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Customer Care Advocate
2 weeks ago
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 IPS 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 enquiries 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 - Order status update - expediting the order by working closely with production & purchasing team - Participant in training initiatives within department - Issuing FOC order, Credit note & tickets (creating or changing account) etc. Education, Experience & Skills Required: - Educated to GCSE standard or equivalent - Grade 4+ (A-C) in Maths and English, College degree or equivalent work experience preferred - Previous professional customer care experience within a manufacturing sales environment preferred - Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required. - Basic to Intermediate Excel Skills preferred - Experience with SAP - Experience with CRM platforms such as Salesforce - 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 - 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.
