Customer Care Advocate with German&English

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

Job description

Duties include (but not limited to):

• Reactive Field Service Requests / Engineer scheduling & dispatch / Communicate with multiple parties – customers, distributors, engineers, leadership, remote support, etc. in order to understand scope of work to identify skilled and available resources to best address customer needs / Liaise with Proposal & Customer success management teams for above threshold callout requests / Ensure site access or remote support prerequisites (incl. safety requirements) & information sharing to relevant parties are completed prior to the dispatch / Track and action changes in field service requests to ensure proper billing of service / Ensures accurate records of all field service requests are maintained / Review all customer billings to ensure accuracy / Support intercompany requests with lending or borrowing of local resources
• Customer Training - To schedule customer training / make necessary arrangements for both on/off site training in order to meet customers’ expectations / Liaise with Proposal & Customer success management teams for custom/contract training requests / Ensure site access or remote training prerequisites (incl. safety requirements) & information sharing to relevant parties are completed prior to the start of the training / Track and action changes in training requests to ensure proper billing of service / Ensures accurate records of all training requests are maintained / Review all customer billings to ensure accuracy / Support intercompany requests with lending or borrowing of local resources
• Support Managers, Team Leaders and Technical personnel by providing effective administrative support.
• Promote CSM Service offerings and provide guidance in selecting services.
• To have a clear understanding of CC EMEA KPI’s ensuring that these are met/exceeded within the set financial period.
• Actively seek out and participate in both formal and informal training and development covering both technical skills and personal development.
• Stakeholder management / Customer relationship building: Represent customer care and be the voice of the customers in the organization. Attend regular internal meetings with key stakeholders including sales and our services organization.
• Drive continuous improvement: Be proactive in identifying ways in which to improve current processes and procedures to make the interaction with RA easier for our customers and improve Customer Loyalty Index (Develop, implement and maintain office procedures in line with the ICAD and ISO9001 Quality Management). Identify and manage customer service excellence projects to support our customers and growth plan.

Skills / Competencies:

• Customer focused.
• Organizational skills
• Attention to detail.
• Strong communication skills, both written and verbal: Communication with CSM/Sales/Customer is essential.
• Language skills: Fluent in English, /German /Turkish
• Time management and prioritization skills
• Strong interpersonal skills including listening skills, problem solving and decision making.
• Taking ownership in providing best in class customer service
• Flexible, pro-active and "can do" attitude to problem solving and customer service.
• Ability to quickly navigate multiple business systems to process requests within specified SLAs.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exist
• Ability to work independently as well as in a team
• Demonstrate and advocate integrity and ethical behavior
• Knowledge of Office 365 and SAP would be an advantage

Experience:              

• 2 to 5 years’ experience in a customer service environment, preferably in an automation/technical industry

Qualifications:

• Bachelor's degree or equivalent by experience

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