Position: Customer Care Advocate

Reports To: Manager I, Customer Care

Location: Columbia City, IN

Remote Type: Hybrid (3 days in office / 2 days remote)

SUMMARY:       

Provide technical, professional customer support in a timely manner consistent with established policies, procedures, and company direction. Provide world-class customer service; responsible for establishing, maintaining, and growing a healthy business relationship with our customers. Be the voice of the customer in production scheduling and our internal conversations. Work as a team with Logistics, Production, Quality and Engineering departments to ensure various internal roles are aligned with the voice of the customer. Responsible for updating and maintaining SAP operating systems.

ESSENTIAL DUTIES and RESPONSIBILITIES:           

• Complete basic product training sessions as identified.

• Handling assigned top accounts with personal attention.

• Treat customers as partners to our business: building a quality relationship of trust, respect, and courtesy in day-to-day communications. 

• Courteous and efficient communications between internal and external customers to assure expectations are accurately understood between all parties.

• Accurately and efficiently manage discreet purchase order entry for assigned customers.

• Obtain order from customers (email, websites, fax, etc.).

• Enter order into SAP.

• Verify pricing, terms & delivery, etc.

• Send order confirmation.

• Maintain, track and report planning schedule changes.

• Maintain accuracy of customer demand forecast, report significant changes.

• Maintain quotes and customer surcharges in SAP for all assigned customers.

• Manage return material authorizations for all assigned customers on time and accurately.

• Communicating customer needs to scheduling team.

• Carries out responsibilities assigned within limits of established policies and procedures and takes initiative in customer problem resolution.

• Creating Win/Win opportunities for customers and Warner Electric.

• Liaison for other types of inquiries including special product quotes, deviations to policy, competitive/blanket pricing, freight terms, etc.

• Maintain confidentiality.

• Thorough understanding and knowledge of company order processing system.

• Able to identify knowledge/training gaps and consult with team members and/or manager.

• Backup for front desk activities, including incoming external calls.

• Minimum travel may be required for training.

• Any other special projects that may be assigned.

QUALIFICATIONS and COMPETENCIES:

• Self-starter, ability to work independently under guidelines

• Detail-oriented

• Ability to prioritize duties and customer needs

• Creative problem-solving skills, critical thinking

• High degree of professionalism

• Excellent verbal and written communication skills with both internal and external customers

• Exceptional integrity

• Transparent and holds self-accountable

• Treats others with respect

• Lead by example

• Positive role model

• Team player

EDUCATION and EXPERIENCE CREDENTIALS:

• High School Diploma - OR - GED Required

• Proficiency in MS Office required

• 3 + years Customer Service experience preferred

• Experience in an OEM, manufacturing environment and/or production scheduling preferred

• Previous experience with SAP (ERP) preferred

• Previous experience with Salesforce (CRM) preferred

NO SPONSORSHIP

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

#LI-Hybrid #LI-AB1

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 tha