Customer Care Advocate I

Regal Rexnord•Chambersburg, PA

About The Position

Regal Rexnord is seeking a Customer Care Advocate I within the Industrial Components division to join the TB Woods Customer Care Team. The Customer Care Advocate I is the department’s primary resource for data entry responsibilities. This position enters transactions into the ERP system for customer orders, certificates of origin, returns, and credits. They also triage customer cases and assign them to the appropriate customer service team member for resolution. Key Outcomes: Enter orders with accuracy to achieve 90% or better service level targets based on set service level parameters Process credits and returns within 90% of specified service level targets. Ensure that a minimum of 90% of all customer service cases are assigned to appropriate customer service team members within 60 minutes of case creation. Ensure that 100% of customers are sent order acknowledgements and order details upon order entry. Critical Competencies: Teamwork: Reaches out to peers and cooperates with leaders to establish an overall collaborative working relationship Communication: Speaks and writes clearly and articulately. Adaptable: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information Calm Under Pressure: Maintains stable performance when under heavy pressure or stress Persistence: Demonstrates tenacity and willingness to go the distance to get something done. Listening Skills: Lets others speak and seeks to understand their viewpoints Work Ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude

Requirements

High School Diploma or GED required
Moderate level of computer skills required
Moderate level of Microsoft Office skills required

Nice To Haves

Post High School Education, Training, or Certifications preferred
Minimum of 1 year of Customer Service experience preferred
Experience working within CRM and/or ERP systems preferred

Responsibilities

Enter orders with accuracy to achieve 90% or better service level targets based on set service level parameters
Process credits and returns within 90% of specified service level targets.
Ensure that a minimum of 90% of all customer service cases are assigned to appropriate customer service team members within 60 minutes of case creation.
Ensure that 100% of customers are sent order acknowledgements and order details upon order entry.