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…