Interaction Center Specialist

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

KEY RESPONSIBILITIES

Order Service

• Provide non-technical sales support on RA software and new product orders, including order entry, order change requests, order inquiries, billing related issues, product price & availability, delivery improvement requests , catalog assistance, etc.
• Manage remanufacturing services including economy orders, standard orders and priority orders.
• Manage customer return & credit requests and support on consumable warranty orders.
• Support on customer RCFA order requests.

Field Service

• Manage Field Service Engineer schedules.
• Create service orders for invoicing and process all service requests.
• Act as a local point of contact for global support.

Others

• Handle customer's inquiries from toll free line and public email.
• Interact cross-functionally to assist in resolution of issue and customer escalation.
• Be familiar with company policies and procedures. Appropriately apply policies and procedures in compliance with government laws.

• Experience with SAP – CRM, ERP, ECC is desirable.
• Expert knowledge of MS Office suite & other productivity applications.
• Basic knowledge of Rockwell Automation business and distribution model.
• Strong active listening, written and verbal communication skills.
• Excellent written and oral English skill.

• Understands the needs and requirements of customers /distributors and internal key stakeholders.
• Receives assignments in the form of objectives with goals and determines the process by which to meet goals.
• Understands implications of work and makes recommendations for solutions.
• Understands CC KPIs, take responsibility for individual performance and aware of team performance.

• Maintains professional demeanor, shows empathy for customers.
• Receptive to coaching and feedback.
• Can deliver difficult messages to internal and external customers and diffuse most situations.
• Can work effectively cross-culturally.
• Builds productive working relationships with peers from other countries & regions.

• As a skilled specialist, completes tasks in resourceful and effective ways.
• Willingness for business travel.
• Available for communication with peers outside regular working time-zones.
• Demonstrate a sense of urgency and strong commitment to achieving goals and driving issues to resolution.

Education

• Full-time Bachelor’s Degree is desirable.
• Bachelor’s Degree in Engineering and/or Post-Graduation Degree/Diploma in Management is desirable.

Experience

• Minimum 4-7 years’ related experience and 2- 3 years' customer interface experience in the customer service industry.
• Prior experience in presenting information to peers and internal/external customers.
• Prior experience in working with peers in other countries/regions on process changes.

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.