Customer Service Technician II

Customer Service Technician II

The Customer Service Technician II works to review and process Engineered Geared Product RFQ's and Orders for Regal Rexnord's IPS Division utilizing a myriad of tools and robust standard operating procedures. In this role, the CST2 interacts with our customers and our Engineering, Design, Production, Finance, Sales, and Legal departments to deliver a seamless customer experience through expertise, ownership, accountability, and responsiveness. CST2 owns the process from RFQ to order receipt through shipment and beyond.

Our mission is to provide a seamless & effortless customer experience through demonstrated product & system expertise, ownership, accountability, cross-departmental collaboration, and responsiveness. Our Customer Service Technician Role is an excellent opportunity to join a forward-thinking, dynamic, global Customer Support Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions at 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 80-20 overserve strategies
• Processes Engineered To Order Request For Quotes (ETO RFQs) and Orders, utilizing established standard operating policies & procedures, along with system tools, guide sheets, drawings, and various job aids
• Responsible for building strong customer relationships and delivering customer-centric 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
• With Initial Direction & Supervision, take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Work with internal teams with a high sense of accountability and urgency
• Work with multiple departments to assure Request For Quotes (RFQs) and Orders are processed accurately, managed, and shipped in a timely manner to customer expectations, as well as resolve customer issues regarding order shipment issues such as damaged, late, or incorrect products
• Develop a strong product/process knowledge and participate in training initiatives

Education, Experience & Skills Required:

• High School diploma required
• College degree or equivalent work experience preferred
• Two years of professional customer care experience preferred
• Demonstrated mechanical or technical aptitude
• Experience with Oracle &/or SAP (or other ERP systems) preferred
• Experience with CRM platforms such as Salesforce preferred
• Experience navigating and utilizing corporate websites & eCommerce platforms preferred
• Demonstrated patience and approachability with other team members
• Demonstrated proficiency in keyboarding skills
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems preferred
• Basic to Intermediate Excel Skills preferred
• Team oriented with the ability to work in a highly dynamic team and fast-paced environment with continuous challenges
• Able to show situational adaptability and resourcefulness
• Strong communication/interpersonal & organizational skills