at Rexnord Industries LLC in South Beloit, Illinois, United States
Job Description
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 teamswith 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 demonstratesa 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... For full info follow application link.
Equal Employment Opportunity Employer: Female/Sexual Orientation/Gender Identity/Minority/Veteran/Disabled
