Customer Care Advocate

Regal Rexnord•Radford, VA

8d•Hybrid

About The Position

Regal Rexnord Corporation (“Regal Rexnord”) is a leading manufacturer of electric motors, electrical motion controls, power generation and mechanical power transmission products and sub-systems, serving customers around the world in the general industrial, consumer, commercial construction, food & beverage, and alternative energy end markets, among others. Regal Rexnord sells its products and solutions to OEMs, through distributors, and directly to end-users. With the announcement of the acquisition of Altra Industrial Motion, a ~$2B global business with 9,000 associates, focused on Power Transmission and Factory Automation products, Regal Rexnord has become a $7.3B company with 36,000 associates globally. You may not know it, but Regal Rexnord impacts your life every day. The company’s products enable the fans in HVAC systems that keep us comfortable; the power source that keeps smart buildings running; the agricultural and food service equipment that keeps us fed; and the conveyer systems that keep e-commerce flowing, to name a few of the applications where our products are used. Regal Rexnord’s business purpose is to create a better tomorrow by energy-efficiently converting power into motion. This means creating innovative solutions while focusing on both customer needs and the company’s commitment to sustainability. The company’s industrial powertrain and automation solutions offerings are an important part of the company's growth strategy. The company’s strategy includes leveraging 80/20 to prioritize all activities, including product excellence, operational excellence and commercial excellence (i) driving organic sales growth through the introduction of innovative new products, with a particular focus on improving energy efficiency, (ii) establishing and maintaining new customers, as well as developing new opportunities with existing customers, (iii) participating in higher growth end markets and geographies, and (iv) identifying and consummating strategic, value creating acquisitions. Scope of role The Linear Motion Division is a major contributor to the Segment, with approximately 1,500 global associates and $400M in revenue. There are 9 main sites located across the United States, Mexico, the Caribbean, & Europe. The Customer Care Advocate will perform a variety of duties including order verification and order entry. This position acts as an essential customer liaison; responsible for promoting and maintaining positive customer relations, responding to customer inquiries regarding order and repair status, as well as price and delivery inquiries. This is a perfect position for individuals that thrive on providing solid solutions to any issues that may arise. Excellent communication skills (both written & verbal) are essential.

Requirements

5 years’ Customer Service-related experience preferred
2-year degree in related field preferred
Experience in Regal Customer Care operations is preferred
Ability to lead by example, setting high standards for effective communication both internally and externally
Basic computer skills including Microsoft Office Products (Excel, Word, Power Point & Outlook)
Previous experience with an ERP system preferred (Oracle & Epicor)
Demonstrated ability to learn quickly with a willingness to obtain functional knowledge and understanding of company products, policies and procedures
Excellent oral & written communication skills
Superior telephone etiquette
Ability to understand and respond to customers in a dynamic, fast-paced environment
Demonstrated ability to work independently and in a team environment to improve the service levels to customers
Strong organizational skills
Ability to work well in stressful situations and to remain calm and positive in adverse situations
Ability to manage multiple tasks with frequent interruptions
Ability to prioritize tasks while meeting deadlines for completion
Dependability

Nice To Haves

5 years’ Customer Service-related experience preferred
2-year degree in related field preferred
Experience in Regal Customer Care operations is preferred
Previous experience with an ERP system preferred (Oracle & Epicor)

Responsibilities

Act as a liaison between Facility and Customer by effectively communicating day-to-day issues impacting customers
Receive incoming calls with the goal of immediate resolution or re-direct call to appropriate associate to support service standards of 95%+ accessibility and first call resolution
Provide quotations on standard products utilizing tools or procedures
Enter orders into ERP system with 24 hours of receipt of order with high accuracy levels
Act as the customer advocate with internal teams
Review and validate customer requests for credits/debits
Promote/train distributors and customers in the use of self-service tools
Issue RMA’s (Return Material Authorizations) interpret and quote repair policies and procedures.Follow up and obtain approvals where needed.
Work with Operations to expedite deliveries as required by customer
Maintain customer records in accordance with Regal Rexnord policy to include orders, credits and other customer facing documents
Promptly address customer issues or complaints with the assistance and/or input of other internal associates