Customer Service

Job Description

This position could be besed in Monterrey, N. L. or Tecate B. C.
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At Rockwell Automation, we connect the imaginations of people with the intelligence of machines to expand what is humanly possible, making the world more intelligent, more connected, and more productive.

We know that expanding human possibility requires connections. We do that every day with our customers as we bring the Connected Enterprise to life, but we don’t stop there. We work to expand human possibilities in our communities — giving back, helping grow the next generation of STEM leaders and building relationships that last.

Our team cares about the work we do. We make an impact on the world because we strive to solve real problems for real people and expand human possibility. From solutions that address a single issue to transforming a company into a Connected Enterprise, every maker and problem solver in our company contributes to something that matters.

As a Customer Care Representative, you are passionate about customer service and resolving issues to deliver a great customer experience every time You are excited about working in a dynamic environment, where no two days are the same, embracing change and thriving on the challenge of delivering the best possible outcomes for customers. You will be responsible for the facilitation of order requests allowing Rockwell Automation to meet the urgent demands of our customers. Additionally, you will be focused on identifying process improvement opportunities and assisting in driving those opportunities to implementation.

**What you will be doing**:

- Primary responsibility will be supporting customer and distributor orders
- Partner with the Business Unit and Project Managers to manage backlog
- Proactively identify possible issues impacting customer delivery dates and work with cross-functional teams to mitigate risk
- Deliver difficult messages and maintain composure and empathy with all parties involved.
- Work with shipping facilities and couriers to track and expedite shipment requests
- Be the customer advocate in the plants and with the rest of our operations organization
- Constantly look for ways to improve the customer experience through process improvement and improved collaboration. Customer centric focus is key to the success in this role.
Identify trends through analysis and escalate to the proper channel.
- Collaborate with Specialists and Business Process Owners to identify and develop best practices.
- Make critical decisions within RA policies balancing customer needs and RA costs
**Who we are looking for**:

- You are customer-focused. You think and act from an outside-in perspective.
- You are willing to speak up, take risks, and try new things to improve the customer experience and strengthen the team
- You are ethical, intelligent, optimistic, and resilient.
- You have excellent interpersonal, analytical and communication skills.
- You are adaptable and can identify the urgency of tasks and can prioritize the various tasks/ demands accordingly.
- You are excited to work in a dynamic, fast paced environment.
- You have the ability to manage multiple priorities
- You are disciplined, committed, and pay close attention to detail
- You have strong computer skills and can quickly navigate multiple business systems to process requests within specified Service Level Agreements
- You are process oriented, detailed, and adaptable to changes in technology.
- You are a strong team player, and provide feedback to (receive feedback from) others in a constructive way
**EXPERIENCE REQUIREMENTS**:
**Minimum Qualifications**:

- Education: Technical Degree in Supply chain or similar discipline or 3+ years industry experience
- Excellent verbal & written communication skills in English and Spanish
- Proficient in Microsoft Windows, Microsoft Excel, SAP
**Desired Qualifications**:

- Bachelor’s Degree
- Experience and proficiency in SAP CRM, Microsoft Power BI, Oracle Cloud

LI-RG01