Customer Care Advocate

Position Summary: The Customer Care Advocate serves as the primary contact for requests for orders, quotes, product questions, as well as a myriad of other customer inquiries. This role ensures seamless customer experience through expertise, ownership, accountability, and responsiveness. An Advocate will resolve issues with limited authority and offer solutions within the Customer Care department guidelines. A CCA is proficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information. CCA has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries. Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care Role is an excellent opportunity to join a forward-thinking, dynamic, global Customer Care Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement. Customer Care Advocate II www.regalrexnord.com 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, autonomously with first contact resolution when possible. • 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 • Contributes to training initiatives within department & actively involved in providing input in the creation of Training Tools and Job Aids • Escalation point for newer associates within customer care department • Handles conflict situations effectively, with minimum assistance. • Handles complex customer inquiries with expanded product knowledge • Support Customer Service Team and Customers with advanced technical skills to troubleshoot issues and provide solutions. • Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings Education, Experience & Skills Required: • Polytechnic Diploma in Mechanical Engineering or Equivalent (undergraduate) or B.Sc in Business Administration or Equivalent or B.Com in Marketing or Equivalent • 2 – 3 years of professional Customer Care / Inside Sales experience required • Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute • Exp. with business tools such as SharePoint, MS Teams, Windows Operating Systems required. • Intermediate Excel Skills required • Experience with Oracle &/or SAP (or other ERP systems) required • CRM platforms such as Salesforce or Microsoft Dynamics Experienced required • Experience navigating and utilizing corporate websites & eCommerce platforms required • Consistently demonstrates patience and approachability with other team members • Consistently demonstrates ability to work in a highly dynamic team and fast-paced environment with continuous challenges • Consistently demonstrates situational adaptability and resourcefulness • Excellent communication/interpersonal & organizational skills • Excellent ability to manage daily workload

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