Customer Care Analyst I

3 weeks ago

Hanover, Canada Regal Rexnord Full time

Position Summary:
The Customer Care Analyst 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

An Customer Care Analyst I will resolve issues with limited authority and offer solutions within the Customer Care department guidelines. A CCA I is proficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information. CCA I has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries.
- 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 and continuous improvement
- Collaborates with other teams to drive resolution/shipment on open order reports
- Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures
- Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings
- 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
- Handles customer escalations, autonomously with first contact resolution when possible.
- Work with internal teams with a high sense of accountability and urgency
- Works with internal partners (Credit, Planning, Shipping, etc ) to drive resolution on customer-impacting issues
- Contributes to training initiatives within department & actively involved in providing input in the creation of Training Tools and Job Aids
- Escalation point for newer associates within customer care department
- Handles conflict situations effectively, with a minimum assistance
- Handles complex customer inquiries with expanded product knowledge
- Proactively suggests product substitution/interchanges independently and demonstrates a high level of proficiency in catalog and eCommerce tools navigation
- Support Customer Service Team and Customers with advanced technical skills to troubleshoot issues and provide solutions.
- Provide product interchange as required when customer places an order or is requesting a quote
- Provide ongoing advanced technical support to all internal stakeholders as required.
- Calls are recorded for training and quality purposes

Education, Experience & Skills Required:

- High School diploma required. College degree or equivalent work experience preferred with 0-2 years of relevant experience or an advanced degree
- Post-secondary education in a technical-related field is required; Electro-mechanical technician/technologist preferred
- English is required
- Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute
- Exp. with business tools such as SharePoint, MS Teams, Windows Operating Systems required.
- Intermediate Excel Skills required
- Experience with Oracle &/or SAP (or other ERP systems) required
- CRM platforms such as Salesforce or Microsoft Dynamics Experienced required
- Experience navigating and utilizing corporate websites & eCommerce platforms required
- Demonstrated mechanical or technical aptitude & ability to read drawings desired.
- Team oriented with the ability to influence others
- Consistently demonstrates patience and approachability with other team members
- Consistently demonstrates ability to work in a highly dynamic team and fast-paced environment with continuous challenges
- Consistently demonstrates situational adaptability and resourcefulness
- Excellent communication/interpersonal & organizational skills
- Excellent ability to manage daily workload

About Regal Rexnord

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. R

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