The Customer Care Advocate 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. CCA1 receives general product systems and process training on all general IPS products.

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
• Handles internal & external customer enquiries 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.
• With initial direction & supervision take on new opportunities and tough challenges with a sense of urgency high energy and enthusiasm
• Handles standard customer escalations autonomously with first contact resolution when possible.
• Work with internal teams with a high sense of accountability and urgency
• Work with Distribution Center operations to assure orders are managed and shipped in a timely manner to customer expectations; as well as resolve customer issues regarding order shipment issues such as damaged late or incorrect products
• Order status update expediting the order by working closely with production & purchasing team
• Participant in training initiatives within department
• First contact of completing supplier portal or Supplier application form request by the customers
• Issuing FOC order Credit note & tickets (creating or changing account) etc.

Education Experience & Skills Required:

• Educated to GCSE standard or equivalent - Grade 4 (A-C) in Maths and English College degree or equivalent work experience preferred
• Previous professional customer care experience within a manufacturing sales environment preferred
• Experience with business tools such as SharePoint MS Teams Windows Operating Systems required.
• Basic to Intermediate Excel Skills preferred
• Experience with SAP
• Experience with CRM platforms such as Salesforce
• Experience navigating and utilizing corporate websites & eCommerce platforms
• Demonstrated mechanical or technical aptitude preferred
• Demonstrated patience and approachability with other team members
• Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges
• Able to show situational adaptability and resourcefulness
• Strong communication/interpersonal & organizational skills
• Strong ability to manage daily workload

Leadership Competency:

• Customer Focus Building strong customer relationships and delivering customer-centric solutions.
• Action Oriented Taking on new opportunities and tough challenges with a sense of urgency high energy and enthusiasm.
• Plans & Aligns Planning and prioritizing work to meet commitments aligned with organizational goals.
• Manages Conflict Handling conflict situations effectively with a minimum of noise.
• Communicates Effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

About Regal Rexnord