Customer Experience Specialist Jobs

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!

Understanding our customers’ journey is crucial to our ability to enable growth and contribute to a winning customer experience. The Customer Experience Specialist is a trusted advisor and partner with sales to enable this experience.

As an extended sales team member, the Customer Experience Specialist supports assigned accounts in the Americas Region. This role directly impacts the experience of our front-line selling resources through support as well as identifying barriers to execution (root cause), and implementing improvements.

Reporting to the Regional Commercial Operations Manager – Customer Experience and supporting Strategic Account Managers.

Responsibilities

Functional

• Facilitate executive escalations.
• Annual Customer loyalty survey support
• Critical order oversight for top strategic accounts
• Identifying dysfunctional processes and barriers to execution, supporting internal process improvement.

Business

• Assist in reducing the administrative burden on Sales team.
• Assist in providing a great experience for customers.
• Keeps skills and knowledge in all areas (organizational, technical, and commercial) up to date
• Experience and understanding of Rockwell products, processes, and tools.
• Takes initiative in response to changing circumstances within the organization or markets
• Understanding of industry specific needs and ability to flex support as needed

Interpersonal

• Acts with highest integrity in all areas
• Demonstrates behavior in accordance with Rockwell Automation values
• Independent working behavior
• Provide continuing liaison with sales forces, internal departments within matrix structure, customers, and distribution channels.
• Excellent communication to foster an open environment
• Excellent time management, ability to multitask
• Provides timely information to support effective management of the business

Basic Qualifications

• Ability to travel less than 10%
• Legal authorization to work in the United States is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• High School Diploma or GED, or (Manufacturing only 1 year of experience in lieu of HS Diploma/GED)

Preferred Qualifications

• PC knowledge MS Office Suite especially Outlook, Excel, and PowerPoint
• Familiar with Strategic Account Support or Management
• Bachelors Degree preferred, or High School Diploma or GED
• 4 year of prior experience in customer support with a technology focused organization is required (in roles such as Inside Sales, Inside Technical Support, Strategic Account Support, Customer Support)
• Customer Journey Mapping or Customer or Channel Ecosystem knowledge preferred
• Supply chain experience is preferred
• Project management/lean six sigma is preferred
• Capability to work remotely and on the telephone
• Daily use of CRM packages (Dynamics CRM and SAP- Order Mgmt) preferred

Core Competencies (according to RA competency model)

• Adds value for customers & partners and team members
• Drives productivity
• Demonstrates business & financial acumen
• Contributes professional & technical expertise

The base salary compensation range for this role in California, Colorado, New York, New Jersey, Maine & Washington State is $ 50,400.00 to $75,600.00 with an annual target bonus of 4% of base salary. Actual pay will be based on factors such as skills, knowledge, education, and experience.Our company benefits for the US can be found here

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We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.