Customer Care Advocate

Regal Rexnord; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

A global industrial manufacturer is seeking a Customer Care Advocate based in Hyderabad to serve as the primary contact for customer inquiries, orders, and product questions. The role requires 2-3 years of experience in customer care or inside sales, strong technical troubleshooting capabilities, and proficiency in business tools like Oracle and Salesforce. Ideal candidates have excellent communication and collaboration skills. This position offers the chance to join a dynamic global team dedicated to enhancing customer experience.

Qualifications

• 2-3 years of professional Customer Care or Inside Sales experience required.
• Demonstrated proficiency in keyboarding skills, ability to type approx. 45+ words per minute.
• Intermediate Excel skills are required.

Responsibilities

• Handle internal and external customer inquiries, quotes, and orders.
• Build strong customer relationships and deliver customer-centric solutions.
• Collaborate with other teams to resolve shipment on open order reports.

Skills

Customer relationship management

Technical troubleshooting

Effective communication skills

Team collaboration

Adaptability

Education

Polytechnic Diploma in Mechanical Engineering or Equivalent

B.Sc in Business Administration or Equivalent

B.Com in Marketing or Equivalent

Tools

SharePoint

MS Teams

Oracle

SAP

Salesforce

Microsoft Dynamics

Excel

Job description

Overview

Position Summary: The Customer Care Advocate serves as the primary contact for requests for orders, quotes, product questions, and a variety of other customer inquiries. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness. A CCA resolves issues with limited authority and offers solutions within Customer Care department guidelines. A CCA is proficient in MCS eBusiness tools and uses them to handle transactions and provide customer solutions to inquiries regarding product or order information. The role has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries. Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross-departmental collaboration, and responsiveness. The Customer Care Role offers the 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 a "can do" attitude, a willingness to learn, and a passion for process improvement.

Responsibilities

• Dedication to 80-20 overserve strategies and continuous improvement
• Collaborates with other teams to drive resolution/shipment on open order reports
• Handles internal & external customer inquiries, quotes & orders, utilizing established standard operating policies & procedures
• Responsible for building strong customer relationships and delivering customer-centric solutions
• Supports 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
• Handles customer escalations, autonomously with first contact resolution when possible
• Works 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 and actively involved in providing input in the creation of Training Tools and Job Aids
• Escalation point for newer associates within the customer care department
• Handles conflict situations effectively, with minimum assistance
• Handles complex customer inquiries with expanded product knowledge
• Supports Customer Service Team and Customers with advanced technical skills to troubleshoot issues and provide solutions
• Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings

Education, Experience & Skills Required

• Polytechnic Diploma in Mechanical Engineering or Equivalent (undergraduate) or B.Sc in Business Administration or Equivalent or B.Com in Marketing or Equivalent
• 2 – 3 years of professional Customer Care / Inside Sales experience required
• 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
• 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
• 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

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.