Role:    Customer Care Advocate I

Position Summary: 

The Customer Care Advocate I serves as the primary contact for requests for orders, quotes, product questions, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness. CCA1 receives general product, systems, and process training on all general MCS products.

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.

Responsibilities:

• Dedication to 80-20 overserve strategies
• 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.
• With Initial Direction & Supervision, take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Handles standard customer escalations, autonomously with first contact resolution when possible.
• Work with internal teams with a high sense of accountability and urgency
• Work with Distribution Center operations to assure orders are managed and shipped in a timely manner to customer expectations; as well as resolve customer issues regarding order shipment issues such as damaged, late, or incorrect products
• Participant in training initiatives within department
• Calls are recorded for training and quality purposes

Education, Experience & Skills Required:

• High School diploma required. College degree or equivalent work experience preferred
• Two years of professional customer care experience preferred
• Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required.
• Basic to Intermediate Excel Skills preferred
• Experience with Oracle &/or SAP (or other ERP systems)
• Experience with CRM platforms such as Salesforce or Microsoft Dynamics Experienced Preferred.
• Experience navigating and utilizing corporate websites & eCommerce platforms
• Demonstrated mechanical or technical aptitude preferred
• Demonstrated patience and approachability with other team members
• Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges
• Able to show situational adaptability and resourcefulness
• Strong communication/interpersonal & organizational skills
• Strong ability to manage daily workload

Leadership Competency:

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Plans & Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
• Manages Conflict – Handling conflict situations effectively, with a minimum of noise.
• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

About Regal Rexnord