Customer Care Advocate Ii

1 day ago

Hyderabad Telangana, India Regal Rexnord Full time

Responsibilities:

- Dedication to 80-20 overserve strategies and continuous improvement
- Collaborates with other teams to drive resolution/shipment on open order reports
- Handles internal & external customer inquiries, quotes & orders, utilizing established standard operating policies & procedures
- Responsible for building strong customer relationships and delivering customer-centric solutions.
- Support corporate initiatives designed to overserve our customers while providing an effortless customer experience
- Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals
- Handles customer escalations, autonomously with first contact resolution when possible.
- Work with internal teams with a high sense of accountability and urgency
- Works with internal partners (Credit, Planning, Shipping, etc ) to drive resolution on customer
- impacting issues
- Contributes to training initiatives within department & actively involved in providing input in the creation of Training Tools and Job Aids
- Escalation point for newer associates within customer care department
- Handles conflict situations effectively, with minimum assistance.
- Handles complex customer inquiries with expanded product knowledge
- Support Customer Service Team and Customers with advanced technical skills to troubleshoot issues and provide solutions.
- Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings

Education, Experience & Skills Required:

- Polytechnic Diploma in Mechanical Engineering or Equivalent (undergraduate) or B.Sc in Business Administration or Equivalent or B.Com in Marketing or Equivalent
- 2 - 3 years of professional Customer Care / Inside Sales experience required
- Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute
- Exp. with business tools such as SharePoint, MS Teams, Windows Operating Systems required.
- Intermediate Excel Skills required
- Experience with Oracle &/or SAP (or other ERP systems) required
- CRM platforms such as Salesforce or Microsoft Dynamics Experienced required
- Experience navigating and utilizing corporate websites & eCommerce platforms required
- Consistently demonstrates patience and approachability with other team members
- Consistently demonstrates ability to work in a highly dynamic team and fast-paced environment with continuous challenges
- Consistently demonstrates situational adaptability and resourcefulness
- Excellent communication/interpersonal & organizational skills
- Excellent ability to manage daily workload

About Regal Rexnord
- 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.

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