Customer Care Rep I - Specialty Components at Rexnord in Milwaukee, Wisconsin

Job Description:

Company Description

Rexnord is a $2 billion multi-platform diversified global industrial company with exceptional and trusted brands that serve a diverse array of global end markets. Founded in 1891, Rexnord is headquartered in Milwaukee, Wisconsin, U.S.A. and employs approximately 7,000 associates worldwide. For more information about the company visit www.rexnordcorp.com.

The company is operated in a disciplined way with the Rexnord Business System (RBS), a process-based framework for world-class operating performance and continuous improvement. RBS enables speed, scalability and consistency to drive superior customer satisfaction and financial results. By deploying our RBS methodology, Rexnord continues to solidify and grow long-standing, globally competitive businesses, while systematically integrating acquisitions and finding new ways to grow.

Doing the right thing has been part of our core values for more than a century. So have volunteerism and philanthropy, and our Rexnord Foundation formalized this commitment more than 60 years ago. We make our communities better with individual and organizational volunteering, matching gifts, grants, scholarships and corporate donations.

Business Unit:

Within Rexnord Power Transmission, we design, manufacture, market and service specified, highly engineered mechanical components worldwide used within complex systems where our customers' reliability requirements and the cost of failure or downtime are extremely high. We keep industry moving with products and services that enhance the reliability of equipment supporting key industries, including food, beverage & liquid, automotive, energy, and mining. Our new digital productivity platform, DiRXN (pronounced "Direction"), based on the integration of innovative Industrial Internet of Things (IIoT) and e-commerce technologies with a leading portfolio of tools, products and services, connects our customers to data and information that allows them to optimize productivity across all stages of their lifecycles.

Position Summary

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.

Responsibilities

• 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

Leadership Competencies

• 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.

Experience and Skill Required

• 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

Total Rewards and Benefits

• Competitive Salary


• Medical, Dental, Vision, STD, LTD, AD&D, and Life Insurance


• Matching 401(k) Contribution


• Health Savings Account


• Educational Reimbursement


• Matching Gift Program

Equal Opportunity Employer - Minority/Female/Disability/Veteran

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.