Customer Care Rep I - Specialty Components

Job Description

The Customer Experience Represetative Irole serves as a primary contact for customers by receiving customer requests for orders, quotes, inquiries as well as resolving customer product and service issues through the phone, email, and SalesForce cases. Providing a seamless customer experience through expertise, ownership, accountability and responsiveness is paramount.

• Answerstandard inbound calls and SalesForce cases
• Make outbound calls as needed to clear up customer issues
• Manage email as well as other electronic communications in a fast-paced team orientated environment
• Receive, process, and follow-up on customer orders as well as order changes to include quotations, pricing, availability, order follow-up and confirmation of shipment dates
• Communicate with various internal customers regarding credit holds, order status, scheduled shipment dates or other customer related inquiries as required.
• Provide timely updates on order status, scheduled shipment dates, and other customer related inquiries as required
• Responsible for initiating and processing returns through final resolution
• Effectively communicate with internal and external customers
• Able to show situational adaptability, resourcefulness and interpersonal savviness
• Attendance is an essential function of the job
• Effectively manage open customer cases in SalesForce
• Other duties as assigned

• 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.

Qualifications

• High School diploma required. College degree or equivalent work experience preferred
• Two years of professional customer service experience required
• Demonstrated proficiency in keyboarding skills, Windows operating systems, and Microsoft applications. Ability to type approx. 45+ words per minute
• Experience with SAP (or other ERP systems) and Salesforce.com preferred
• Mechanical or technical aptitude required
• Excellent communication/interpersonal skills
• Ability to work in a highly dynamic team and fast-paced environment with continuous challenges
• Team oriented
• Able to show situational adaptability and resourcefulness
• Strong organizational skills

Additional Information

• Competitive Salary
• Medical, Dental, Vision, STD, LTD, AD&D, and Life Insurance
• Matching 401(k) Contribution
• Health Savings Account
• Educational Reimbursement
• Matching Gift Program

At Rexnord, we have a longstanding commitment to fostering, cultivating and preserving a culture of diversity, equity and inclusion so that all associates feel welcome and valued.