Customer Care Advocate - Software

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

Position Summary:

As a Customer Care Representative, you are passionate about customer service and resolving issues to deliver a great customer experience every time! You are excited about working in a environment, where no two days are the same, embracing change and thriving on the challenge of delivering the best possible outcomes for customers. You will manage the facilitation of contract requests and software orders, 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.

You will be reporting to the Software and Contract Services Supervisor and have a hybrid schedule working in Noida, India.

Your Responsibilities:

• Solve customer issues using a positive, prioritizes customer needs with a solution-oriented mindset.
• Identify customer needs and respond with urgency.
• Work with others to determine alternative solutions that exceed customer expectations.
• Be a subject matter expert on business systems used to process and support contracts and orders.
• Identify trends through analysis and escalating to the proper channel.
• Collaborate with Specialists and Business Process Owners to develop best practices.

The Essentials - You Will Have:

• Minimum 4-5 Years of experience.
• Bachelor's Degree in Business, Management or equivalent.
• You are ethical, thoughtful, optimistic.
• Experience building relationships with main partners for each assigned customer.
• Can identify the urgency of tasks and Experience assessing severity of support requests and escalate based on severity accordingly.
• Energised by the opportunity to handle challenges in a evolving workplace.
• You have computer skills and can quickly navigate multiple business systems to process requests within specified Service level agreements.
• Systematic thinker with Experience documenting customer issues in detail and a quick to pivot and grow in fast-changing tech environments.

The Preferred - You Might Also Have:

• Experience evaluating systems for positive end-to-end customer experience and results-oriented mindset.
• SAP, Salesforce tool experience.
• Willingness to collaborate with team and provide feedback

What We Offer:

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees.
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development

... and other local benefits

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

#LI-Hybrid or #LI-DB2

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.