates with internal partners (Credit, Planning, Shipping, etc.) to resolve customer-impacting issues.
  • Contributes to training initiatives within the department and actively participates in creating training tools and job aids.
  • Serves as an escalation point for newer associates within the customer care department.
  • Effectively handles conflict situations with minimal assistance.
  • Addresses complex customer inquiries utilizing expanded product knowledge.
  • Proactively suggests product substitutions and demonstrates proficiency in catalog and eCommerce tools navigation.
  • Provides advanced technical support to the Customer Service Team and customers to troubleshoot issues and deliver solutions.
  • Offers product interchange as needed when customers place orders or request quotes.
  • Collaborates with the Engineering team to enhance up-selling opportunities and verify complex customer requests, including interpreting CAD drawings.
  • Provides ongoing advanced technical support to all internal stakeholders as required.
  • Records calls for training and quality assurance purposes.

Education, Experience & Skills Required:

  • High School diploma required; college degree or equivalent work experience preferred.
  • Three years of professional Customer Care experience required.
  • Post-secondary education in a technical-related field is preferred; Electro-mechanical technician/technologist preferred.
  • A minimum of 1-year experience within the Regal Rexnord Customer Care Team or comparable business experience.
  • Customer Care Advocate II are highly encouraged to participate in the Coaching program.
  • Demonstrated proficiency in keyboarding skills, with the ability to type approximately 45+ words per minute.
  • Experience with business tools such as SharePoint, MS Teams, and Windows Operating Systems required.
  • Intermediate Excel skills required.
  • Experience with Oracle and/or SAP (or other ERP systems) required.
  • Experience with CRM platforms such as Salesforce or Microsoft Dynamics required.
  • Experience navigating and utilizing corporate websites and eCommerce platforms required.
  • Demonstrated mechanical or technical aptitude and ability to read drawings desired.
  • Team-oriented with the ability to influence others.
  • Consistently demonstrates patience and approachability with team members.
  • Ability to thrive in a highly dynamic team and fast-paced environment with continuous challenges.
  • Demonstrates situational adaptability and resourcefulness.
  • Excellent communication, interpersonal, and organizational skills.
  • Strong ability to manage daily workload effectively.

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 publicly held global industrial manufacturer, dedicated to providing sustainable solutions that power, transmit, and control motion. The company’s offerings include electric motors and air-moving subsystems, along with a portfolio of highly engineered power transmission components and subsystems designed for efficiency in industrial applications.

With a focus on diverse end markets, Regal Rexnord is committed to fostering a diverse and inclusive workforce, ensuring that all qualified applicants receive consideration for employment without regard to various protected statuses.

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