Customer Care Advocate II

Regal Rexnord is seeking a Customer Care Advocate II within the Industrial Components division to join the TB Woods Customer Care Team. This role manages customer service and oversees the full order life cycle for our priority accounts. They ensure proactive and timely communication, especially regarding product availability. They are responsible for all aspects of service related customer satisfaction including order entry of made to order parts, on-time delivery, coordination of shipments, and coordination with internal departments.

• Provide assigned customers with a tailored customer service experience with expert assistance on parts and complete solutions selection, responses to technical questions, customer-specific part configuration, and quote generations including pricing and lead times
• Achieve a one-touch average response time of 3.5 hrs for assigned customers
• Achieve an average response time of 4 hrs for assigned order status cases
• Process credits and returns within 90% of specified service level targets.
• Ensure that a minimum of 90% of all customer service cases are assigned to appropriate customer service team members within 60 minutes of case creation.

• Teamwork: Reaches out to peers and cooperates with leaders to establish an overall collaborative working relationship
• Communication: Speaks and writes clearly and articulately.
• Proactivity: Acts without being told what to do. Brings new ideas to the company.
• Analytical
  
  Skills:
  
  Able to structure and process qualitative and quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieve penetrating insights
• Adaptable: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information
• Calm Under Pressure: Maintains stable performance when under heavy pressure or stress
• Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
• Listening
  
  Skills:
  
  Lets others speak and seeks to understand their viewpoints
• Work Ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard
• Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude

• High School Diploma or GED required
• Minimum of 3+ years of customer service or account management experience required
• Moderate level of computer skills required
• Moderate level of Microsoft Office skills required

• Post High School Education, Training, or Certifications preferred
• Experience working within CRM and/or ERP systems preferred

At Regal Rexnord, our associates live our values. Please review our Regal Rexnord Values on our website at

• 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 a publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company’s electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications.

The Company’s automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.

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.

Regal Rexnord is comprised of three operating segments:
Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal…