Customer Care Advocate II - FRENCH SPEAKING

Work Model: You'll work in a hybrid model, onsite at your designated Regal Rexnord location at least 3 days per week (Monday-Thursday), with flexibility to work remotely up to 2 days, including Friday.

Position: Customer Care Advocate

Location: Milwaukee, WI - HQ

Remote Type: Hybrid (3 days in office, 2 days remote)

Position Overview

This role is key in meeting the needs of our OEM and distribution customers by handling routine and overflow calls and inquiries from customers and field sales representatives. This position is responsible for processing orders, advising on pricing, delivery, lead-time, terms and conditions guidelines and policies, credit/debits, etc.

Key Responsibilities

• Perform basic daily account management tasks:
  

• Respond to email and phone inquiries
  

• Process customer orders
  

• Process customer claims
  

• Complete daily reports
  

• Research and process customer credits and debits
  

• Assisting in writing department SOPs and work instructions and coaching other CSR's on SOP and work instruction creation
  

• Triage and process customer orders
  

• Utilize CRM, Oracle, OTIS, DDM, Excel, Word, PPT, and O365 to address customer requests
  

• Provide customer documents (i.e., policies, forms, engineering drawings, wiring diagrams, etc.)
  

• Identify and take action on continuous improvement opportunities
  

• Actively participate in daily Gemba calls.
  

• Take ownership over individual and contributions to team metrics, conduct root cause analysis, and implement solutions
  

• Participate in user testing to improve department processes
  

• Assist in special projects and Kaizen events
  

• Help train, job shadow, and mentor new hires
  

• Requires a high school diploma or equivalent and 2-3 years of related experience
  
• Conversationally fluent in French to service French-speaking customers
  

• Experienced Microsoft Office; Excel, Word, O365
  
• Strong multitasking and prioritization skills
  
• Practices a continuous improvement mindset
  
• Enjoys relationship building with customers
  

• Bachelor's degree preferred
  
• Customer service experience within manufacturing strongly preferred
  

• Previous experience with process improvements, Kaizens and/or projects preferred
  

• Preferred experience with Oracle or another ERP software
  

• Preferred experience with Microsoft Dynamics 365 or another CRM tool
  

• 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