Customer Care Advocate

Regal Rexnord; Radford (VA); Hybrid; USD 45,000 - 48,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Prescription drug coverage

HSA

FSA

Paid time off

401k with match

AD&D insurance

Paid leaves

Job summary

Regal Rexnord is seeking a Customer Care Advocate to serve as the primary liaison between customers and internal teams, handling orders, pricing inquiries, delivery updates, and repair status. You will maintain strong customer relationships and resolve issues with clear, confident communication.

Training occurs onsite at the Customer Support Center in Radford, VA, with potential movement to hybrid or fully remote work after training pending management approval.

Qualifications

• Must have high school diploma or GED.
• Proficiency with MS Office suite (Excel, Word, PowerPoint, Outlook).
• Excellent written and verbal communication with strong telephone etiquette.

Responsibilities

• Act as liaison between facility and customers and communicate day-to-day issues impacting service.
• Handle incoming calls aiming for immediate resolution or directing to support service standards.
• Provide quotations on standard products using established tools and procedures.
• Enter orders into ERP within 24 hours of receipt with high accuracy.
• Serve as customer advocate when working with internal teams.
• Review and validate customer requests for credit/debit adjustments.
• Promote and train distributors and customers on self-service tools.
• Issue RMAs and interpret return policies; quote repair procedures.
• Coordinate with Operations to expedite deliveries as needed.
• Maintain customer records per Regal Rexnord policy.
• Promptly address customer issues or complaints with internal teams.

Skills

Communication skills

Multitasking

Microsoft Office

Education

High School Diploma or GED

Associate degree preferred

Tools

Oracle ERP

Epicor ERP

Job description

Work Model: This role can be performed remotely from an approved location, with flexibility based on business needs and applicable requirements.

____________________

You may not know it, but Regal Rexnord impacts your life every day. The company's products enable the fans in HVAC systems that keep us comfortable; the power source that keeps smart buildings running; the agricultural and food service equipment that keeps us fed; and the conveyer systems that keep e-commerce flowing, to name a few of the applications where our products are used. Regal Rexnord's business purpose is to create a better tomorrow by efficiently converting power into motion. Linear Motion Division is a major contributor to the Automation & Motion Control Segment, with approximately 1,500 global associates. There are 9 main sites located across the United States, Mexico, the Caribbean, & Europe.

Opportunity

The Customer Care Advocate serves as a key liaison between our customers and internal teams, ensuring a seamless and positive service experience. This role is responsible for verifying and entering orders, responding to inquiries on pricing, delivery, and repair status, and maintaining strong customer relationships through proactive, solution-focused support. Ideal candidates excel at resolving issues with confidence and clarity and demonstrate outstanding written and verbal communication skills.

Responsibilities

• Act as a liaison between the facility and customers by effectively communicating day-to-day issues impacting service.
• Receive incoming calls with the goal of immediate resolution, or redirect as needed, to support service standards of 95%+ accessibility and first-call resolution.
• Provide quotations on standard products using established tools and procedures.
• Enter orders into the ERP system within 24 hours of receipt while maintaining high accuracy.
• Serve as the customer advocate when working with internal teams.
• Review and validate customer requests for credit/debit adjustments.
• Promote and train distributors and customers on available self-service tools.
• Issue RMAs (Return Material Authorizations), interpret return policies, and quote repair procedures.
• Partner with Operations to expedite deliveries as required by customers.
• Maintain customer records including orders, credits, and other customer-facing documentation in accordance with Regal Rexnord policy.
• Promptly address customer issues or complaints, collaborating with internal associates as needed.

Required Skills And Qualifications

• High School Diploma or GED Required
• Proficient with basic computer applications, including Microsoft Excel, Word, PowerPoint, and Outlook.
• Excellent oral and written communication skills with strong telephone etiquette.

Preferred Skills And Qualifications

• Experience with ERP systems preferred (Oracle and Epicor).
• Five years of customer service-related experience preferred.
• Two-year degree in a related field is preferred, or equivalent work experience.
• Ability to manage multiple tasks in a fast-paced environment with frequent interruptions.
• Strong organizational skills with the ability to prioritize workload and meet deadlines.

Training

Required training for this role must be completed onsite at our Customer Support Center in Radford, VA. Upon successful completion of training, employees may transition to a hybrid or fully remote work arrangement, pending management approval.

Expected Base Salary Range: $45,000 - $48,000

The salary range provided is intended to display the value of the company's base pay compensation for this position. Salary is dependent on a multitude of factors, including but not limited to the physical worksite location, the geographic market of that location, candidate's skill set, level of experience, education and internal peer compensation comparisons among other potential factors.

Benefits

• Medical, Dental, Vision and Prescription Drug Coverage
• Spending accounts (HSA, Health Care FSA and Dependent Care FSA)
• Paid Time Off and Holidays
• 401k Retirement Plan with Matching Employer Contributions
• Life and Accidental Death & Dismemberment (AD&D) Insurance
• Paid Leaves