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
Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and. 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 make an impact. And if that's you we would love to have you join us!
Job Description
Customer Experience Advisor
Location: Mexico City
Modality: Hybrid
You will report to: Supervisor Customer Care, Credits and returns, Americas
As a Customer Care Advocate, 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 facilitate equipment returns, replacement orders, sales orders, credits, shipping discrepancies, and managing accounts receivable discrepancies, allowing Rockwell Automation to meet the urgent demands of our customers. Additionally, you will be focused on identifying process improvement opportunities and helping bring those opportunities to implementation.
What you will do:
- Primary responsibility will support customer orders for credits and returns through email, SAP or phones.
- You will facilitate equipment returns, replacement orders, sales orders, credits, shipping discrepancies, and managing accounts receivable discrepancies, allowing Rockwell Automation to meet the urgent demands of our customers
- Identify trends through analysis and escalating to the proper channel.
- Collaborate with Specialists and Business Process Owners to identify best practices.
Who we are looking for:
- You have computer skills and can quickly navigate multiple business systems to process requests within specified SLAs.
Minimum Qualifications:
- Bachelor's Degree in Administration or Industrial Engineering
- Fluent in English and Spanish; Portuguese is desired, but not required
Desirable:
- SAP Experience
- 3+ years of experience evaluating systems for positive end-to-end customer experience abilities
- Experience assisting customers through chat and email support
- Experience working with distributors
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.
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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.
What We Do
At Rockwell Automation, we connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more intelligent, more connected and more productive.
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