Customer Care Advocate Sr.

Job summary:

You serve as the primary point of contact for requests related to orders, quotes, product inquiries, and various other customer questions. This role ensures a seamless customer experience through expertise, accountability, engagement, and responsiveness.

As a Customer Care Advocate Sr., you provide solutions within the guidelines of the Customer Care department. You are proficient in MCS eBusiness tools, which you use to process transactions and provide customer solutions regarding product or order information. With your extensive product knowledge and familiarity with our processes and systems, you are capable of handling more complex customer inquiries.

Your responsibilities:

• Committed to 80-20 strategies to provide customers with extra service and continuous improvement
• Collaborate with other teams to advance the order process in open order reports.
• Handle internal and external customer inquiries, process quotes and orders, utilizing established standard work policies and procedures.
• Build strong customer relationships and deliver customer-focused solutions.
• Support company initiatives aimed at “over-serving” our customers and ensuring a seamless customer experience.
• Plan and prioritize daily tasks to meet commitments aligned with our organizational goals.
• Manage customer escalations autonomously when possible.
• Collaborate with internal teams with a strong sense of responsibility and urgency.
• Work with internal partners (Finance, Planning, Shipping, etc.) to drive solutions for customer-related issues.
• Contribute to training initiatives within the department and actively provide input for developing training tools and instructional materials.
• Serve as an escalation point for newer team members within the customer service department.
• Effectively handle conflict situations with minimal support.
• Proactively offer alternative products, working independently and with a high level of proficiency in navigating catalog and e-commerce tools.

What do we ask of you? 

• High school diploma required. A bachelor’s degree or equivalent work experience is preferred.
• Three years of professional experience in customer service required.
• Minimum of 1 year of experience within the Regal Rexnord Customer Care Team or comparable business experience.
• Experience with business tools such as SharePoint, MS Teams, and Windows operating systems is required; intermediate Excel skills are required.
• Experience with Oracle and/or SAP (or other ERP systems) and CRM platforms such as Salesforce or Microsoft Dynamics is required.
• Experience navigating and using company websites and e-commerce platforms is required.
• Demonstrable mechanical or technical skills and the ability to read drawings are desirable.
• Team-oriented and consistently shows patience and accessibility toward other team members.
• Ability to work continually within a highly dynamic team and in a fast-changing environment with ongoing challenges.
• Excellent communication/interpersonal and organizational skills and the ability to manage daily workload.

What do we offer you? 

• Permanent full-time position
• Competitive salary (€40,000 – €42,000 per year)
• Opportunities for growth
• Additional compensation such as a bonus scheme
• Generous vacation days (40 per year, including additional days off)
• Active Staff Association with fun activities outside of work
  

Are you interested? 

Apply directly through the website or contact Kierthie Sewmangal: Kierthie.Sewmangal@regalrexnord.com or +31 174 445139.