Customer Care Advocate

Regal Rexnord • Milwaukee, WI

2d

About The Position

The Customer Care Advocate serves as the primary contact for requests for orders , quotes, product questions, as well as other customer inquiries. This role ensures a seamless customer experience through expertise , ownership, accountability, and responsiveness . The C ustomer Care Advocate will resolve issues with limited authority and offer solutions within the Customer Care dep artment guidelines and adherence to SOP’s .

Requirements

• High School diploma
• 2-3 years of professional Customer Care experience or equivalent work experience
• Experience with business tools such as Salesforce, SharePoint, MS Teams, Windows Operating Systems
• Experience with Oracle &/or SAP (or other ERP systems)
• Experience navigating and utilizing corporate websites & eCommerce platforms

Nice To Haves

• Bachelors degree preferred
• Me chanical or technical aptitude & a bility to read drawings
• Team oriented with the ability to influence others
• Ability to work in a highly dynamic team & fast-paced environment
• Consistently demonstrates situational adaptability and resourcefulness
• Excellent communication/interpersonal & organizational skills
• Excellent ability to manage daily workload

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 with first contact resolution when possible , if not, escalating when necessary
• 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
• Hand les conflict situations effectively, with minimum assistance
• Handles customer inquiries with product knowledge
• Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings
• Calls are recorded for training and quality purposes
• Further tasks outlined on RACI &/or assigned by leadership

Benefits

• Medical, Dental, Vision and Prescription Drug Coverage
• Spending accounts (HSA, Health Care FSA and Dependent Care FSA)
• Paid Time Off and Holidays
• 401k Retirement Plan with Matching Employer Contributions
• Life and Accidental Death & Dismemberment (AD&D) Insurance
• Paid Leaves
• Tuition Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees