Role: Customer Care Advocate I
Position Summary:
The Customer Care Advocate I 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. CCA1 receives general product, systems, and process training on all general MCS products.
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.
Responsibilities:
Dedication to 80-20 overserve strategies
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.
With Initial Direction & Supervision, take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
Handles standard customer escalations, autonomously with first contact resolution when possible.
Work with internal teams with a high sense of accountability and urgency
Work with Distribution Center operations to assure orders are managed and shipped in a timely manner to customer expectations; as well as resolve customer issues regarding order shipment issues such as damaged, late, or incorrect products
Participant in training initiatives within department
Calls are recorded for training and quality purposes
Education, Experience & Skills Required:
High School diploma required. College degree or equivalent work experience preferred
Two years of professional customer care experience preferred
Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute
Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required.
Basic to Intermediate Excel Skills preferred
Experience with Oracle &/or SAP (or other ERP systems)
Experience with CRM platforms such as Salesforce or Microsoft Dynamics Experienced Preferred.
Experience navigating and utilizing corporate websites & eCommerce platforms
Demonstrated mechanical or technical aptitude preferred
Demonstrated patience and approachability with other team members
Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges
Able to show situational adaptability and resourcefulness
Strong communication/interpersonal & organizational skills
Strong 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.
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.