CUSTOMER CARE ANALYST
Rockwell Automation, Inc.
Mexico City
hace 3 días

Job SummaryRockwell Automation, the world's largest company dedicated to industrial automation, employs about 22,000 individuals globally, makes its customers more productive and the world more sustainable.

Throughout the world, our flagship Allen-Bradley® and Rockwell Software® product brands are recognized for innovation and excellence, and serves customers in more than 80 countries worldwide.

When you choose Rockwell Automation, you join talented employees who have helped us establish our leadership position in the automation industry over the past century.

You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people.

As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority.

Because when you succeed, we succeed.

This position will support pre-sales and post-sales customer service in the Americas by assisting internal and external Rockwell Automation Customers, Distributors, OEMs, or System Integrators with questions on equipment returns, repairs, replacements, sales orders, credits, shipping discrepancies, and accounts receiveable issues under the general direction of a member of the Customer Care Management Team.

Position requires knowledge in Supply Chain and positive attitude, teamwork and interfacing with key cross functional teams.

Include working with internal and external customers.

Job Duties :

  • Order to cash (OTC) duties : Call management, returns & credits management for new and repaired product utilizing all business tools / systems and resources available
  • Supports pre-sales and post-sales customer service functions by assisting customers, company sales and service representatives with questions on equipment returns, repairs, replacements, sales orders and delivery schedules
  • Execute sound judgment in resolving customer issues according to company policy in a timely manner considering both the best interests of Rockwell and our customer
  • Analyze the root cause of issues, take corrective action and evaluate the impact of the problem on other similar transactions
  • If appropriate take additional corrective actions and share results with supervisor and team members
  • Identify, research, analyze and implement process improvement ideas in primary work area and across work areas
  • Support preparation of monthly metric reports and graphs as required
  • Work in cross functional teams to ensure seamless support to RA customers, distributors and / or s
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