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Customer Service Advocate II
2 months ago
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, product information, and various customer requests. This role is essential in ensuring a smooth customer journey through expertise, accountability, and promptness.
A Customer Care Advocate II is equipped to resolve issues within defined authority limits and provides solutions in accordance with departmental guidelines. This position requires proficiency in MCS eBusiness tools to manage transactions and respond to customer inquiries regarding products or orders. The Advocate II possesses advanced product knowledge and experience with complex processes and systems to address intricate customer questions.
Our goal is to deliver a seamless and effortless customer experience by showcasing product and system expertise, ownership, accountability, collaboration across departments, and responsiveness. The Customer Care Role offers an excellent opportunity to be part of a forward-thinking, dynamic global Customer Care Team dedicated to fostering customer loyalty, minimizing customer effort, and providing solutions throughout the customer journey, ultimately driving growth. Join a team of motivated professionals with a proactive mindset, eagerness to learn, and a commitment to process enhancement.
Key Responsibilities:
- Commitment to 80-20 overserve strategies and ongoing improvement.
- Collaborate with other teams to expedite resolution and shipment of open order reports.
- Manage internal and external customer inquiries regarding quotes and orders, adhering to established standard operating procedures.
- Build strong customer relationships and deliver customer-focused solutions.
- Support corporate initiatives aimed at exceeding customer expectations while ensuring a smooth customer experience.
- Plan and prioritize daily tasks to align with organizational objectives.
- Handle customer escalations independently, aiming for first contact resolution when feasible.
- Work with internal teams with a strong sense of accountability and urgency.
- Engage with internal partners (Credit, Planning, Shipping, etc.) to resolve customer-impacting issues.
- Contribute to training initiatives within the department and provide input for the development of training tools and job aids.
- Serve as an escalation point for newer associates within the customer care department.
- Effectively manage conflict situations with minimal assistance.
- Address complex customer inquiries utilizing expanded product knowledge.
- Proactively recommend product substitutions or interchanges independently and demonstrate proficiency in navigating catalog and eCommerce tools.
- Support the Customer Service Team and customers with advanced technical skills to troubleshoot issues and provide solutions.
- Facilitate product interchange as needed when customers place orders or request quotes.
- Collaborate with the Engineering team to enhance up-selling opportunities and verify complex customer requests, including interpreting CAD drawings.
- Provide ongoing advanced technical support to all internal stakeholders as required.
- Calls are recorded 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.
- Minimum of one year of 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.
- Familiarity 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 dynamic team and fast-paced environment with continuous challenges.
- Demonstrated 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 with a strong commitment to sustainability and innovation. The company provides solutions that power, transmit, and control motion across various industries, including factory automation, aerospace, medical, and more.
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, disability, or protected veteran status.
