Position: Customer Care Advocate

Reports To: Manager I Customer Care

Location: Radford Virginia

Remote Type: Hybrid - 3 days in office / 2 days remote

The Customer Care Advocate I (CCAI) serves customers by professionally providing accurate and timely product and service information. The CCAI serves as a liaison between customers and company assists with complaints entering sales orders provides order and shipping status responds to account inquiries troubleshooting activity etc. The CCAI provides timely and accurate external communication to appropriate customer contacts and drives internal standard work processes and cross functioning collaboration to alleviate escalation.

Essential Duties and Responsibilities

• Book orders in ERP system

• Provide formal quotations on standard and non-standard products utilizing tools or procedures

• Receive incoming calls with the goal of immediate resolution

• Ability to multitask and manage various types of communication i.e. phone email or web-based CRM system (Salesforce)

• Review and validate customer requests for credits/debits

• Maintain customer records in accordance with Kollmorgen policy to include orders phone logs credits and other customer facing documents

• Collaborate closely with Sales Engineers Application/System Engineers Operations Aftermarket Finance and Purchasing

• Embrace Customer First Culture: be Proactive Empowered Committed and Problem Solver

  • Provide a world-class customer experience

  • Building of customer relationships

  • Proactively increase customer satisfaction and loyalty through ensuring interactions meet customer needs

  • Analyze customer data requests to optimize the customer experience (VOC) while collaborating and effectively communicating with cross-functional teams

  • Service assigned accounts as a personal representative to specific customers as assigned by management

Critical Competencies

• Interpersonal Communication Skills: Excellent written and verbal communication skills approachability and accountable for their own work. Creates an environment where teams collaborate across boundaries and ensures that clarity flows throughout the organization

• Problem Solving: Identifies and anticipates problems before they arise and drives for resolution by researching to identify root cause and implement countermeasure solutions (PSP)

• Teamwork: Team first mentality ability and willingness to train and coach per business needs

• Technical:

  • Advanced computer skills including Microsoft Office Products (Excel Word Power Point & Outlook) ability to master ERP system and train others within role

  • Computer navigation and preferred typing at 30 Word Per Minute (WPM)

• Others:

  • Ability to work through stressful situations while remaining calm and positive in adverse situations

  • Ability to manage multiple tasks with frequent interruptions

  • Ability to deliver satisfactory solutions to the customer while operating within policies and procedures

  • Ability to recognize process improvement opportunities and drive to implementation.

  • Ability to follow standard work as assigned while also identifying any gaps that may be present

Education and Experience Requirements

Minimum Education:High School Diploma or equivalent

Preferred Education:Associate degree or equivalent combination of education and experience

Experience:

• Minimum of2 years of customer service experiencepreferred

• Experience withOracle or similar ERP systemsis a plus

• Experience with Salesforce or similar CRM System is a plus

Not Offering Sponsorship:

Candidates must be eligible to work in the United States without requiring company sponsorship to obtain or keep U.S. work authorization.

Restrictions imposed by federal export control laws may limit this job opportunity to candidates who are a U.S. Person which includes U.S. citizens U.S. nationals U.S. permanent residents individuatls granted asylum in the United States and refugees inteh United States or who otherwise can qualify for a license that permits them to hold the position.

#LI-HYBRID #LI-AB-1

Benefits

• Medical Dental Vision and Prescription Drug Coverage
• Spending accounts (HSA Health Care FSA and Dependent Care FSA)
• Paid Time Off and Holidays
• 401k Retirement Plan with Matching Employer Contributions
• Life and Accidental Death & Dismemberment (AD&D) Insurance
• Paid Leaves
• Tuition Assistance

About Regal Rexnord

Regal Rexnord is a publicly held global industrial manufacturer with 30000 associates around the world who help create a better tomorrow by providing sustainable solutions that power transmit and control motion. The Companys 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 Companys 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 Companys 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 .

Equal Employment Opportunity Statement

Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex/gender sexual orientation gender identity pregnancy age ancestry national origin genetic information marital status citizenship status (unless required by the applicable law or government contract) disability or protected veteran status or any other status or characteristic protected by law. Regal Rexnord is committed to a diverse and inclusive workforce. We are committed to building a team that represents diverse and inclusive backgrounds perspectives and skills. If youd like to view a copy of the companys affirmative action plan for protected veterans/individuals with disabilities or policy statement please email you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application please e-mail

Equal Employment Opportunity Posters


Notification to Agencies: Please note that Regal Rexnord Corporation and its affiliates and subsidiaries (Regal Rexnord) do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition Regal Rexnord will not consider or approve payment to any third-parties for hires made.