Customer Care Advocate II

Regal Rexnord•Chambersburg, PA

About The Position

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

Requirements

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
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

Nice To Haves

Post High School Education, Training, or Certifications preferred
Experience working within CRM and/or ERP systems preferred

Responsibilities

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