Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

POSITION SUMMARY:

At Rockwell Automation, we connect the imaginations of people with the intelligence of machines to expand what is humanly possible, making the world more intelligent, more connected, and more productive.

We know that expanding human possibility requires connections. We do that every day with our customers as we bring the Connected Enterprise to life, but we don't stop there. We work to expand human possibilities in our communities — giving back, helping grow the next generation of STEM leaders and building relationships that last.

Our team cares about the work we do. We make an impact on the world because we strive to solve real problems for real people and expand human possibility. From solutions that address a single issue to transforming a company into a Connected Enterprise, every maker and problem solver in our company contributes to something that matters.

As a Customer Care Representative, you are passionate about customer service and resolving issues to deliver a great customer experience every time! You will be responsible for the facilitation of order requests allowing Rockwell Automation to meet the urgent demands of our customers. Additionally, you will be focused on identifying process improvement opportunities and assisting in driving those opportunities to implementation.

This position is located in Monterrey Manufacturing Center reporting to a Customer Care Supervisor.

What you will be doing:

• Primary responsibility will be supporting customer and distributor orders
• Partner with the Business Unit and Project Managers to manage backlog
• Proactively identify possible issues impacting customer delivery dates and work with cross-functional teams to mitigate risk
• Deliver difficult messages and and empathy with all parties involved.
• Work with shipping facilities and couriers to track and expedite shipment requests
• Be the customer advocate in the plants and with the rest of our operations organization
• Constantly look for ways to improve the customer experience through process improvement and improved collaboration. Customer is key to the success in this role.
• Act as a subject matter expert on business systems used to process and support orders.
• Identify trends through analysis and escalate to the proper channel.
• Collaborate with Specialists and Business Process Owners to identify and develop best practices.
• Make critical decisions within RA policies balancing customer needs and RA costs

Who we are looking for:

• You are customer-focused. You think and act from an outside-in perspective.
• You are willing to speak up, take risks, and try new things to improve the customer experience and strengthen the team
• You are ethical, thoughtful & optimistic.
• Experience building relationships with main partners for each assigned customer.
• Experience handling support requests from a variety of different channels
• Experience providing detailed troubleshooting and resolutions to users
• You have strong computer skills and can quickly navigate multiple business systems to process requests within specified Service Level Agreements
• You are a strong team player, and provide feedback to (receive feedback from) others in a constructive way

EXPERIENCE REQUIREMENTS:

Minimum Qualifications:

• Education: Technical Degree in Supply chain or similar discipline or 3+ years industry experience
• Experience assisting customers through chat and email support in English and Spanish
• Proficient in Microsoft Windows, Microsoft excel (can maintain complex spreadsheets), SAP

Desired Qualifications:

• Bachelor's Degree
• Experience in SAP CRM, Microsoft Power BI, Oracle Cloud

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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.