Customer Care Analyst II

Position: Customer Care Analyst II

Location: Florence, Kentucky - ONSITE

Reports To: Manager II, Commercial Operations

Position Summary:

The Customer Care Analyst II serves as the primary contact for requests for orders, product questions, drawing approvals, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through a high level of expertise, ownership, accountability, technical aptitude and responsiveness. This position receives specific product, systems, and process training on all MCS couplings products.

Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care Role is an excellent opportunity to join a forward thinking, dynamic, global Couplings Support Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement.

Responsibilities:

• Dedication to 80-20 overserve strategies

• Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures

• Review Engineered coupling orders for commercial and technical requirements; interpret and clarify these requirements with the customer and obtain any missing information

• Coordinate cross-functional review meetings as needed to clarify requirements and optimize order processing throughput

• Coordinate fulfillment of customer requirements, such as design approvals, change orders, requests for information, support for field issues, technical support, etc.

• Responsible for building strong customer relationships and delivering customer-centric solutions

• Generate order status reports regularly and communicate to customers, Sales and Marketing

• Support 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

• With Initial Direction & Supervision, take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

• Handles standard customer escalations, autonomously with first contact resolution when possible

• Work with Manufacturing operations to assure orders are managed and shipped in a timely manner to customer expectations; as well as resolve customer issues regarding order shipment issues such as damaged, late, or incorrect products

• Performs other duties as assigned

Education, Experience & Skills Required:

• Bachelor's degree or equivalent education and work experience

• Minimum of 3 years of professional customer care experience

• Strong communication/interpersonal & organizational skills

• Demonstrated proficiency in keyboarding skills and excel

• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems

• Experience navigating and utilizing corporate websites & eCommerce platforms

• Demonstrated mechanical or technical aptitude

• Demonstrated patience and approachability with customers and team members

• Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges

• Able to show situational adaptability and resourcefulness

• Experience with Oracle &/or SAP (or other ERP systems) strongly preferred

• Experience with CRM platforms such as Salesforce or Microsoft Dynamics Experienced preferred

• Project management activities for key customers preferred

Demonstrate Values:

• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.

• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• Plans & Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.

• Manages Conflict - Handling conflict situations effectively, with a minimum of noise.

• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

#LI-AB1 #LI-Onsite

• 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 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, age, ancestry, national origin, 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 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.