Rep, Customer Care

Position Summary

• Under general direction of direct Supervisor or other member of the Customer Care Management Team, review, revise, analyze, and authorize material return requests, shipping discrepancies, and accounts receivable issues across all product lines, for internal and external [Company] Customers, Distributors, or System Integrators, through the utilization of the current and appropriate business systems.

Minimum Qualifications
Education Requirements:

• Typically requires an Associate degree with business related course work. Bachelor degree preferred.

Experience Requirements:

• Minimum of two years commercial business experience
• Computer skills including one year of electronic business system experience
• Familiarity with basic accounting methodology
• Excellent written and verbal communication skills
• Proven negotiation skills in the successful resolution of customer issues
• Able to work independently

Essential Functions:
Functional

• Process requests for material return or credit utilizing all business tools/systems available.
• Review messages, emails or audix relating to order discrepancies as required. Contact the appropriate Rockwell Automation personnel as required for assistance in resolution.
• Manage workload, establish priorities and review processes for improvements and initiate corrective action as necessary or required.
• Adhere to and enforce as necessary, Return Policy DM-128 and Delegation of Authority limits as they apply to credit requests, rebates or return of product.
• Execute sound judgment in resolving customer issues according to company policy in a timely manner.

Leadership

• Display integrity and ethics in all interactions with distributors, customers and personnel within[Company] .
• 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.
• Take responsibility for continuous development and performance.
• Identify, research, analyze and implement process improvement ideas in primary work area and across work areas.
• May lead a small work group or direct the activities of those with less experience.

Interpersonal

• Coordinates and provides support and training relevant to position for [Company] personnel as required.
• Lead or represent Customer Care Credit and Return processes in project management activities with other business units as necessary or required.

Business

• Resolves discrepancies and initiates corrective action expeditiously.
• Coordinates with customer and [Company] personnel to research after sales (shipment) problems for customers and negotiate resolutions. Coordinate resolution of accounts receivable discrepancies with the Corporate Credit Department as necessary. Issue/authorize credit based on delegation of authority level.
• Prepare monthly activity reports. Support preparation of monthly metric reports and graphs as required.
• Ensures familiarity of, and adherence to, company policies and procedures. Appropriately applies policies and procedures in compliance with government laws. Policies and procedures include, but not limited to: Standards of Business Conduct, Intellectual Property, Control Environment, Information Protection, ISO 9000 & 14000, government regulations (e.g. health, safety, quality and environmental), and functional policies published on the [c] Rockwell Automation [/C] Information Network.