Customer Care Advocate II

Position: Customer Care Advocate II

Reports To: Manager I, Customer Care

Location: Radford, Virginia - HYBRID

This position is primarily remote; however, the successful candidate will need to be available for training daily the first 12-weeks, as well as a minimum of quarterly onsite meetings in Radford, VA.

Regal Rexnord SUMMARY: (Parent Company)

At Regal Rexnord, our business purpose is to create a better tomorrow by energy-efficiently converting power into motion. For us, this means creating innovative solutions while focused on both customer needs and our commitment to sustainability. You may not know it, but Regal Rexnord impacts your life every day. Our products enable the fans in HVAC systems that keep us comfortable; the power source that keeps smart buildings running; the agricultural and food service equipment that keeps us fed; and the conveyer systems that keep e-commerce flowing. As a leading producer of motors and related components, our essential products help keep systems running in mission-critical applications worldwide - indoor air quality products used in hospitals, homes, and senior living facilities; industrial products that support food and beverage, and pharmaceutical production; and conveying equipment and components that help warehouses function.

THOMSON SUMMARY:

Thomson invented anti-friction linear technology over 75 years ago and has continued to lead the industry ever since. The Thomson brand is recognized and trusted as the global leader in mechanical motion technology. Our breadth of products and brands are unmatched. The Thomson family of linear and mechanical motion products include: Thomson, BSA, Neff, Tollo, and Cleveland. More information at: Thomsonlinear.com

POSITION SUMMARY:

Performs a variety of duties, including order verification and order entry. Be a customer liaison, responsible for promoting and maintaining positive customer relations. Responds to customer inquires, regarding order and repair status; as well as, price and delivery inquiries. May interact with other departments to ensure delivery schedule. Examine warranty claims, handles customer returns and exchanges. This position requires the ability to follow company policies and procedures. Excellent written and verbal skills are essential.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Along with those identified below, other duties may be assigned.

• Enter orders into ERP system with 24 hours of receipt of order with high accuracy levels.

• Provide quotations on standard and non-standard products utilizing tools or procedures. Offer complementary products where appropriate.

• Proactively provide customer support to key accounts within defined territory. Act as the customer advocate within the Thomson organization.

• Review and validate customer requests for credits/debits.

• 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

• 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 Thomson 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.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lead by example, setting high standards for effective communications both internally and externally.

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

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

• Previous experience with a CRM system preferred (Salesforce.com).

• 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.

EDUCATION and/or EXPERIENCE

• 2-3 years Customer Service related experience preferred.

• 2 year degree in related field preferred.

Expected Salary: $31,100-43,000 + Benefits

Please note that compensation is based on a variety of factors when extending offer, including but not limited to, the role, responsibilities, candidate experience, education, qualifications, and business considerations.

#LI-AB1 #LI-HYBRID #LI-REMOTE

• 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

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, age, ancestry, national origin, 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 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.