Customer Care Advocate II

API Delevan, Inc.; Grafton (WI); Hybrid; USD 40,000 - 70,000; Full time

Job summary

Join a dynamic team as a Customer Care Advocate II, where you will play a crucial role in supporting OEM and distribution customers. This position involves managing inquiries, processing orders, and enhancing customer satisfaction through effective communication and problem-solving. You will work in a hybrid environment, balancing remote work with in-office collaboration. An established industry player offers a supportive atmosphere that encourages professional growth and continuous improvement. If you are passionate about customer service and thrive in a fast-paced setting, this opportunity is perfect for you.

Benefits

Medical, Dental, Vision Coverage

401k Retirement Plan with Matching Contributions

Paid Time Off

Tuition Assistance

Life Insurance

Qualifications

• 2-3 years of customer service experience in a manufacturing environment.
• Experience with process improvements and ERP software preferred.

Responsibilities

• Handle customer inquiries and process orders efficiently.
• Assist in writing SOPs and mentoring new hires.

Skills

Customer Service

Communication Skills

Problem Solving

Collaboration

Adaptability

Education

High School Diploma or Equivalent

Bachelor's Degree

Tools

Microsoft Office

Oracle

CRM Software

Excel

O365

Job description

Customer Care Advocate II page is loaded

Customer Care Advocate II

Apply remote type Hybrid locations Grafton, Wisconsin, United States La Vergne, Tennessee, United States time type Full time posted on Posted 2 Days Ago job requisition id R25_01851

Position: Customer Care Advocate

Reports To: Manager I, Customer Care

Location: Grafton, WI - OR - Lavergne, TN

Remote Type: Hybrid - 3 days in office, 2 days remote

Scope of role

This role is key in meeting the needs of our OEM and distribution customers by handling routine and overflow calls and inquiries from customers and field sales representatives. This position is responsible for processing orders, advising on pricing, delivery, lead-time, terms and conditions guidelines and policies, credit/debits, etc.

Key Responsibilities

• Perform basic daily account management tasks:
• Respond to email and phone inquiries
• Process customer orders
• Process customer claims
• Complete daily reports
• Research and process customer credits and debits
• Assisting in writing department SOPs and work instructions and coaching other CSR’s on SOP and work instruction creation
• Triage and process customer orders
• Utilize CRM, Oracle, OTIS, DDM, Excel, Word, PPT, and O365 to address customer requests
• Provide customer documents (i.e., policies, forms, engineering drawings, wiring diagrams, etc.)
• Identify and take action on continuous improvement opportunities
• Actively participate in daily Gemba calls
• Take ownership over individual and contributions to team metrics, conduct root cause analysis, and implement solutions
• Participate in user testing to improve department processes
• Assist in special projects and Kaizen events
• Help train, job shadow, and mentor new hires

PROFESSIONAL EXPERIENCE/QUALIFICATIONS

The successful candidate will have relevant customer service experience and have proven experience in developing collaborative relationships across all levels and functions. This individual must have the passion, energy, adaptability and intellectual curiosity necessary for a fast-paced, growth-driven environment. Be able to employ forward thinking and a continuous improvement mindset.

Minimum Requirements:

• Requires a high school diploma or equivalent and 2-3 years of related experience. Bachelor's degree preferred.
• Experienced Microsoft Office; Excel, Word, O365.
• Customer service experience within manufacturing strongly preferred.
• Previous experience with process improvements, Kaizens and/or projects preferred.
• Preferred experience with Oracle or another ERP software.
• Preferred experience with Microsoft Dynamics 365 or another CRM tool.

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
• Tuition Assistance

About Regal Rexnord

Regal Rexnord is a $6.5B 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.

Equal Employment Opportunity Statement

Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Regal Rexnord is committed to a diverse and inclusive workforce. We are committed to building a team that represents diverse and inclusive backgrounds, perspectives, and skills. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [e-mail]. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [e-mail].

About Us

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

Our Values

Our values frame our culture - a shared understanding of how we think and act relative to our key stakeholders. We center our behaviors, actions and decisions around the following values:

• Integrity
• Responsibility
• Diversity, Engagement & Inclusion
• Customer Success
• Innovation with Purpose
• Performance
• Passion to Win

….with a Sense of Urgency

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