Engineer to Order Customer Care

At Rockwell Automation, we connect the imaginations of people with the intelligence of machines to expand what is humanly possible, making the world more intelligent, more connected, and more productive.

We know that expanding human possibility requires connections. We do that every day with our customers as we bring the Connected Enterprise to life, but we don’t stop there. We work to expand human possibilities in our communities — giving back, helping grow the next generation of STEM leaders and building relationships that last.

Our team cares about the work we do. We make an impact on the world because we strive to solve real problems for real people and expand human possibility. From solutions that address a single issue to transforming a company into a Connected Enterprise, every maker and problem solver in our company contributes to something that matters.

As a Customer Care Representative, you are passionate about customer service and resolving issues to deliver a great customer experience every time! You are excited about working in a dynamic environment, where no two days are the same, embracing change and thriving on the challenge of delivering the best possible outcomes for customers.  You will be responsible for the facilitation of order requests allowing Rockwell Automation to meet the urgent demands of our customers.  Additionally, you will be focused on identifying process improvement opportunities and assisting in driving those opportunities to implementation.       

What you will be doing:

• Primary responsibility will be supporting customer project-based orders
• Partner with the Business Unit and Project Managers to manage backlog
• Act as a subject matter expert on business systems used to process and support orders.
• Work with shipping facilities and couriers to validate the correct international terms
• Constantly look for ways to improve the customer experience through process improvement and improved collaboration.
• Customer centric focus is key to the success in this role.
• Identify trends through analysis and escalate to the proper channel.
• Collaborate with Specialists and Business Process Owners to identify and develop best practices.
• Make critical decisions within RA policies balancing customer needs and RA costs
• Deliver difficult messages and maintain composure and empathy with all parties involved.
• You will be working with a global team and need to have the ability to be comfortably lead meetings across cultures and time zones.

EXPERIENCE REQUIREMENTS:

Minimum Qualifications:

• Education: Technical Degree in Supply chain, Business or similar discipline or 3+ years industry experience
• Excellent verbal & written communication skills in English
• Proficient in Microsoft Windows, Microsoft Excel, SAP

Desired Qualifications:

• Bachelor’s Degree
• Experience and proficiency in SAP CRM, Microsoft Power BI, Oracle Cloud