Customer Care Advocate

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you, we would love to have you join us!

Job Description

As a Customer Care Advocate, you are guided by experience delivering exceptional customer service and resolving issues to create an outstanding customer experience every time. You succeed in a fast-paced, dynamic environment where each day brings new challenges, and you embrace change with enthusiasm, striving to achieve the best possible outcomes for customers. You will work in a diverse and multicultural team. Your primary responsibilities include facilitating equipment returns, processing replacement and sales orders, managing credits and shipping discrepancies, and addressing accounts receivable discrepancies, ensuring that Rockwell Automation meets the urgent demands of its customers.

Additionally, you will help identify and improve opportunities to enhance overall efficiency and customer satisfaction.

Your Responsibilities

• Support customer orders for credits and returns through email, SAP, or phones.
• Facilitate equipment returns, replacement orders, sales orders, credits, shipping discrepancies, and accounts receivable discrepancies to meet urgent customer demands.
• Identify trends through analysis and escalate to the appropriate channels.
• Collaborate with Specialists and Business Process Owners to identify best practices.
• Work with multicultural customers and teams.
• Participate in hybrid work arrangements while supporting the Americas Region and Global Projects.

The Essentials – You Will Have

• Bachelor’s Degree in Administration or Industrial Engineering.
• At least 3 years of relevant experience.
• Fluency in Portuguese and English, with Spanish as a desired additional skill.
• Experience assisting customers through chat and email support, analytical oriented.
• Experience handling support requests from a variety of different channels based on urgency.
• Proficiency in navigating multiple business systems and processing requests.

The Preferred – You Might Also Have

• SAP experience.
• Willingness to collaborate with the team and experience contributing to the ongoing development of departmental processes.

What We Offer:

Please contact your TA Team Advisor for details.

Modality: Hybrid

You will report to: Supervisor Customer Care, Credits and Returns, Americas

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

At Rockwell Automation, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.