Customer Care Advocate

Regal Rexnord; Pasig; On-site; PHP 360,000 - 520,000; Full time

Job summary

Regal Rexnord is seeking a Customer Care Advocate II in Manila area to handle orders, quotes, product questions, and diverse customer inquiries. You will resolve issues with limited authority, using MCS eBusiness tools, and deliver solutions that enhance customer loyalty.

The role emphasizes product knowledge, ownership, and responsiveness within a fast-paced, global customer care team. Strong communication and collaboration are essential.

Qualifications

• 4-year College Degree
• Three years of professional Customer Care experience required
• Minimum of 1-year experience within Regal Rexnord Customer Care or comparable business
• Type ~45+ words per minute
• Proficiency with SharePoint, MS Teams, Windows OS
• Intermediate Excel skills
• Experience with Oracle and/or SAP ERP
• CRM platforms such as Salesforce or Microsoft Dynamics
• Experience navigating corporate websites and eCommerce platforms
• Mechanical/technical aptitude and ability to read drawings
• Team-oriented with influential ability
• Patience and approachability
• Ability to work in a dynamic, fast-paced environment
• Situational adaptability and resourcefulness
• Excellent communication, interpersonal and organizational skills
• Excellent ability to manage daily workload

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, following SOPs.
• Builds strong customer relationships and delivers customer-centric solutions.
• Supports corporate initiatives to overserve customers with effortless experience.
• Plans and prioritizes daily work to meet commitments.
• Handles escalations with first contact resolution when possible.
• Works with internal partners (Credit, Planning, Shipping) to resolve issues.
• Contributes to training and tools creation within the department.
• Escalation point for newer associates in customer care.
• Manages conflict situations effectively with minimal assistance.
• Addresses complex inquiries with expanded product knowledge.
• Suggests substitutions/interchanges and navigates catalog/eCommerce tools.

Skills

Customer care

Communication

Teamwork

Typing 45 wpm

Adaptability

Organizational skills

Multitasking

Education

4-year College Degree

Tools

SharePoint

MS Teams

Windows OS

Excel

Oracle ERP

SAP ERP

Salesforce

Microsoft Dynamics

eCommerce platforms

Job description

Position Summary

The Customer Care Advocate 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. An Advocate II will resolve issues with limited authority and offer solutions within the Customer Care department guidelines. A CCA is proficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information. A CCA 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. 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.

Major 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.


• 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


• 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 demonstrates a high level of proficiency in catalog and eCommerce tools navigation

Required Education / Experience / Skills

• 4-year College Degree


• Three years of professional Customer Care experience required


• Minimum of 1-year experience within the Regal Rexnord Customer Care Team or Comparable business experience


• Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute


• Exp. 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


• Demonstrated mechanical or technical aptitude & ability to read drawings desired.


• Team oriented with the ability to influence others


• 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

Leadership Competency

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.


• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.


• Plans & Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.


• Manages Conflict – Handling conflict situations effectively, with a minimum of noise.


• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Travel

Not Required

Language

English

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.