Customer Support Specialist II

2 weeks ago


La Vergne, Tennessee, United States Regal Rexnord Corp Full time

Position: Customer Care Advocate II

Reports To: Manager I, Customer Care

Location: Hybrid

Role Overview:

This position plays a crucial role in fulfilling the requirements of our OEM and distribution clientele by managing routine and overflow inquiries from customers and field sales representatives. The individual in this role will be responsible for processing orders, providing guidance on pricing, delivery timelines, terms and conditions, as well as handling credit and debit transactions.

Key Responsibilities:

  • Execute fundamental daily account management duties:
    • Address email and phone inquiries
    • Process customer orders
    • Handle customer claims
    • Complete daily reporting tasks
  • Investigate and process customer credits and debits
  • Assist in drafting departmental SOPs and work instructions, while mentoring other Customer Service Representatives in their creation
  • Manage and process customer orders efficiently
  • Utilize various software tools including CRM, Oracle, OTIS, DDM, Excel, Word, PPT, and O365 to fulfill customer requests
  • Provide necessary customer documentation (e.g., policies, forms, engineering drawings, wiring diagrams)
  • Identify and act on opportunities for continuous improvement
  • Actively engage in daily Gemba calls
  • Take ownership of individual contributions to team metrics, conduct root cause analysis, and implement effective solutions
  • Participate in user testing to enhance departmental processes
  • Support special projects and Kaizen events
  • Assist in training, job shadowing, and mentoring new team members

Professional Experience/Qualifications:

The ideal candidate will possess relevant customer service experience and demonstrate a proven ability to cultivate collaborative relationships across various levels and functions. This individual should exhibit passion, energy, adaptability, and intellectual curiosity suited for a dynamic, growth-oriented environment. A forward-thinking approach and a mindset geared towards continuous improvement are essential.

Minimum Requirements:

  • A high school diploma or equivalent, along with 2-3 years of related experience
  • A Bachelor's degree is preferred
  • Proficiency in Microsoft Office, including Excel, Word, and O365
  • Experience in customer service within the manufacturing sector is strongly preferred
  • Prior involvement in process improvements, Kaizens, and/or projects is preferred
  • Familiarity with Oracle or another ERP software is preferred
  • Experience with a CRM tool is preferred

Expected Salary: $15 per hour - $25 per hour + Benefits

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 with a significant workforce 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 range of highly engineered power transmission components and subsystems.

The end markets served by Regal Rexnord include factory automation, food & beverage, aerospace, medical, data centers, and more, all benefiting from substantial demand trends.

Equal Employment Opportunity Statement:

Regal Rexnord is an Equal Opportunity and Affirmative Action Employer, committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to various protected statuses.



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