Customer Care Advocate

API Delevan, Inc.; Pasig; On-site; PHP 391,000 - 614,000; Full time

Job summary

Regal Rexnord in Pasig, Philippines seeks a Customer Care Advocate II to be the primary contact for orders, quotes, product questions, and other inquiries. The role emphasizes expertise, ownership, accountability and responsiveness, utilizing MCS eBusiness tools to handle transactions and provide customer solutions.

The position requires a 4-year college degree and 3+ years of professional customer care experience, with strong keyboarding, Excel, and ERP system skills.

Qualifications

• 4-year College Degree is required.
• 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.
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems required.
• Intermediate Excel Skills required.
• Experience with Oracle & 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.

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 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.

Skills

Keyboarding 45+ wpm

SharePoint

MS Teams

Windows OS

Excel (intermediate)

Oracle

SAP

ERP systems

CRM (Salesforce)

Microsoft Dynamics

Ecommerce platforms

Reading drawings

Teamwork

Communication skills

Education

4-year College Degree

Tools

Salesforce

Microsoft Dynamics

Oracle

SAP

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. 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 & 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 membersConsistently 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. At Regal Rexnord, our business purpose is to create a better tomorrow with sustainable solutions that power, transmit and control motion.

Our Values

Integrity Responsibility Diversity, Engagement & Inclusion Customer Success Innovation with Purpose Continuous Improvement Performance Passion to Win ... with a Sense of Urgency