Customer Care Champion: Proactive Support Expert

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

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.