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Customer Experience Specialist
hace 2 meses
The Customer Care Analyst will serve as a key member of our high-energy, results-driven team in a fast-paced environment, acting as the liaison between OEM customers and various departments. This position is responsible for owning the customer experience through timely resolution of customer inquiries, analysis of customer production schedules vs flow of inventory, and collaborations with production, engineering, pricing, sales & logistics departments to meet customer needs.
Key Responsibilities- Interact with customers to address and resolve customer inquiries related to deliveries, expedites and forecasting.
- Deliver on individual KPI's; deploy root cause analysis and countermeasures where necessary.
- Follow standard work for utilizing CRM to consolidate and track customer communications.
- Provide updates to Customer Care Manager regarding activities necessary to meet business sales goals.
- Collaborate cross-functionally to meet customer needs.
- Actively participate in process improvement events or Kaizens.
- Adhere to department procedures, policies and standards.
- Support 80/20 initiatives.
- Anticipate and resolve customer issues.
- Monitor various dashboards to proactively correct orders with issues to prevent delays in shipments.
- Prepare for and participate in regular meetings with manufacturing and key customers.
- Attend internal trainings focused on products & processes necessary to maintain and enhance knowledge.
- Maintain conduct in accordance with Regal Rexnord's vision, mission, values, initiatives and company policies.
- Bachelor's degree or equivalent related experience.
- 1-3 years industry experience.
- Ability to continuously prioritize tasks, strong time management skills & attention to detail.
- Customer support experience or experience as a customer service representative.
- Excellent written and verbal communication skills.
- Recognized by peers as ambitious, energetic & highly motivated.
- Proficient with the Microsoft Suite (Excel, PowerPoint, SharePoint, PowerBi, Teams).
- Exposure to Oracle ERP (or similar enterprise resource planning tool) & a CRM platform.
5% travel to Regal Rexnord and customer locations in North America.
LanguageFluent in both Spanish and English.
