Customer Care Advocate

Position: Customer Care Advocate II

Reports To: Manager II, Customer Care

Location: Radford, Virginia

Remote Type:

- In Office - During Training the first 6-12 months are in-office

- Hybrid - Working remote with the option to work in office as needed

Scope of role

The Linear Motion Division of Regal Rexnord 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, & Europe.

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

- High School Diploma - or - GED is required

- 2-year degree in related field preferred Experience in Regal Customer Care operations is preferred

Required Experience Requirements

- Ability to lead by example, setting high standards for effective communication both internally and externally

- Basic computer skills including Microsoft Office Products (Excel, Word, Power Point & Outlook)

- Demonstrated ability to learn quickly with a willingness to obtain functional knowledge and understanding of company products, policies and procedures

- Excellent oral & written communication skills

- Superior telephone etiquette

- Ability to understand and respond to customers in a dynamic, fast-paced environment

- Demonstrated ability to work independently and in a team environment to improve the service levels to customers

- Strong organizational skills

- Ability to work well in stressful situations and to remain calm and positive in adverse situations

- Ability to manage multiple tasks with frequent interruptions

- Ability to prioritize tasks while meeting deadlines for completion

- Dependability

Preferred Experience Requirements

- 5 years’ Customer Service-related experience preferred

- Previous experience with an ERP system preferred (Oracle & Epicor)

- Previous experience with a CRM system preferred (Salesforce )

Not Offering Sponsorship

Candidates must be eligible to work in the United States without requiring company sponsorship to obtain or keep U.S. work authorization.

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 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, pregnancy, age, ancestry, national origin, genetic information, 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 for protected veterans/individuals with disabilities or policy statement, please email Recruiting@RegalRexnord.com. 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 Recruiting@RegalRexnord.com.

Equal Employment Opportunity Posters

Notification to Agencies

: Please note that Regal Rexnord Corporation and its affiliates and subsidiaries ("Regal Rexnord") do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition, Regal Rexnord will not consider or approve payment to any third-parties for hires made.