Customer Care Advocate

Regal Rexnord•Columbia City, IN

6d•Hybrid

About The Position

The Customer Service Representative provides technical and professional customer support in a timely manner consistent with established policies, procedures, and company direction. This role is responsible for delivering world-class customer service, establishing and maintaining strong business relationships with customers, and serving as the voice of the customer in production scheduling and internal communications. The position works closely with Logistics, Production, Quality, and Engineering teams to ensure customer needs are understood and supported, and is also responsible for updating and maintaining SAP operating systems.

Requirements

HS Diploma or GED
0-3 years of customer service experience

Nice To Haves

3+ years of customer service experience preferred.
Experience in an OEM, manufacturing environment, and/or production scheduling preferred.
Previous SAP/ERP experience preferred.
Self-starter with accountability and transparency.
Positive role model who leads by example.
Complete basic product training sessions as identified.
Provide personal attention to assigned top accounts.
Build quality customer relationships based on trust, respect, and courtesy in daily communications.
Restrictions imposed by federal export control laws may limit this job opportunity to candidates who are a ‘U.S. Person’, which includes U.S. citizens, U.S. nationals, U.S. permanent residents, individuals granted asylum in the United States, and refugees in the United States, or who otherwise can qualify for a license that permits them to hold the position.

Responsibilities

Complete basic product training sessions as identified.
Provide personal attention to assigned top accounts.
Build quality customer relationships based on trust, respect, and courtesy in daily communications.
Communicate courteously and efficiently with internal and external customers to ensure expectations are accurately understood.
Accurately and efficiently manage discrete purchase order entry for assigned customers.
Obtain customer orders through email, websites, fax, and other approved methods.
Enter orders into SAP.
Verify pricing, terms, delivery, and related order details.
Send order confirmations to customers.
Maintain, track, and report planning schedule changes.
Maintain accuracy of customer demand forecasts and report significant changes.
Maintain quotes and customer surcharges in SAP for assigned customers.
Manage return material authorizations for assigned customers in a timely and accurate manner.
Communicate customer needs to the scheduling team.
Carry out responsibilities within established policies and procedures, while taking initiative in customer problem resolution.
Create win/win opportunities for customers and Warner Electric.
Serve as a liaison for inquiries including special product quotes, policy deviations, competitive/blanket pricing, freight terms, and related matters.
Maintain confidentiality.
Maintain a thorough understanding of the company order processing system.
Identify knowledge or training gaps and consult with team members and/or manager as needed.
Provide backup support for front desk activities, including incoming external calls.
Travel minimally as required for training.
Perform other special projects as assigned.