Customer Care Advocate I
6 months ago
SCOPE OF ROLE:
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 purposesEducation, Experience & Skills Required:
- High School diploma required. Universitydegree or equivalent work experience preferred-
- Two years of professional customer care experience preferred (CCAI)-
- 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 workloadAbout 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.
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