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Customer Advocate II at Rexnord

Posted in Other 30+ days ago.

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Type: Full Time
Location: Grafton, Wisconsin





Job Description:

POSITION SUMMARY

The Customer Care Advocate II role serves as the primary contact for Rexnord customers by receiving customer requests for orders, quotes, inquiries, as well as resolving customer product and service issues. This role ensures a seamless customer experience through expertise, ownership, accountability and responsiveness.
RESPONSIBILITIES

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Independently and efficiently answer standard and complex inbound calls and SalesForce cases * Make outbound calls as needed to ensure total customer satisfaction

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Manage email as well as other electronic communications in a fast-paced call center environment * Effectively communicate with internal and external customers

* Maintain customer profile sheets

* Effectively manage open customer cases in SalesForce

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Provide timely updates on order status, scheduled shipment dates and other customer related inquiries as required
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Receive, process, and follow-up on customer orders and order changes to include quotations, pricing, availability, order follow-up, and confirmation of shipment dates.
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Communicate with various internal customers regarding credit holds, order status, scheduled shipment dates or other customer related inquiries as required. * Effectively communicate details to the customer and to field sales.

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Responsible for issuing requests on returned product in accordance to Rexnord policies. This includes initiating the return process through final resolution.
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Provide full support and relevant account updates to Account Managers * Proactively communicates key issues to customers.

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Help customers with product identification based on nomenclature, product descriptions, or drawings. * Ability to understand product specifications.

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Has the functional and technical knowledge of product lines to accurately answer customer inquiries and to resolve issues. * Remains up-to-date on changes/upgrades to product lines.

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May be requested to provide pro-active customer open order reports as needed * Other duties as assigned

EXPERIENCE AND SKILL REQUIRED

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High School diploma required. College degree or equivalent work experience preferred * Three years of professional customer service experience required

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Demonstrated proficiency in keyboarding skills, Windows operating systems, and Microsoft applications.
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Experience with SAP (or other ERP systems) and Salesforce.com preferred * Demonstrated mechanical or technical aptitude

* Excellent communication/interpersonal skills

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Ability to work in a highly dynamic team and fast-paced environment with continuous challenges * Team oriented with the ability to influence others

* Able to show situational adaptability and resourcefulness

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Demonstrated ability to meet aggressive deadlines and work with a minimal amount of supervision * Strong organizational skills

* Strong project management skills

* Ability to read drawings desired.



LEADERSHIP COMPETENCIES

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Customer Focus Building strong customer relationships and delivering customer-centric solutions.
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Action Oriented Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
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Plans & Aligns Planning and prioritizing work to meet commitments aligned with organizational goals.
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Manages Conflict Handling conflict situations effectively, with a minimum of noise.
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Communicates Effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.


THE COMPANY

Rexnord is a $2 billion multi-platform diversified global industrial company with exceptional and trusted brands that serve a diverse array of global end markets. Founded in 1891, Rexnord is headquartered in Milwaukee, Wisconsin, U.S.A. and employs approximately 8,000 associates worldwide. For more information about the company visit www.rexnordcorp.com.

Our Process & Motion Control platform designs, manufactures, markets and services highly engineered mechanical components that help customers increase productivity and prevent downtime. Rexnord aerospace products can be found throughout aircraft from the engine to the landing gear. Our Water Management platform offers water solutions that help protect human health and the environment.

The company is operated in a disciplined way with the Rexnord Business System (RBS), a process-based framework for world-class operating performance and continuous improvement. RBS enables speed, scalability and consistency to drive superior customer satisfaction and financial results. By deploying our RBS methodology, Rexnord continues to solidify and grow long-standing, globally competitive businesses, while systematically integrating acquisitions and finding new ways to grow.

Doing the right thing has been part of our core values for more than a century. So have volunteerism and philanthropy, and our Rexnord Foundation formalized this commitment more than 60 years ago. We make our communities better with individual and organizational volunteering, matching gifts, grants, scholarships and corporate donations.
BUSINESS UNIT

Within Rexnord Power Transmission, we design, manufacture, market and service specified, highly engineered mechanical components worldwide used within complex systems where our customers reliability requirements and the cost of failure or downtime are extremely high. We keep industry moving with products and services that enhance the reliability of equipment supporting key industries, including food, beverage & liquid, automotive, energy, and mining. Our new digital productivity platform, DiRXN (pronounced Direction), based on the integration of innovative Industrial Internet of Things (IIoT) and e-commerce technologies with a leading portfolio of tools, products and services, connects our customers to data and information that allows them to optimize productivity across all stages of their lifecycles.
TOTAL REWARDS AND BENEFITS

* Competitive Salary & Variable Incentive Compensation Plan (position specific)

* Medical, Dental, Vision, STD, LTD, AD&D, and Life Insurance

* Discretionary Personal Retirement Account

* Matching 401(k) Contribution

* Health Savings Account

* Educational Reimbursement

* Matching Gift Program



EQUAL OPPORTUNITY EMPLOYER MINORITY/FEMALE/DISABILITY/VETERAN


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