Customer Care Analyst I - Hanover, Canada - Regal Rexnord

Regal Rexnord

Verified Company

Hanover, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position Summary:

The Customer Care Analyst I serves as the primary contact for requests for orders, quotes, product questions, as well as a myriad of other customer inquiries.

This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness

An Customer Care Analyst I will resolve issues with limited authority and offer solutions within the Customer Care department guidelines.

A CCA I is proficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information.

CCA I has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries.

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 Customer Care 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 8020 overserve strategies and continuous improvement
Collaborates with other teams to drive resolution/shipment on open order reports
Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures
Works collaboratively with Engineering team to increase upselling opportunities and verification of complex customer requests including ability to interpret CAD drawings
Responsible for building strong customer relationships and delivering customercentric solutions.
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
Handles customer escalations, autonomously with first contact resolution when possible.
Work with internal teams with a high sense of accountability and urgency
Works with internal partners (Credit, Planning, Shipping, etc ) to drive resolution on customerimpacting issues
Contributes to training initiatives within department & actively involved in providing input in the creation of Training Tools and Job Aids
Escalation point for newer associates within customer care department
Handles conflict situations effectively, with a minimum assistance
Handles complex customer inquiries with expanded product knowledge
Proactively suggests product substitution/interchanges independently and demonstrates a high level of proficiency in catalog and eCommerce tools navigation
Support Customer Service Team and Customers with advanced technical skills to troubleshoot issues and provide solutions.
Provide product interchange as required when customer places an order or is requesting a quote
Provide ongoing advanced technical support to all internal stakeholders as required.
Calls are recorded for training and quality purposes

Education, Experience & Skills Required:

High School diploma required. College degree or equivalent work experience preferred with 02 years of relevant experience or an advanced degree
Postsecondary education in a technicalrelated field is required; Electromechanical technician/technologist preferred
English is required
Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute
Exp. with business tools such as SharePoint, MS Teams, Windows Operating Systems required.
Intermediate Excel Skills required
Experience with Oracle &/or SAP (or other ERP systems) required
CRM platforms such as Salesforce or Microsoft Dynamics Experienced required
Experience navigating and utilizing corporate websites & eCommerce platforms required
Demonstrated mechanical or technical aptitude & ability to read drawings desired.
Team oriented with the ability to influence others
Consistently demonstrates patience and approachability with other team members
Consistently demonstrates ability to work in a highly dynamic team and fastpaced environment with continuous challenges
Consistently demonstrates situational adaptability and resourcefulness
Excellent communication/interpersonal & organizational skills
Excellent ability to manage daily workload

About Regal Rexnord

Regal Rexnord Corporation ("Regal Rexnord") is a leading manufacturer of electric motors, electrical motion controls, power generation and mechanical power transmission products and sub-systems, serving customers around the world in the general industrial, consumer, commercial construction, food & beverage, and alternative energy end markets, among others.