Customer Care Advocate

• Work Model: You’ll work in a hybrid model, onsite at your designated Regal Rexnord location, with flexibility to work remotely.
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Position Summary:

The Customer Care Advocate 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

An Advocate will resolve issues with limited authority and offer solutions within the Customer Care department guidelines. A CCA is proficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information. CCA has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries.

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.

Major Responsibilities:

Dedication to 80-20 overserve strategies and continuous improvement

Collaborates with other teams to drive resolution/shipment on open order reports

Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures

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

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 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

Required Education / Experience / Skills:

4-year College Degree

Three years of professional Customer Care experience required

Minimum of 1-year experience within the Regal Rexnord Customer Care Team or Comparable business experience

Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute

Exp. with business tools such as SharePoint, MS Teams, Windows Operating Systems required.

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

Leadership Competency:

Customer Focus – Building strong customer relationships and delivering customer-centric solutions.

Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Plans & Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.

Manages Conflict – Handling conflict situations effectively, with a minimum of noise.

Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Travel: Not Required

Language: English

#LI_Hybrid

About Regal Rexnord

Regal Rexnord is a 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.

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.