CUSTOMER CARE ADVOCATE

Rockwell Automation; Milwaukee (WI); Hybrid; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Comprehensive mindfulness programs

Volunteer Paid Time off

Volunteer and donation matching

Employee Assistance Program

OnTrack wellbeing program

Hybrid work modality

Job summary

Rockwell Automation is seeking a Customer Care Advocate to deliver exceptional service and resolve issues across a global, hybrid work environment. You will handle credits, returns, orders, and AR discrepancies, while spotting trends and improving processes with cross-functional teams.

Requirements include at least 3 years in a related role, fluent English, and Spanish; Portuguese is a plus. A High School Diploma is required. SAP experience is a plus, and a Bachelor's degree is desirable.

Qualifications

• At least 3 years of relevant experience.
• Fluency in English, with Spanish and Portuguese as a desired additional skill.
• High School Diploma.

Responsibilities

• Support customer orders for credits and returns through email, SAP, or phones.
• Facilitate equipment returns, replacement orders, sales orders, credits, shipping discrepancies, and accounts receivable discrepancies to meet urgent customer demands.
• Identify trends through analysis and elevate to the appropriate channels.
• Collaborate with Specialists and Business Process Owners to identify best practices.
• Work with multicultural customers and teams.
• Identify opportunities to deliver a greater customer experience and participate in Global project improvement projects.
• Participate in hybrid work arrangements while supporting the Americas Region and Global Projects.

Skills

Fluent English

Spanish language

Portuguese (desirable)

Education

High School Diploma

Bachelor's degree preferred

Tools

SAP

Job description

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better. We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description As a Customer Care Advocate, experience guides you in delivering exceptional customer service and you resolve issues to create an outstanding customer experience every time. You succeed where each day brings new challenges, and you embrace change with enthusiasm, striving to achieve the best possible outcomes for customers. You will work in a diverse and multicultural team and hybrid program with global opportunities . Your primary responsibilities include facilitating equipment returns, processing replacement and sales orders, managing credits and shipping discrepancies, and addressing accounts receivable discrepancies, ensuring that Rockwell Automation meets the urgent demands of its customers. Additionally, you will help identify and improving opportunities to enhance overall efficiency and customer satisfaction.

Your Responsibilities

• Support customer orders for credits and returns through email, SAP, or phones.
• Facilitate equipment returns, replacement orders, sales orders, credits, shipping discrepancies, and accounts receivable discrepancies to meet urgent customer demands.
• Identify trends through analysis and elevate to the appropriate channels.
• Collaborate with Specialists and Business Process Owners to identify best practices.
• Work with multicultural customers and teams.
• Identify opportunities to deliver a greater customer experience and participate in Global project improvement projects.
• Participate in hybrid work arrangements while supporting the Americas Region and Global Projects.

The Essentials

• At least 3 years of relevant experience.
• Fluency in English, with Spanish and Portuguesee as a desired additional skill.
• High School Diploma.

The Preferred

• You Might Also Have SAP experience.
• Bachelor's Degree desire
• Willingness to collaborate with the team
• Experience contributing to the ongoing development of departmental processes.
• Experience interpreting and responding to customer questions and requests
• Experience assisting customers through chat and email support, analytical oriented.
• Experience handling support requests from a variety of different channels based on urgency.
• Proficiency in navigating multiple business systems and processing requests.
• You have Experience building relationships with main partners for each assigned customer.

What We Offer

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development
• Modality: Hybrid

You will report to: MANAGER, CUSTOMER CARE CENTER

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.

Rockwell Automation, Inc. (NYSE: ROK), is a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more productive and more sustainable. Headquartered in Milwaukee, Wisconsin, Rockwell Automation employs approximately 28,000 problem solvers dedicated to our customers in more than 100 countries. To learn more about how we are bringing the Connected Enterprise to life across industrial enterprises, visit www.rockwellautomation.com.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!