Customer Care Analyst III

Rexnord; Apodaca; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global industrial manufacturer is seeking a knowledgeable Customer Care Associate in Apodaca, Nuevo León. The role involves managing order fulfillment and ensuring ERP system accuracy, alongside assisting in production planning and inventory management. Candidates must have at least five years of Customer Care experience, advanced Excel skills, and a solid understanding of ERP systems like Oracle or SAP. The successful individual will thrive in a dynamic team environment and provide consistent, high-level customer support.

Formación

• Five years of professional Customer Care experience required.
• Minimum of 2-year experience within the Regal Rexnord Customer Care Team or comparable business experience.
• Demonstrates ability to work in a dynamic team environment.

Responsabilidades

• Manage delivery information activity for designated plants/products.
• Assist Planners in the development & maintenance of production schedules.
• Support monthly order pull-in process to help business achieve sales commitments.

Conocimientos

Advanced Excel Skills

Experience with Oracle

Customer Care Experience

Technical Aptitude

Communication Skills

Team Orientation

Educación

High School diploma

College degree or equivalent work experience

Herramientas

Salesforce

Microsoft Dynamics

Descripción del empleo

Job Duties

• Revenue Management
  • Pull In Processing – Works directly with Plant and Planning to identify Pull-in opportunities, reaching out to Plant Coordinator - Customer Care only (does not engage Customer Care Advocates), to gain buy-in and facilitate order structure such that pull-in can flow through the fulfilment cycle based on new dating agreement
  • Inventory Management – identify orders that can be fulfilled by splitting order lines or consolidating global inventory to satisfy customer needs
  • Release plant directed holds causing orders not to be fulfilled and working with internal partners to identify and resolve reasons for hold.

• ERP System Accuracy & Effectiveness
  • Lead-Time Accuracy-Validate & managing lead-lead times & capacity vs plant demands.
  • Pricing Accuracy- Work with the commercial operations team to confirm that product pricing is correctly loaded with accuracy & completed in the system to support consistent order fulfillment.
  • Manage ERP accuracy of plant setup- Ensures availability of finished goods for customer orders and inter-plant transfers.
  • Original Confirmation Date (OCD)- Ensures ERP accuracy of Order Dating.

• Production & Inventory Planning
  • Assist Planners in the development & maintenance of production schedules based on customer orders, forecasts, and inventory levels.
  • Assist Planners in Coordination with procurement, engineering, and production teams to ensure material availability and capacity alignment.
  • Assist Planners to monitor raw material and finished goods inventory to avoid shortages or excess.
  • Assist Planners in the collaboration with inventory control and warehouse teams to ensure accurate stock levels.
  • Communicate to Customer Care proactively & in response to Salesforce Action Items changes in schedules as needed due to changes in demand, equipment downtime, or supply chain disruptions.
  • Manager the monthly & year end order pull in process to help business achieve sales commitments & plant goals.

• Communication & Coordination
  • Serve as a liaison between production, procurement, quality, and logistics teams.
  • Communicate schedule changes and priorities clearly to customers & customer care.
  • Manage product delivery information escalation for Customer Service personnel
  • Provide Customer Service management feedback on CSR order entry / processing errors to address through training and development

• Product Demand & Delivery Management: Manage delivery information activity for designated plants / products:

Manage customer expedites in coordination with plants & planners.

• Support manufacturing on product fulfillment & inventory management in multiple plants & product lines.
• Assist in the analysis of plant delivery request data order files
• Assist with PK / RK analysis and improvements
  • Evaluate causes for detractors to delivery performance metrics
  • Identify plant level continuous opportunities for improvement; participate in improvement initiatives
• Work with Commercial Team & Supply Chain to support demand management process for plants/products assigned
  • Track demand for top customers (open orders, blanket orders, open quotes)
  • Analyze sales history for top customers (monitor future demand)
  • Track all open order activity / open quotations for key customers
• Coordinate order management activity as needed across all business functions (Customer Service, Supply Chain, Distribution, Finance, Sales, and Marketing) Order management contact working with all functions on:
  • Demand filter, Hold orders, Blanket order management & All other order management requirement
• Support monthly order pull-in process to help business achieve sales commitments
• Manage open order report for products assigned; past due sales orders, order fulfillment opportunities and identify and fix issues

Education, Experience & Skills Required

• High School diploma required. College degree or equivalent work experience preferred
• Five years of professional Customer Care experience required.
• Minimum of 2-year experience within the Regal Rexnord Customer Care Team or Comparable business experience
• Advanced Excel Skills required; vlookup, pivot tables & reporting tools
• Experience with Oracle &/or SAP (or other ERP systems) required
• CRM platforms such as Salesforce or Microsoft Dynamics Experienced required
• Demonstrated mechanical or technical aptitude & ability to read drawings desired & troubleshooting technical issues.
• Demonstrates a high level of product knowledge to address more complex customer inquiries. Understands component make up of products and more depth knowledge of features and product functionality.
• Can process product substitution/interchange independently and demonstrates a high level of proficiency in catalog and eCommerce tools navigation
• Team oriented with the ability to influence & organize others
• Consistently demonstrated patience and approachability with other team members
• Demonstrates ability to work & motivate in a highly dynamic team and fast-paced environment with continuous challenges
• Consistently demonstrates situational adaptability and resourcefulness leadership
• Leads by example in demonstrating Regal Rexnord core values.
• Superior and Consistent communication/interpersonal & organizational skills
• Superior and Consistent 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.