Customer Care Advocate

Job Description

Position Summary:

As a Customer Care Advocate, you are passionate about customer service and resolving issues to deliver a great customer experience every time! You will manage the facilitation of Warranty Claims, Order logging, Order processing, Reverse Logistics, and Invoice correction, allowing Rockwell Automation to meet the urgent demands of our global customers. Additionally, you will be focused on identifying process improvement opportunities and helping bring those opportunities to implementation.

Integrated Focus:

You will also support 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. This includes scheduling field service repair calls, handling requests for additional company materials, maintaining records of returns, schedule changes, product enhancements or changes, and product pricing, and resolving return credit problems.

You will report to the Team Leader Customer Care and have a hybrid schedule working in Noida.

Your Responsibilities:

• Resolve customer issues with a positive, solution-oriented approach, prioritizing customer needs.
• Demonstrate prior experience in Order Management, Fulfillment, and Post-Sales operations.
• Identify customer requirements and respond with urgency and empathy.
• Apply experience assessing the severity of customer issues to resolve unexpected scenarios raised by customers.
• Demonstrate a process improvement mindset by identifying inefficiencies and contributing to enhancements in workflows and service delivery.
• Collaborate with our teams to explore and implement alternative solutions that exceed customer expectations.
• Contribute to root cause analysis for deviations reported by customers or distributors related to software orders.
• Be a subject matter expert on business systems supporting software subscription order processing.
• Analyse data to identify trends and escalate issues to appropriate channels for resolution.
• Partner with Specialists and Business Process Owners to define and promote best practices.
• Coordinate with multiple teams (Sales, Finance, Logistics) to ensure seamless service delivery for Orders.
• Maintain confidentiality of sensitive technical, financial, and commercial information.
• Apply job-specific skills and follow company policies to complete assigned tasks.
• Extract and publish reports following established schedules and requirements.
• Use official tools such as SAP CRM, ECC, Oracle, and Outlook for regular communication with peers, customers, and teams.
• Exhibit proficiency in MS Office applications.
• Document processes and workflows to support operational efficiency and knowledge sharing.

The Essentials - You Will Have:

• Bachelors degree in Science, Commerce, Business Administration, or equivalent.
• 4-5 years of proven experience in business operations, with hands-on expertise in Order Management, Fulfilment, and Process improvement, Lean Six Sigma methodology.
• Ethical standards; thoughtful, optimistic, and energised by challenges in a work environment.
• Assess the severity of support requests and escalate based on urgency.
• Can navigate multiple business systems to process requests within defined service level agreements.
• Systematic thinker with experience assessing the severity of customer issues to resolve unexpected customer scenarios and document issues in detail.

The Preferred - You Might Also Have:

• Continuous improvement mindset focused on operational efficiency and process enhancement.
• Experienced in creating detailed work instructions, process documentation, and workflows.
• Exposure to audits, service contracts, and global work styles, including remote engagement with customers and distributors.
• Proficient in MS Office, Oracle Cloud, and other enterprise tools such as SAP CRM & ECC and Outlook.
• Quick to adapt and grow in fast-changing tech environments.

What We Offer:

• Comprehensive mindfulness programmes with a premium membership to Calm.
• Volunteer Paid Time off available after 6 months of employment for eligible employees.
• Company volunteer and donation matching programme.
• Employee Assistance Program.
• Personalized wellbeing programs through our OnTrack program.
• On-demand digital course library for professional development.
• ... and other local benefits.

#LI-Hybrid or #LI-AE1