Customer Care Advocate

As a Customer Care Advocate at Rockwell Automation, your role is to provide exceptional customer service and resolve issues to ensure a superior customer experience. Embrace change and thrive in a dynamic environment where you will manage contract requests and software orders for global customers. Your responsibilities include: - Resolve customer issues with a positive, solution-oriented approach, prioritizing customer needs. - Demonstrate expertise in Order Management, Fulfillment, and SaaS operations. - Identify customer requirements and respond with urgency and empathy. - Assess severity of customer issues and resolve unexpected scenarios. - Identify process improvement opportunities and contribute to workflow enhancements. - Collaborate with teams to explore alternative solutions exceeding customer expectations. - Contribute to root cause analysis for deviations in software orders. - Be a subject matter expert on business systems supporting software subscription order processing. - Analyze data for trends and escalate issues for resolution. - Coordinate with various teams to ensure seamless service delivery for software orders. - Maintain confidentiality of sensitive information and comply with company policies. - Extract and publish reports following established schedules. - Utilize tools such as Salesforce, Hybris, SAP, Oracle, and Outlook for communication. - Proficiency in MS Office applications. - Document processes and workflows to support operational efficiency. Qualifications Required: - Bachelor's degree in science, Commerce, Business Administration, or equivalent. - 5 years of experience in business operations with expertise in Order Management, Fulfillment, and SaaS operations. - Ethical standards, optimistic, and energized by work challenges. - Ability to navigate multiple business systems and assess severity of support requests. - Systematic thinker with experience resolving customer issues. - Continuous improvement mindset and experience in process enhancement. - Proficient in MS Office, Oracle Cloud, Salesforce, Hybris, SAP, and Outlook. - Quick adaptability to fast-changing tech environments. Rockwell Automation offers a comprehensive benefits package including mindfulness programs, volunteer paid time off, employee assistance program, personalized wellbeing programs, and more. The company is committed to fostering a diverse and inclusive workplace, encouraging candidates to apply even if their experience doesn't perfectly align with all qualifications listed.,