Customer Care Advocate I

3 weeks ago

Scarborough, Canada Regal Rexnord Full time

Regal Rexnord Corporation (“Regal Rexnord”) is a leading manufacturer of electric motors, electrical motion controls, power generation and mechanical power transmission products and sub-systems, serving customers around the world in the general industrial, consumer, commercial construction, food & beverage, and alternative energy end markets, among others. Regal Rexnord sells its products and solutions to OEMs, through distributors, and directly to end-users. With the announcement of the acquisition of Altra Industrial Motion, a ~$2B global business with 9,000 associates, focused on Power Transmission and Factory Automation products, Regal Rexnord will become a $7.3B company with 36,000 associates globally.

Regal Rexnord’s business purpose is to create a better tomorrow by energy-efficiently converting power into motion. This means creating innovative solutions while focusing on both customer needs and the company’s commitment to sustainability. The company’s industrial powertrain and automation solutions offerings are an important part of the company's growth strategy. The company’s strategy includes leveraging 80/20 to prioritize all activities, including product excellence, operational excellence and commercial excellence (i) driving organic sales growth through the introduction of innovative new products, with a particular focus on improving energy efficiency, (ii) establishing and maintaining new customers, as well as developing new opportunities with existing customers, (iii) participating in higher growth end markets and geographies, and (iv) identifying and consummating strategic, value creating acquisitions.

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

Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants

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