Client Care Representative II
2 weeks 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, pricing, product information, and various customer requests. This role is essential in ensuring a smooth customer journey through expertise, accountability, and prompt responses.
A CCA II possesses advanced product knowledge and is experienced in intricate processes and systems to tackle more complex customer inquiries.
Our mission is to deliver a seamless and effortless customer experience by showcasing product and system expertise, accountability, collaboration across departments, and responsiveness.
The Customer Care Role presents an excellent opportunity to join 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.
Become part of a team of highly motivated professionals who embody a positive attitude, a desire 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/shipment on outstanding 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 seamless customer experience
Plan and prioritize daily tasks to align with organizational objectives
Address customer escalations independently, aiming for first contact resolution when feasible.
Engage with internal teams with a strong sense of accountability and urgency
Work alongside internal partners (Credit, Planning, Shipping, etc.) to resolve customer-impacting issues
Contribute to training initiatives within the department and actively participate in 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
Handle complex customer inquiries with enhanced product knowledge
Proactively recommend product substitutions/interchanges independently and demonstrate a high level of proficiency in catalog and eCommerce tools navigation
Assist the Customer Service Team and Customers with advanced technical skills to troubleshoot issues and provide solutions.
Facilitate product interchange as necessary when customers place orders or request quotes
Collaborate with the Engineering team to enhance up-selling opportunities and verify complex customer requests, including the ability to interpret CAD drawings
Provide ongoing advanced technical support to all internal stakeholders as needed.
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 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
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
Exhibits situational adaptability and resourcefulness
Excellent communication, interpersonal, and organizational skills
Proficient in managing daily workload
Benefits include 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 commitment to creating sustainable solutions that power, transmit, and control motion.
The Company's automation offerings include controllers, drives, precision motors, and actuators, controlling motion in applications ranging from factory automation to precision tools used in surgical applications.
The Company's end markets benefit from significant secular demand tailwinds, including 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 operates through three 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 our website.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 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, aiming to build a team that represents diverse backgrounds, perspectives, and skills.-
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