Customer Care Advocate DACH

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
Rockwell Automation is the largest company in the world dedicated to industrial automation and information. Here, we connect the imaginations of people with the potential of technology to make the world more thoughtful, more connected, and more productive. From improving the production of medicines that boost human health to reducing waste in an oil and gas plant, the work we do changes how we live.

We truly believe we are doing things never before possible. And we need the brightest minds to help make that happen – the makers, the forward thinkers, the problem solvers. That's where you come in.

The
Customer Experience Advocate
is responsible for providing continuous quality of customer service; you are passionate about interacting with customers, partners, and internal stakeholders to answer questions, resolve issues, and deliver a consistent experience every time, minimizing effort to maximize loyalty. Supporting our product and service businesses, you will be working in a environment, where no two days are the same, you embrace change and thrive on the challenge of delivering the best possible outcomes for customers.

You will report to our Enterprise Customer Experience (ECX) organization, location within proximity to a Rockwell Automation facility is required, to support a flexible hybrid working model.

What You Will Do

• Proactively respond to inquiries and resolve issues related to orders requests.
• Engage with internal and external stakeholders to consistently maintain exceptional standards of customer support.
• Address and resolve product concerns, including managing customer complaints.
• Demonstrate a clear understanding of key performance indicators (KPIs) and ensure targets are met or exceeded within each financial period.
• Provide proactive delivery updates through Open Orders reports in alignment with service level agreements (SLAs) and expedite orders as necessary.
• Manage customer product returns, including new product failures and warranty claims.
• Support Repair and Exchange Requests..
• Report to Team Leader

Skills You Have

• 1+ years of experience interpreting and responding to customer questions and requests, both written and verbal, suited for a global, multicultural business setting.
• Demonstrated and problem-solving skills.
• Familiarity with Supply Chain processes and Customer Care functions.
• 1–2 years' experience in Customer Service or Contact Center roles. As well as collaboratively within a team.
• Always upholds integrity and ethical behavior.
• Proficiency in Office 365; experience with SAP or Oracle is advantageous.
• Native or fluent proficiency in German, fluency in Spanish, and command of English (both spoken and written) are required; proficiency in additional languages is considered an asset.
• Exhibits when addressing unexpected situations.

What can we offer?

• International network of professionals and knowledge sharing culture.
• Meal Voucher.
• After probation: Health Insurance including Medical, Life Insurance, Retirement Plan.
• Hybrid working model.

Our commitment to diversity, equity and inclusion is built into our business strategy, and our daily interactions. Our diverse, equitable and inclusive culture unleashes potential, enables collaboration and progress and improves outcomes for our employees, business, customers and partners.
Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.