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Customer Care Advocate I or II
| Estimated Pay | $28 per hour |
|---|---|
| Hours | Full-time, Part-time |
| Location | Chino, California |
Compare Pay
Estimated Pay$16.5
$27.65
$52.74
About this job
Position: Customer Care Advocate I or II
Location(s) Available: Milwuakee, Wisconsin; South Beloit, Illinois; Florence, Kentucky; Chio, California
Position Summary:
The Customer Care Advocate (CCA I and II) 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.
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.
Customer Care Advocate I
This role receives general product, systems, and process training on all general MCS products.
Customer Care Advocate II
This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness.
An Advocate II will resolve issues with limited authority and offer solutions within the Customer Care department guidelines. A CCA II is proficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information. CCA II has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries.
Responsibilities:
Dedication to 80-20 overserve strategies
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.
Work with internal teams with a high sense of accountability and urgency
Participant in training initiatives within department
Calls are recorded for training and quality purposes
CCAI
Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures.
With Initial Direction & Supervision, take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
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
CCAII
Collaborates with other teams to drive resolution/shipment on open order reports
Handles customer escalations, autonomously with first contact resolution when possible.
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
Contributes to training initiatives within department & actively involved in providing input in the creation of Training Tools and Job Aids
Escalation point for newer associates within customer care department
Handles conflict situations effectively, with a minimum assistance
Handles complex customer inquiries with expanded product knowledge
Proactively suggests product substitution/interchanges independently and demonstrates a high level of proficiency in catalog and eCommerce tools navigation
Support Customer Service Team and Customers with advanced technical skills to troubleshoot issues and provide solutions.
Provide product interchange as required when customer places an order or is requesting a quote
Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings
Provide ongoing advanced technical support to all internal stakeholders as required.
Education, Experience & Skills Required:
High School diploma required. College degree or equivalent work experience preferred
Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute
Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required
CCA I
Two years of professional customer care experience preferred
Basic to Intermediate Excel Skills preferred
Experience with Oracle &/or SAP (or other ERP systems) preferred
Experience with CRM platforms such as Salesforce or Microsoft Dynamics Experienced Preferred
Experience navigating and utilizing corporate websites & eCommerce platforms
Demonstrated mechanical or technical aptitude preferred
Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges
Demonstrated patience and approachability with other team members
Able to show situational adaptability and resourcefulness
Strong communication/interpersonal & organizational skills
Strong ability to manage daily workload
CCAII
Three years of professional Customer Care experience required
Post-secondary education in a technical-related field is preferred; Electro-mechanical technician/technologist preferred
Minimum of 1-year experience within the Regal Rexnord Customer Care Team or Comparable business experience preferred
Customer Care Advocate II are highly encourage participate in Coaching program
Intermediate Excel Skills required
Experience with Oracle &/or SAP (or other ERP systems) required
CRM platforms such as Salesforce or Microsoft Dynamics Experienced required
Experience navigating and utilizing corporate websites & eCommerce platforms required
Demonstrated mechanical or technical aptitude & ability to read drawings desired.
Team oriented with the ability to influence others
Consistently demonstrates patience and approachability with other team members
Consistently demonstrates ability to work in a highly dynamic team and fast-paced environment with continuous challenges
Consistently demonstrates situational adaptability and resourcefulness
Excellent communication/interpersonal & organizational skills
Excellent ability to manage daily workload
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
Regal Rexnord Corporation ("Regal Rexnord") is a leading manufacturer of electric motors, electrical motion controls, power generation and mechanical power transmission products and sub-systems, serving customers around the world in the general industrial, consumer, commercial construction, food & beverage, and alternative energy end markets, among others. Regal Rexnord sells its products and solutions to OEMs, through distributors, and directly to end-users. Regal Rexnord is a $7.2B company with 36,000 associates globally.
You may not know it, but Regal Rexnord impacts your life every day. The company's products enable the fans in HVAC systems that keep us comfortable; the power source that keeps smart buildings running; the agricultural and food service equipment that keeps us fed; and the conveyer systems that keep e-commerce flowing, to name a few of the applications where our products are used.
Regal Rexnord's business purpose is to create a better tomorrow by energy-efficiently converting power into motion. This means creating innovative solutions while focusing on both customer needs and the company's commitment to sustainability. The company's industrial powertrain and automation solutions offerings are an important part of the company's growth strategy. The company's strategy includes leveraging 80/20 to prioritize all activities, including product excellence, operational excellence and commercial excellence (i) driving organic sales growth through the introduction of innovative new products, with a particular focus on improving energy efficiency, (ii) establishing and maintaining new customers, as well as developing new opportunities with existing customers, (iii) participating in higher growth end markets and geographies, and (iv) identifying and consummating strategic, value creating acquisitions.
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, age, ancestry, national origin, 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 you'd like to view a copy of the company's affirmative action plan or policy statement, please email . If 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 .
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.
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