Customer Care Advocate

Customer Care Advocate

Work Model:
This role can be performed remotely from an approved location, with flexibility based on business needs and applicable requirements.

Opportunity:
The Customer Care Advocate serves as a key liaison between our customers and internal teams, ensuring a seamless and positive service experience. This role is responsible for verifying and entering orders, responding to inquiries on pricing, delivery, and repair status, and maintaining strong customer relationships through proactive, solution-focused support. Ideal candidates excel at resolving issues with confidence and clarity and demonstrate outstanding written and verbal communication skills.

• Act as a liaison between the facility and customers by effectively communicating day-to-day issues impacting service.
• Receive incoming calls with the goal of immediate resolution, or redirect as needed, to support service standards of 95%+ accessibility and first-call resolution.
• Provide quotations on standard products using established tools and procedures.
• Enter orders into the ERP system within 24 hours of receipt while maintaining high accuracy.
• Serve as the customer advocate when working with internal teams.
• Review and validate customer requests for credit/debit adjustments.
• Promote and train distributors and customers on available self-service tools.
• Issue RMAs (Return Material Authorizations), interpret return policies, and quote repair procedures.
• Partner with Operations to expedite deliveries as required by customers.
• Maintain customer records including orders, credits, and other customer-facing documentation in accordance with Regal Rexnord policy.
• Promptly address customer issues or complaints, collaborating with internal associates as needed.

• High School Diploma or GED Required
• Proficient with basic computer applications, including Microsoft Excel, Word, PowerPoint, and Outlook.
• Excellent oral and written communication skills with strong telephone etiquette.

• Experience with ERP systems preferred (Oracle and Epicor).
• Five years of customer service–related experience preferred.
• Two-year degree in a related field is preferred, or equivalent work experience.
• Ability to manage multiple tasks in a fast-paced environment with frequent interruptions.
• Strong organizational skills with the ability to prioritize workload and meet deadlines.

Training:
Required training for this role must be completed onsite at our Customer Support Center in Radford, VA. Upon successful completion of training, employees may transition to a hybrid or fully remote work arrangement, pending management approval.

Expected Base Salary Range: $45,000 - $48,000

The salary range provided is intended to display the value of the company's base pay compensation for this position. Salary is dependent on a multitude of factors, including but not limited to the physical worksite location, the geographic market of that location, candidate's skill set, level of experience, education and internal peer compensation comparisons among other potential factors.