Customer Care Advocate II

About the Role

The position will start in the Grafton, WI office and transition to the downtown Milwaukee office in early 2026. It is key to meet the needs of OEM and distribution customers by handling routine and overflow calls and inquiries from customers and field sales representatives. The role involves processing orders, advising on pricing, delivery, lead‑times, terms and conditions, handling credits and debits, and completing daily reports. The incumbent will use CRM, Oracle, OTIS, DDM, Excel, Word, PowerPoint, and O365 to address customer requests and provide documentation such as policies, forms, engineering drawings, and wiring diagrams. The employee will identify improvement opportunities, participate in daily Gemba calls, conduct root cause analysis, support user testing, and assist in Kaizen events and special projects. They will also help train, job shadow, and mentor new hires while contributing to department SOP creation. • Respond to email and phone inquiries • Process customer orders and claims • Complete daily reports and research credits/debits • Write and coach on department SOPs and work instructions • Triage and process orders using CRM, Oracle, OTIS, DDM, Excel, Word, PPT, and O365 • Provide customer documents such as policies, forms, engineering drawings, and wiring diagrams • Identify and act on continuous improvement opportunities • Participate in daily Gemba calls and conduct root cause analysis • Support user testing, special projects, and Kaizen events • Train, job shadow, and mentor new hires

Key Responsibilities

• ▸order processing
• ▸crm systems
• ▸reporting
• ▸process improvement
• ▸root cause
• ▸training

What You Bring

Candidates should have a high school diploma or equivalent and 2‑3 years of relevant experience, with a bachelor’s degree preferred. Experience with Microsoft Office, customer service in manufacturing, process improvements, and ERP/CRM systems such as Oracle or Microsoft Dynamics 365 is desired. The role requires eligibility to work in the United States without sponsorship. • High school diploma or equivalent; 2–3 years related experience (bachelor’s preferred) • Proficient in Microsoft Office (Excel, Word, O365) • Customer service experience in manufacturing • Experience with process improvements, Kaizens, or projects • Familiarity with Oracle or other ERP systems • Familiarity with Microsoft Dynamics 365 or other CRM tools • Eligible to work in the United States without sponsorship

Requirements

• ▸high school
• ▸microsoft office
• ▸process improvement
• ▸oracle
• ▸dynamics 365
• ▸us eligible

Benefits

Regal Rexnord offers medical, dental, vision, prescription drug coverage, spending accounts, paid time off, holidays, a 401(k) plan with matching contributions, life and AD&D insurance, paid leaves, and tuition assistance. The company is a global industrial manufacturer with 30,000 associates, focusing on sustainable motion solutions across multiple markets. • Medical, dental, vision, and prescription drug coverage • Spending accounts (HSA, health care FSA, dependent care FSA) • Paid time off, holidays, and paid leaves • 401(k) retirement plan with employer matching • Life and accidental death & dismemberment insurance • Tuition assistance

Work Environment

Office Full-Time