Customer Care Advocate II
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Job Location:
Chambersburg, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Regal Rexnord is seeking a Customer Care Advocate II within the Industrial Components division to join the TB Woods Customer Care Team. This role manages customer service and oversees the full order life cycle for our priority accounts. They ensure proactive and timely communication especially regarding product availability. They are responsible for all aspects of service related customer satisfaction including order entry of made to order parts on-time delivery coordination of shipments and coordination with internal departments.
Key Outcomes:
- Provide assigned customers with a tailored customer service experience with expert assistance on parts and complete solutions selection responses to technical questions customer-specific part configuration and quote generations including pricing and lead times
- Achieve a one-touch average response time of 3.5 hrs for assigned customers
- Achieve an average response time of 4 hrs for assigned order status cases
- Process credits and returns within 90% of specified service level targets.
- Ensure that a minimum of 90% of all customer service cases are assigned to appropriate customer service team members within 60 minutes of case creation.
Critical Competencies:
- Teamwork: Reaches out to peers and cooperates with leaders to establish an overall collaborative working relationship
- Communication: Speaks and writes clearly and articulately.
- Proactivity: Acts without being told what to do. Brings new ideas to the company.
- Analytical Skills: Able to structure and process qualitative and quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieve penetrating insights
- Adaptable: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information
- Calm Under Pressure: Maintains stable performance when under heavy pressure or stress
- Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
- Listening Skills: Lets others speak and seeks to understand their viewpoints
- Work Ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard
- Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude
Required Skills and Qualifications
- High School Diploma or GED required
- Minimum of 3 years of customer service or account management experience required
- Moderate level of computer skills required
- Moderate level of Microsoft Office skills required
Preferred Skills and Qualifications
- Post High School Education Training or Certifications preferred
- Experience working within CRM and/or ERP systems preferred
Organizational Fit
About Company
Regal Beloit and Rexnord Corporation merged in 2001 to create Regal Rexnord. Find out more about the brands that make up our power transmission portfolio.
