Customer Care Advocate II
Regal Rexnord
full-time
Posted on:
Location Type: Hybrid
Location: Milwaukee • Wisconsin • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
ERPOracle
About the role
- 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
Requirements
- Requires a high school diploma or equivalent and 2 -3 years of related experience.
- Bachelor's degree preferred.
- Experienced in 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.
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer order processingcustomer claims processingroot cause analysiscontinuous improvementuser testingSOP creationwork instruction creationdata reporting
Soft skills
coachingmentoringownershipteam collaborationcommunication