Customer Care Advocate II

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

At Regal Rexnord, our associates live our values. Please review our Regal Rexnord Values on our website at https://www.regalrexnord.com/about-regal-rexnord/our-company/regal-values

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 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company’s 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 Company’s 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 Company’s 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 RegalRexnord.com.

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 you’d like to view a copy of the company’s affirmative action plan for protected veterans/individuals with disabilities or policy statement, please email Recruiting@RegalRexnord.com. 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 Recruiting@RegalRexnord.com.

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.