Customer Care Advocate

Rockwell Automation • Mayfield Heights, OH

3d • Hybrid

About The Position

As a Customer Care Advocate, you are passionate about customer service and resolving issues to deliver a great customer experience every time! You are excited about working in an environment, where no two days are the same, embracing change and thriving on the challenge of delivering the best possible outcomes for customers. You will manage the facilitation of contract requests and software orders, allowing Rockwell Automation to meet the urgent demands of our global customers. Additionally, you will be focused on identifying process improvement opportunities and helping bring those opportunities to implementation. You will report to the Supervisor CC Software Portal and have a hybrid schedule working in Mayfield Heights, Ohio.

Requirements

• High school diploma or GED
• Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Nice To Haves

• Bachelor's degree in science, Commerce, Business Administration, or equivalent.
• 4–5 years of proven experience in business operations, with hands-on expertise in Order Management, Fulfilment, and SaaS operations.
• Ethical standards; thoughtful, optimistic, and energised by challenges in a work environment.
• Assess the severity of support requests and escalating based on urgency.
• Can navigate multiple business systems to process requests within defined service level agreements.
• Systematic thinker
• Experience assessing the severity of customer issues to resolve unexpected customer scenarios and document issues in detail.
• Continuous improvement mindset focused on operational efficiency and process enhancement.
• Experienced in creating detailed work instructions, process documentation, and workflows.
• Exposure to audits, service contracts, and global work styles, including remote engagement with customers and distributors.
• Proficient in MS Office, Oracle Cloud, and other enterprise tools such as Salesforce, Hybris, SAP, and Outlook.
• Quick to adapt and grow in fast-changing tech environments.

Responsibilities

• Resolve customer issues with a positive, solution-oriented approach, prioritising customer needs.
• Demonstrate prior experience in Order Management, Fulfilment, and SaaS (Software as a Service) operations.
• Identify customer requirements and respond with urgency and empathy.
• Apply Experience assessing the severity of customer issues to assess and resolve unexpected scenarios raised by customers.
• Demonstrate a process improvement mindset by identifying inefficiencies and contributing to enhancements in workflows and service delivery.
• Collaborate with our teams to explore and implement alternative solutions that exceed customer expectations.
• Contribute to root cause analysis for deviations reported by customers or distributors related to software orders.
• Be a subject matter expert on business systems supporting software subscription order processing.
• Analyse data to identify trends and escalate issues to appropriate channels for resolution.
• Partner with Specialists and Business Process Owners to define and promote best practices.
• Coordinate with multiple teams (Commercial, Technical Support, and Billing) to ensure seamless service delivery for software orders.
• Maintain confidentiality of sensitive technical, financial, and commercial information.
• Apply job-specific skills and follow company policies to complete assigned tasks.
• Extract and publish reports following established schedules and our requirements.
• Use official tools such as Salesforce, Hybris, SAP, Oracle, and Outlook for regular communication with peers, customers, and our teams.
• Exhibit proficiency in MS Office applications.
• Document processes and workflows to support operational efficiency and knowledge sharing.

Benefits

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED