Customer Care Advocate I, 1st Shift

Regal Rexnord•Twinsburg, OH

3d•Onsite

About The Position

The Customer Care Advocate I will work in a fast-paced Manufacturing environment. This person will be the primary interface between internal and external customers requiring strong communication skills in customer service. This position is responsible for maintaining a high level of customer satisfaction by addressing and administrating commercial issues through the CSR Team that include, but is not limited to: customer inquiries, processing orders, preparing quotes, tracking bids, managing RMA’s and resolving billing issues, in accordance with company policies and procedures. This position is located in our Twinsburg, OH facility.

Requirements

Applicant to be a US Person with a US permanent residence. A US Person is a US Citizen or Green card holder.
High School Diploma or GED Required
Proficient in Microsoft suite skills and basic internet searching
Customer Focused
Self-starter and creative thinking
Excellent verbal and written communication skills
Excellent interpersonal skills
Attention to details and ability to highlight process issues
Ability to prepare reports and correspondence
Ability to communicate effectively with customers and other employees in the organization
Other duties and assignments as needed

Nice To Haves

2+ years of Expeditor/Customer interface within engineered products preferred

Responsibilities

Management of assigned key accounts and/or market segment activity including order, quotation, business development, conflict resolution, order entry, Voice of the Customer, pricing to value, assisting in contract and account program administration, coordinating Production Readiness reviews.
Frequently interacts with customers, addressing and resolving customer inquiries and complaints regarding products, services, billing, etc to maintain customer goodwill.
Actively manage the customer orders across the entire life cycle.
Maintain accurate customer contact base and critical communication files for assigned accounts.
Must handle calls in an efficient and professional manner; provide first call resolution and create loyal and satisfied customers through consistent superior service on each call or point of contact as defined by department and company goals. This includes troubleshooting and production explanation.
Work and interact with multiple intercompany departments – Purchasing, Manufacturing, Shipping, Scheduling and Engineering.
Accepts and processes sales orders timely; this includes verifying orders for accuracy.
Meet/Exceed Customer Satisfaction Goals.
Develop a high level of understanding of the ERP system.
Maintain a high knowledge base on the business’ products and applications.