Position Summary:
Provides leadership and direction through effective communication to all customer service personnel including co-supervisors and management within the supported team/s and department. Supports specific escalated customer service activities providing sales growth opportunities for lines of businesses as assigned. Manages Pricing Analysts and/or Customer Care Analysts goals, metrics and daily work.
Required Education / Experience / Skills:

• 4 Year College Degree
• 3 to 5 years of experience in customer care support or any related function
• 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
  

Scope of support is based on implemented business processes and transactions that include, but not limited to:

• Work Input
• Inbound and Outbound Customer Calls, Chat Emails
• Reports
• Multi-Segment/Process
• Claims Credit/Debit/Returns/Warranty
• Mod Orders/Rework/Retro-fit,
• Sales Order Backlog Report/Pull in/Fall-out
• Interco/International orders
• NMR ( New Model Request) sets up new model/reactivates discontinued
• Special Pricing/Quotes
• Order Entry
• Order resolution for E-Commerce/EDI Errors
• Price and Delivery
• General Inquiries
• Order Status
• Expedite with plants & other dept.
• Order Maintenance
  

As Needed as per business need:
Pricing

• Rebate Reconciliation
• Chargeback - Special Pricing set-up for end users
• Price Files - including Price Increase
• COGS Report for Sales Office commission %
• Marketing Funds
• Annual Returns
  

CS Analytics

• Identification of Customer Service Analytics requirements
• Overseeing Customer Care Analysts' reports, analyses and dashboards
• Presentation of Customer Care Analysts work output to stakeholders.
  

Major Responsibilities:
I Bay Management

• Meets and exceeds key performance indicators set by the business.
• Leads, drives and motivates 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

• Conducts documented monitoring sessions with feedback provided to the subordinate.
• Provides individual development plans highlighting specific improvement plans
• Provides direction & sound advice to the team members (mentor role)
• Identifies team issues and provide sound advice based on good judgment
• Develops and train team's logical problem-solving skills.
• Relays important updates to subordinates
• Develops own resources and utilizes creative resolutions to resolve problems
• Flags up personal training requirements to Customer Service Leadership team.
• Conducts Quality Monitoring for recorded and real time calls /emails/chat and provides feedback to CCAs
• Calibration with Learning and Development Team, Customer Service Manager and tenured CCAs in monitoring calls/emails/chat for quality assurance.
• Supports Training Team in all aspects of advanced product and process trainings of Customer Service Department.
  

III Ensure (by inspection) day to day business practices are incorporated

• Respond timely and accurately to escalations of the subordinates.
• Verifies problem and validates escalation prior to further escalation
• Escalates problem only when necessary and aid towards resolution
• Maintains a line of communication with the identified escalation points
• Adheres to Regal defined processes & procedures
• Makes decisions on how to address and resolve customer situations
• Works directly with POCs from different departments to support both internal and external demands
• Assists in the development of product and process training modules under the direction of management.
• Delivers product and process trainings to new hires, peers and other internal personnel.
  

IV Timely completion of administrative tasks

• Provides Direct Manager and POCs with daily update of headcount and absence.
• Maintains acceptable levels for granting vacation and holidays.
• Efficiently manage activities and utilization of the team
• Adheres closely to daily schedules while other assigned tasks are executed on time
• Prepares reporting requirements to direct Manager and POCs.
• Coordinates with various functional groups for team requirements
• Conducts interviews (Phone screen, on-site) and departmental personnel attendance for customer service staff
  

V Maintain positive work environment

• Allocates ample time on the floor coaching, monitoring and mentoring subordinates.
• Effectively and consistently administrates all HR policies and practices
• Promotes consistent and fair administrations of open communication lines
• Conducts weekly continuous improvement meetings with the team with updates on performance barriers and recognition of improvement areas.
• Delivers and maintains consistent expectations to all team members.
  

VI Maintain 2-Way communication both up and down the chain of command

• Establishes and maintain daily dialogue with Direct Manager and subordinates.
• Provides Direct Manager with status update on projects and programs
• Conducts pertinent and timely pre-shifts with the team.
• Handling everyday crisis (support tools/ERPs/Telecoms downtime or any operational issues).
  

VII Drive process improvement both within team as well as downstream or upstream of the value chain as needed

• Works with the associates to determine root cause of issues
• Works with leadership to identify barriers to flow on workstreams
• Applies RBS Strategies and tools to determine appropriate countermeasures
  

VIII 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 Business US escalation points on expedites, technical assistance, pricing information, e-business, product samples, account set-up and sales.
• Processes all requests for order maintenance on cancellations, delays, accelerations and quantity changes.
• Manages, reviews, and maintains all open backorders on a regular basis to ensure proper release and shipment based on specific customer instruction.
• Coordinates the orders' 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 the business' 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.
• Participates in sales-driven projects and team initiatives.
• Provides value-added services to customers and sales team.
• Performs initiatives on team needs to help improve oneself and the team.
  

Travel: Not Required
Language: English
About Regal Rexnord
Regal Rexnord is a $6.5B publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company's electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company's automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.
The Company's end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.
Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com. Show more Show less