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Rockwell Automation, Inc

Customer Care Rep

Rockwell Automation, Inc - Cleveland, OH

Position Summary:

The Customer Care Order Management Department is the primary contact for all Rockwell Automation distributors, customers, and other Rockwell Automation employees (typically field sales personnel) calling for assistance and direction with delivery improvement requests and expediting, order prioritization, price and availability requests, part number validation, and any other general pre and post sales order related issues.

The Customer Care Representative for direct customers is the single point of contact for all price and delivery, order entry, order status, order maintenance, and delivery improvement requests for a specific set of direct customer accounts. Under general direction and with minimal supervision, the Customer Care Representative is responsible for analyzing and interpreting incoming requests through multiple sources, including telephone, email, and other electronic media. The Customer Care Representative utilizes knowledge of Rockwell Automation organization, products & services, electronic tools and administrative policies/procedures to determine the nature of assistance needed. The Representative interfaces daily with a broad spectrum of functions such as supply chain, traffic, credits and returns and accounts receivable to guide the customer's issue to resolution.

Responsibilities include, but are not limited to:

Delivering exceptional customer care by responding to questions concerning distributor questions in a timely manner

Provide excellent and prompt service to incoming customer inquiries, by actively listening to distributor's requests

Grow and nurture customer relationships on each and every interaction that result in measurable value

Ability to prioritize multiple tasks and be responsible to follow-up accordingly

Maintain acceptable performance standards, including effectiveness, efficiency and quality

Serve as liaison with other areas of the Rockwell Automation's organization to provide a seamless service experience

Problem solving which may include routine to complex issues that may require extensive research, additional tools and customer follow-up

Capture pertinent information and enter into the appropriate business system as described in standard operating procedures, adhere to data collection guidelines as outlined

Proactive emphasis on completing end to end service experience

Key Critical Competencies:

Professional/Technical Excellence

Use of Technology

Collaboration & Teamwork


Customer & Partner Focus

Process Improvement


Courage Amidst Change

Information Sharing

EOE, M/F/Disable, Vet

Minimum Qualifications:

Minimum Qualifications:

Minimum of 2 years of client contact experience in the customer service field

High School Diploma or Equivalent required

Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening

Desired Qualifications:

Bachelor's Degree preferred

SAP experience

Excellent communication and written skills

Highly effective negotiation skills, including the ability to deal with situations with a high level of patience, tact and diplomacy

Exceptional interpersonal and relationship building skills

Effective and accurate decision-making skills

Computer (including keyboarding proficiency) skills including MS Office suite and Web tools

Experience and ability to multi-task and prioritize workload

Able to work independently

Willingness to continuously learn and embrace change

Ability to work effectively and cooperatively in teams and across functional groups

Requisition Number:


Business Group:

Global Sales & Marketing

Job Category:

Sales, Services, and Solutions

Relocation Eligible:


Position Type:

No. of Positions:


Work State/City:

Mayfield Heights - Ohio, Milwaukee - Wisconsin

Company Overview:

Rockwell Automation, the world's largest company dedicated to industrial automation, makes its customers more productive and the world more sustainable. Throughout the world, our flagship Allen-Bradley® and Rockwell Software® product brands are recognized for innovation and excellence.

When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.

You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth - and career opportunities.

As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.

EEO Statement:

Rockwell Automation is an Equal Opportunity/Affirmative Action employer.

If you are an individual with a disability and you need assistance or an accommodation during the application process, email our Talent Acquisition representative at (see application details).

Download the EEO is the Law poster and the supplement for more information.


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7 days 18 hours ago

Rockwell Automation, Inc


Customer Care Rep Rockwell Automation, Inc - Cleveland, OH, United States


Location: Cleveland, OH

Company Profile:
Rockwell Automation, the world's largest company dedicated to industrial automation, makes its customers more productive and the world more sustainable. Throughout the world, our flagship Allen-Bradley® and Rockwell Software® product brands are recognized for innovation and excellence.