Customer Care Advocate

hace 2 días

Ciudad Apodaca, Nuevo León, México Regal Rexnord A tiempo completo

Scope of Role:
The
Customer Care Advocate
serves as the primary contact for requests for orders, quotes, product questions, as well as other customer inquiries. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness. The Customer Care Advocate will resolve issues with limited authority and offer solutions within the Customer Care department guidelines and adherence to SOP's.

Major 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
  • 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 with first contact resolution when possible, if not, escalating when necessary
  • 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
  • Handles conflict situations effectively, with minimum assistance
  • Handles customer inquiries with product knowledge
  • Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings
  • Calls are recorded for training and quality purposes
  • Further tasks outlined on RACI &/or assigned by leadership

Minimum Qualification:

  • High School diploma required

  • Bachelors degree preferred

  • 2-3 years of professional Customer Care experience or equivalent work experience is required

  • Experience with business tools such as Salesforce, SharePoint, MS Teams, Windows Operating Systems required
  • Experience with Oracle &/or SAP (or other ERP systems) required
  • Experience navigating and utilizing corporate websites & eCommerce platforms required
  • Mechanical or technical aptitude & ability to read drawings desired
  • Team oriented with the ability to influence others
  • Ability to work in a highly dynamic team & fast-paced environment
  • Consistently demonstrates situational adaptability and resourcefulness
  • Excellent communication/interpersonal & organizational skills
  • Excellent ability to manage daily workload

About Regal Rexnord
Regal Rexnord is a publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company's electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company's automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.

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.

Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit

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