Customer Care Advocate

Customer Care Advocate

Regal Rexnord Corporation ("Regal Rexnord") is a leading manufacturer of electric motors, electrical motion controls, power generation and mechanical power transmission products and sub-systems, serving customers around the world in the general industrial, consumer, commercial construction, food & beverage, and alternative energy end markets, among others. Regal Rexnord sells its products and solutions to OEMs, through distributors, and directly to end-users. With the announcement of the acquisition of Altra Industrial Motion, a ~$2B global business with 9,000 associates, focused on Power Transmission and Factory Automation products, Regal Rexnord has become a $7.3B company with 36,000 associates globally.

Regal Rexnord's business purpose is to create a better tomorrow by energy-efficiently converting power into motion. This means creating innovative solutions while focusing on both customer needs and the company's commitment to sustainability. The company's industrial powertrain and automation solutions offerings are an important part of the company's growth strategy.

The Linear Motion Division is a major contributor to the Segment, with approximately 1,500 global associates and $400M in revenue. There are 9 main sites located across the United States, Mexico, the Caribbean, and Europe.

Key Responsibilities

The Customer Care Advocate will perform a variety of duties including order verification and order entry. This position acts as an essential customer liaison; responsible for promoting and maintaining positive customer relations, responding to customer inquiries regarding order and repair status, as well as price and delivery inquiries. This is a perfect position for individuals that thrive on providing solid solutions to any issues that may arise. Excellent communication skills (both written & verbal) are essential.

Essential Duties and Responsibilities :

• Act as a liaison between Facility and Customer by effectively communicating day-to-day issues impacting customers
• Receive incoming calls with the goal of immediate resolution or re-direct call to appropriate associate to support service standards of 95%+ accessibility and first call resolution
• Provide quotations on standard products utilizing tools or procedures
• Enter orders into ERP system with 24 hours of receipt of order with high accuracy levels
• Act as the customer advocate with internal teams
• Review and validate customer requests for credits / debits
• Promote / train distributors and customers in the use of self-service tools
• Issue RMA's (Return Material Authorizations) interpret and quote repair policies and procedures. Follow up and obtain approvals where needed.
• Work with Operations to expedite deliveries as required by customer
• Maintain customer records in accordance with Regal Rexnord policy to include orders, credits and other customer facing documents
• Promptly address customer issues or complaints with the assistance and / or input of other internal associates

Education and Experience Requirements

Physical Demand and Work Environment

Physical Demands While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Work Environment the noise level in the work environment is usually moderate.

Training Required training for this position must be completed onsite at our Customer Support Center in Radford, Va. After successful completion of training, this position offers the ability to continue to work daily within our Customer Support Center or transition to a Remote Work Environment with required Management approval. Training typically takes 6-8 months to complete.

Language English