Customer Care Advocate

Regal Rexnord Corporation ("Regal Rexnord") is a leading manufacturer of electric motors, electrical motion controls, power generation and mechanical power transmission products and sub-systems, serving customers around the world in the general industrial, consumer, commercial construction, food & beverage, and alternative energy end markets, among others. Regal Rexnord sells its products and solutions to OEMs, through distributors, and directly to end-users. With the announcement of the acquisition of Altra Industrial Motion, a ~$2B global business with 9,000 associates, focused on Power Transmission and Factory Automation products, Regal Rexnord has become a $7.3B company with 36,000 associates globally.

You may not know it, but Regal Rexnord impacts your life every day. The company's 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, to name a few of the applications where our products are used.

Regal Rexnord's business purpose is to create a better tomorrow by energy-efficiently converting power into motion. This means creating innovative solutions while focusing on both customer needs and the company's commitment to sustainability. The company's industrial powertrain and automation solutions offerings are an important part of the company's growth strategy. The company's strategy includes leveraging 80/20 to prioritize all activities, including product excellence, operational excellence and commercial excellence (i) driving organic sales growth through the introduction of innovative new products, with a particular focus on improving energy efficiency, (ii) establishing and maintaining new customers, as well as developing new opportunities with existing customers, (iii) participating in higher growth end markets and geographies, and (iv) identifying and consummating strategic, value creating acquisitions.

The Linear Motion Division is a major contributor to the Segment, with approximately 1,500 global associates and $400M in revenue. There are 9 main sites located across the United States, Mexico, the Caribbean, & Europe.

The Customer Care Advocate will perform a variety of duties including order verification and order entry. This position acts as an essential customer liaison; responsible for promoting and maintaining positive customer relations, responding to customer inquiries regarding order and repair status, as well as price and delivery inquiries. This is a perfect position for individuals that thrive on providing solid solutions to any issues that may arise. Excellent communication skills (both written & verbal) are essential.

Essential Duties and Responsibilities

• Act as a liaison between Facility and Customer by effectively communicating day-to-day issues impacting customers
• 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
• Provide quotations on standard products utilizing tools or procedures
• Enter orders into ERP system with 24 hours of receipt of order with high accuracy levels
• Act as the customer advocate with internal teams
• Review and validate customer requests for credits/debits
• 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 Regal Rexnord 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

Education and Experience Requirements

• 5 years' Customer Service-related experience preferred
• 2-year degree in related field preferred Experience in Regal Customer Care operations is preferred
• Ability to lead by example, setting high standards for effective communication 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)
• 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

Physical Demand and Work Environment

Physical Demands - While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Work Environment - the noise level in the work environment is usually moderate.

Training - Required training for this position must be completed onsite at our Customer Support Center in Radford, Va. After successful completion of training, this position offers the ability to continue to work daily within our Customer Support Center or transition to a Remote Work Environment with required Management approval. Training typically takes 6-8 months to complete.

Language - English

• 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 Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com.

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, pregnancy, age, ancestry, national origin, genetic information, 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 for protected veterans/individuals with disabilities 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.