Customer Care Advocate II

Regal Rexnord•Grafton, WI

3d•Onsite

About The Position

Role will be in Grafton, WI office to start, but will move to the downtown Milwaukee office early 2026. Scope of role This role is key in meeting the needs of our OEM and distribution customers by handling routine and overflow calls and inquiries from customers and field sales representatives. This position is responsible for p rocessing orders, advising on pricing, delivery, lead-time, terms and conditions guidelines and policies, credit/debits, etc. Key Responsibilities Perform basic daily account management tasks: Respond to email and phone inquiries Process customer orders Process customer claims Complete daily reports Research and process customer credits and debits Assisting in writing department SOPs and work instructions and coaching other CSR’s on SOP and work instruction creation Triage and process customer orders Utilize CRM, Oracle, OTIS , DDM, Excel, Word, PPT, and O365 to address customer requests Provide customer documents (i.e., policies, forms, engineering drawings, wiring diagrams, etc.) Identify and take action on continuous improvement opportunities Actively participate in daily Gemba calls. Take ownership over individual and contributions to team metrics, conduct root cause analysis, and implement solutions Participate in user testing to improve department processes Assist in special projects and Kaizen events Help train , job shadow , and mentor new hires PROFESSIONAL EXPERIENCE/QUALIFICATIONS The successful candidate will have relevant customer service experience and have proven experience in developing collaborative relationships across all levels and functions . This individual must have the passion, energy , adaptability and intellectual curiosity necessary for a fast-paced, growth-driven environment . Be able to employ forward thinking and a continuous improvement mindset.

Requirements

Requires a high school diploma or equivalent and 2 -3 years of related experience.
Experienced Microsoft Office; Excel, Word, O365.
Customer service experience within manufacturing strongly preferred
Candidates must be eligible to work in the United States without requiring company sponsorship to obtain or keep U.S. work authorization.

Nice To Haves

Bachelor's degree preferred.
Previous experience with process improvements, Kaizens and /or projects preferred
Preferred experience with Oracle or another ERP software.
Preferred experience with Microsoft Dynamics 365 or another CRM tool.

Responsibilities

Respond to email and phone inquiries
Process customer orders
Process customer claims
Complete daily reports
Research and process customer credits and debits
Assisting in writing department SOPs and work instructions and coaching other CSR’s on SOP and work instruction creation
Triage and process customer orders
Utilize CRM, Oracle, OTIS , DDM, Excel, Word, PPT, and O365 to address customer requests
Provide customer documents (i.e., policies, forms, engineering drawings, wiring diagrams, etc.)
Identify and take action on continuous improvement opportunities
Actively participate in daily Gemba calls.
Take ownership over individual and contributions to team metrics, conduct root cause analysis, and implement solutions
Participate in user testing to improve department processes
Assist in special projects and Kaizen events
Help train , job shadow , and mentor new hires