Customer Care Advocate , 1st Shift

Customer Care Advocate I

Customer Care Advocate I will work in a fast-paced Manufacturing environment. This person will be the primary interface between internal and external customers requiring strong communication skills in customer service. This position is responsible for maintaining a high level of customer satisfaction by addressing and administrating commercial issues through the CSR Team that include (but are not limited to): customer inquiries, processing orders, preparing quotes, tracking bids, managing RMAs and resolving billing issues, in accordance with company policies and procedures.

This position is located in our Twinsburg, OH facility.

• Management of assigned key accounts and/or market segment activity including order, quotation, business development, conflict resolution, order entry, Voice of the Customer, pricing to value, assisting in contract and account program administration, coordinating Production Readiness reviews.
• Frequently interacts with customers, addressing and resolving customer inquiries and complaints regarding products, services, billing, etc to maintain customer goodwill.
• Actively manage the customer orders across the entire life cycle.
• Maintain accurate customer contact base and critical communication files for assigned accounts.
• Handle calls in an efficient and professional manner; provide first call resolution and create loyal and satisfied customers through consistent superior service on each call or point of contact as defined by department and company goals.
• Include troubleshooting and production explanation as part of service.
• Work and interact with multiple intercompany departments – Purchasing, Manufacturing, Shipping, Scheduling and Engineering.
• Accept and process sales orders timely; verify orders for accuracy.
• Meet and exceed Customer Satisfaction Goals.
• Develop a high level of understanding of the ERP system.
• Maintain a high knowledge base on the business’ products and applications.

• US Person with US permanent residence (US Citizen or Green card holder).
• High School Diploma or GED.
• 2+ years of Expeditor/Customer interface experience within engineered products.
• Proficient in Microsoft Suite skills and basic internet searching.
• Customer focused.
• Self‑starter and creative thinking.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Attention to detail and ability to highlight process issues.
• Ability to prepare reports and correspondence.
• Ability to communicate effectively with customers and other employees in the organization.

As needed, perform additional duties and assignments to support the Customer Care function.

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Accidental Death and Dismemberment Insurance
• Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• Educational Reimbursement
• Matching 401(k) contribution

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, disability or protected veteran status or any other status or characteristic protected by law.