Customer Care Advocate II – India.

The Customer Care Advocate (II) serves as the primary contact for requests for orders, quotes, product questions, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness. The CCA builds relationships and an overserve model with top accounts, handles non-routine, technical & complex customer questions with a high sense of ownership and urgency.

Is expected to be able to resolve customer issues with limited authority and offer solutions within the Customer Care dept guidelines.

CCA II has advanced product knowledge and experience with in-depth processes and systems to address more complex customer inquiries. This role is responsible for building customer relationships, driving cross functional team collaboration to drive the customer experience, and drive continuous improvement opportunities that will reduce customer effort.

• Minimum experience = 2Years in CC or relevant.
• Graduation in Mechanical Engineering or Equivalent.
• Dedication to 80-20 overserve strategies
• Drives continuous improvement initiatives within department
• Collaborates with other teams to drive resolution/shipment on open order reports
• Handles internal & external customer inquiries, quotes & orders
• Responsible for building strong customer relationships and delivering customer-centric solutions
• Supports corporate initiatives designed to overserve our customers while providing an effortless customer experience
• Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals
• Handles customer escalations, autonomously with first contact resolution when possible
• Works with internal teams with a high sense of accountability and urgency
• Works with internal partners (Credit, Planning, Shipping, etc…) to drive resolution on customer-impacting issues
• Leads training initiatives within department and works with Supervisors in the creation of Training Tools and Job Aids
• Serves as escalation point for junior level associates & is a resource within the customer care department
• Handles complex customer inquiries with expanded product knowledge
• Assists Management with reports and provides other team members with daily directly on tasks

About Regal Rexnord