Position Summary:
Provide leadership and direction through effective communication to all customer service personnel including co-supervisors and management within the supported team/s and department. Support specific escalated customer service activities providing sales growth opportunities for lines of businesses as assigned.
Major Responsibilities
I . Bay Management
Meets and exceeds key performance indicators set by the business.
Leads, drive and motivate the team for continuous improvements towards achievement of set goals
Monitors team performance daily.
Analyze stats trends and formulate/implement action plans to ensure continuous improvement
Adheres to business workflows set by the division
Assists and supports subordinates towards first call resolution by providing real time solution
Communicates key imperatives and team’s strategies during pre-shifts
Creates daily and /or weekly goals directly related to the business’ mission and vision
Sets team and individual goals that compliment overall strategy
II. Monitoring, Coaching & Mentoring
III Ensure (by inspection) day to day business practices are incorporated
IV Timely completion of administrative tasks
V Maintain positive work environment
VI Maintain 2-Way communication both up and down the chain of command
VII Performs subordinate functions and responsibilities when needed
Processes all customer orders though phone, fax and email.
Provides price and availability information to standard items.
Processes requests for special items (MTO), reworks and brand authorization for specific orders.
Product Information Support: Offers alternative/suggestive selling and product interchanges and provides basic catalog information to CSR’s, and customers.
Processes claims and return goods authorization (RGA ) after analysis of customer inquiry.
Coordinates with PTS US escalation points on expedites, technical assistance, pricing information, e-business, product samples, account set-up and sales.
Process all requests for order maintenance on cancellations, delays, accelerations and quantity changes.
Manage, review, and maintenance all open backorders on a regular basis to ensure proper release and shipment based on specific customer instruction.
Coordinate the order’s release, invoice by date, picking, billing and shipping of orders with credit and collections team, distribution and logistics team for standard, reworked or modified products in conjunction with the customer’s requested date, distribution workload and availability of goods.
Protect PTS accountability by ensuring distributors, orders and shipments are trade-compliant based on ITC guidelines.
Maintains and updates all records of customer profile information at Oracle CRM or any central repository.
Participate in sales-driven projects and team initiatives.
Provide value-added services to customers and sales team.
Performs initiatives on team needs to help improve oneself and the team.
Required Education / Experience / Skills:
4 Year College Degree
Advanced customer service experience
Experience in Regal Customer Service operations is preferred
PC skills: PowerPoint, Word, Excel, Access, E-mail/Outlook, Internet/Intranet for business functions
Understanding – ability to clearly communicate product terminology, features and functionality
Displays the following:
Leadership qualities and skills- Good people skills, able to handle difficult situations with customers as well as maintain cooperative relationships with all departments within the organization
Negotiation and Analytical skills
Knowledge of policy and procedures of the company
Demonstrate strong problem-solving and troubleshooting skills
Determine best way to meet the needs of the business and customers
Has the initiative to improve people, process and procedures
Strong and professional written and oral communication skills required
Works well with high volumes, prioritizing and multitasking
Works under minimal supervision
Travel: Not Required
Language: English
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. Regal Rexnord sells its products and solutions to OEMs, through distributors, and directly to end-users. Regal Rexnord is a $7.2B company with 36,000 associates globally.
You may not know it, but Regal Rexnord impacts your life every day. The company’s products enable the fans in HVAC systems that keep us comfortable; the power source that keeps smart buildings running; the agricultural and food service equipment that keeps us fed; and the conveyer systems that keep e-commerce flowing, to name a few of the applications where our products are used.
Regal Rexnord’s business purpose is to create a better tomorrow by energy-efficiently converting power into motion. This means creating innovative solutions while focusing on both customer needs and the company’s commitment to sustainability. The company’s industrial powertrain and automation solutions offerings are an important part of the company's growth strategy. The company’s strategy includes leveraging 80/20 to prioritize all activities, including product excellence, operational excellence and commercial excellence (i) driving organic sales growth through the introduction of innovative new products, with a particular focus on improving energy efficiency, (ii) establishing and maintaining new customers, as well as developing new opportunities with existing customers, (iii) participating in higher growth end markets and geographies, and (iv) identifying and consummating strategic, value creating acquisitions.
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