Customer Care Advocate

Customer Care Advocate page is loaded## Customer Care Advocate remote type:
Hybrid locations:
Mayfield Heights, Ohio, United Statestime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
March 2, 2026 (13 days left to apply) job requisition :
R26-213

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description As a Customer Care Advocate, you are passionate about customer service and resolving issues to deliver a great customer experience every time! You are excited about working in an environment, where no two days are the same, embracing change and thriving on the challenge of delivering the best possible outcomes for customers. You will manage the facilitation of contract requests and software orders, allowing Rockwell Automation to meet the urgent demands of our global customers.

Additionally, you will be focused on identifying process improvement opportunities and helping bring those opportunities to implementation.

You will report to the Supervisor CC Software Portal and have a hybrid schedule working in Mayfield Heights, Ohio.### Your Responsibilities:
* Resolve customer issues with a positive, solution-oriented approach, prioritising customer needs.
* Demonstrate prior experience in Order Management, Fulfilment, and SaaS (Software as a Service) operations.
* Identify customer requirements and respond with urgency and empathy.
* Apply Experience assessing the severity of customer issues to assess and resolve unexpected scenarios raised by customers.
* Demonstrate a process improvement mindset by identifying inefficiencies and contributing to enhancements in workflows and service delivery.
* Collaborate with our teams to explore and implement alternative solutions that exceed customer expectations.
* Contribute to root cause analysis for deviations reported by customers or distributors related to software orders.
* Be a subject matter expert on business systems supporting software subscription order processing.
* Analyse data to identify trends and escalate issues to appropriate channels for resolution.
* Partner with Specialists and Business Process Owners to define and promote best practices.
* Coordinate with multiple teams (Commercial, Technical Support, and Billing) to ensure seamless service delivery for software orders.
* Maintain confidentiality of sensitive technical, financial, and commercial information.
* Apply job-specific skills and follow company policies to complete assigned tasks.
* Extract and publish reports following established schedules and our requirements.
* Use official tools such as Salesforce, Hybris, SAP, Oracle, and Outlook for regular communication with peers, customers, and our teams.
* Exhibit proficiency in MS Office applications.
* Document processes and workflows to support operational efficiency and knowledge sharing.### The Essentials
- You Will Have:

* High school diploma or GED
* Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.### The Preferred - You Might Also Have:
* Bachelor's degree in science, Commerce, Business Administration, or equivalent.
* 4–5 years of proven experience in business operations, with hands-on expertise in Order Management, Fulfilment, and SaaS operations.
* Ethical standards; thoughtful, optimistic, and energised by challenges in a work environment.
* Assess the severity of support requests and escalating based on urgency.
* Can navigate multiple business systems to process requests within defined service level agreements.
*…