Customer Care Advocate

Customer Care Advocate

Reports To: Supervisor, Customer Care

Location: Milwaukee, Wisconsin (HQ) - OR - Florence, Kentucky

Remote Type: Hybrid (3 days in office / 2 days remote)

Scope Of Role

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 Customer Care Advocate will resolve issues with limited authority and offer solutions within the Customer Care department guidelines and adherence to SOP's.

Major Responsibilities

1. Dedication to 80-20 overserve strategies and continuous improvement
2. Collaborates with other teams to drive resolution/shipment on open order reports
3. Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures
4. Responsible for building strong customer relationships and delivering customer-centric solutions
5. Support corporate initiatives designed to overserve our customers while providing an effortless customer experience
6. Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals
7. Handles customer escalations with first contact resolution when possible, if not, escalating when necessary
8. Work with internal teams with a high sense of accountability and urgency
9. Works with internal partners (Credit, Planning, Shipping, etc ) to drive resolution on customer-impacting issues
10. Handles conflict situations effectively, with minimum assistance
11. Handles customer inquiries with product knowledge
12. Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings
13. Calls are recorded for training and quality purposes
14. Further tasks outlined on RACI &/or assigned by leadership

Minimum Qualification

• High School diploma required
• Bachelors degree preferred
• 2-3 years of professional Customer Care experience or equivalent work experience is required
• Experience with business tools such as, SharePoint, MS Teams, Windows Operating Systems required
• 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

Preferred Qualifications

• Experience with Oracle &/or SAP (or other ERP systems) preferred
• Experience with Salesforce (or other CRM systems) preferred
• Experience navigating and utilizing corporate websites & eCommerce platforms preferred
• Mechanical or technical aptitude & ability to read drawings desired

Not Offering Sponsorship: Candidates must be eligible to work in the United States without requiring company sponsorship to obtain or keep U.S. work authorization.

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

About Regal Rexnord

Regal Rexnord is a publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company's electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company's automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.

The Company's end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com.

Equal Employment Opportunity Statement

Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, pregnancy, age, ancestry, national origin, genetic information, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Regal Rexnord is committed to a diverse and inclusive workforce. We are committed to building a team that represents diverse and inclusive backgrounds, perspectives, and skills.

If you'd like to view a copy of the company's affirmative action plan for protected veterans/individuals with disabilities or policy statement, please email View email address on click.appcast.io. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail View email address on click.appcast.io.

Equal Employment Opportunity Posters