Customer Care Advocate

Rockwell Automation

Customer Care Advocate at Rockwell Automation enhancing customer service experiences through order management and support solutions. Collaborating with teams to improve workflows and ensure customer satisfaction.

Posted 6/2/2026full-timeNew Delhi • 🇮🇳 IndiaJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Oracle

About the role

Key responsibilities & impact

Resolve customer issues with a positive, solution‑oriented mindset, always prioritising customer needs.
Demonstrate knowledge and oversee Order Management, Order Fulfilment, SaaS (Software as a Service) operations, Tech Connect IQ (TCIQ), and Consolidated Renewals (TCIQ + Software).
Proactively identify customer requirements and respond with urgency, clarity, and empathy.
Apply experience assessing the severity of customer issues to assess and resolve unexpected scenarios raised by customers across software, TCIQ, and consolidated renewal workflows.
Demonstrate a process‑improvement mindset by identifying inefficiencies and contributing to enhancements in workflows and service delivery.
Collaborate with internal teams to explore and implement alternative solutions that exceed customer expectations.
Contribute to root cause analysis for deviations reported by customers or distributors related to software orders, TCIQ orders, and consolidated renewals.
Analyse data to identify operational trends and escalate issues to appropriate channels for timely resolution.
Partner with Specialists and Business Process Owners to define and promote best practices across software, TCIQ, and consolidated renewal orders.
Coordinate with other teams to ensure seamless service delivery.
Maintain confidentiality of sensitive technical, financial, and commercial information.
Apply job-specific skills and follow company policies to complete assigned tasks.
Use official tools such as Salesforce, Hybris, SAP, Oracle, RADAR, and Outlook for communication, case handling, and process execution.
Document processes, workflows, and troubleshooting guides to support operational efficiency and knowledge sharing.

Requirements

What you’ll need

Bachelor's degree in science, Commerce, Business Administration, or equivalent.
2–3 years of proven experience in business operations with hands‑on expertise in Order Management, Fulfilment and Customer Service.
Strong ethical standards; thoughtful, optimistic, and energised by challenges in a dynamic environment.
Experience with assessing the severity of support requests and escalating based on urgency.
Can navigate multiple business systems to process software, TCIQ, and consolidated renewal-related requests within defined SLAs.
3+ years of experience evaluating systems for positive end-to-end customer experience to resolve unexpected customer scenarios and document issues in detail.
Demonstrate a continuous improvement mindset focused on operational efficiency and process enhancement.
Experienced in creating detailed work instructions, process documentation, and workflows.
Exposure to audits, service contracts, and global work styles, including remote engagement with customers and distributors.

Benefits

Comp & perks

Comprehensive mindfulness programs with a premium membership to Calm
Volunteer Paid Time off available after 6 months of employment for eligible employees
Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
Employee Assistance Program
Personalized wellbeing programs through our OnTrack program
On-demand digital course library for professional development
... and other local benefits!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Order ManagementOrder FulfilmentSaaSdata analysisroot cause analysisprocess documentationworkflow enhancementcustomer servicecase handlingbusiness operations

Soft Skills

solution-oriented mindsetcustomer empathyprocess-improvement mindsetcollaborationcommunicationethical standardsadaptabilityattention to detailproblem-solvingoptimism

Certifications

Bachelor's degree