Position: Customer Care Advocate II

Location: Milwaukee, Wisconsin - OR - Florence, Kentucky - OR - Chino, California - HYBRID

Reports To: Manager II, Customer Care

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 II 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 a 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 

Support Customer Service Team and Customers with advanced technical skills to troubleshoot issues and provide solutions.  

Provide product interchange as required when customer places an order or is requesting a quote 

Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings 

Provide ongoing advanced technical support to all internal stakeholders as required.  

Calls are recorded for training and quality purposes  

 

MINIMUM QUALIFICATIONS: 

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 encourage participate in Coaching program 

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 

Compensation:

Salary Range: $31,100-$52,000

The salary range provided is intended to display the value of the company's base pay compensation for all statewide locations across the United States. Salary is dependent on a multitude of factors, including but not limited to the physical worksite location, candidate's skill set, level of experience, education and internal peer compensation comparisons

#LI-HYBRID #LI-AB1

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 $6.5B 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.

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 the 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. We are committed to building a team that represents diverse and inclusive backgrounds, perspectives, and skills. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email Recruiting@RegalRexnord.com.  If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail Recruiting@RegalRexnord.com.

Equal Employment Opportunity Posters

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.