[Hiring] Customer Care Advocate II @Regal Rexnord

Role Description

The Customer Service Representative II is responsible for managing assigned key customer accounts and market segment activities, ensuring accurate order processing, effective issue resolution, and seamless coordination with internal teams. This role serves as a primary customer interface, supporting account administration, maintaining critical customer data, and leveraging product and ERP system knowledge to meet or exceed customer satisfaction objectives while supporting overall operational effectiveness.

• Serve as the primary point of contact for assigned key customer accounts and market segments.
• Process customer orders accurately and timely in the ERP system, ensuring compliance with pricing, specifications, and policies.
• Monitor order status end-to-end and proactively communicate updates, changes, or delays to customers.
• Resolve customer inquiries and service issues efficiently, coordinating with internal teams as needed.
• Escalate complex or high-risk issues appropriately while maintaining ownership through resolution.
• Collaborate cross-functionally with Sales, Planning, Production, Logistics, and Quality to support customer requirements.
• Maintain accurate customer data, pricing, and documentation within ERP/CRM systems.
• Meet established performance metrics, including order accuracy, responsiveness, and customer satisfaction.
• Apply advanced product, system, and process knowledge to manage complex accounts independently.
• Demonstrate professionalism, accountability, and adherence to company policies and service standards.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree in Business, Management, Supply Chain, or a related discipline is a plus but not required.
• Equivalent combination of education and relevant customer service or operations experience will be considered.
• 3–5 years of hands-on experience in a customer service, order management, account support, or related role within a manufacturing, distribution, or logistics.
• Demonstrated experience managing customer orders end-to-end, including order entry, tracking, issue resolution, and customer communication.
• Proven ability to support key or complex customer accounts, with exposure to varying order volumes, schedules, and service requirements.
• 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.
• Restrictions imposed by federal export control laws may limit this job opportunity to candidates who are a ‘U.S. Person’.

Benefits

• 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