Customer Care Advocate

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

As part of the Korea Customer Care team, you will

*Support customers, distributor partners, and country customer care teams to strengthen customer loyalty.

*Provide high-quality service in every interaction.

*Complete assigned tasks independently with minimal instructions, and take on new tasks using general guidelines.

*Use job-specific skills to respond to customer inquiries received through toll-free line and public email.

Reporting Line :

You will report to Customer Care Team Leader.

RESPONSIBILITIES

[Customer Support & Communication]

*Be the main contact for customers and partners, responding to inquiries about product availability, order status, pricing, and delivery schedules.

*Communicate promptly through email, phone, and CRM systems, including Oracle Service Cloud.

*Resolve customer escalations by identifying issues, providing solutions, and ensuring customer satisfaction.

[Order Management]

*Enter, process, and track customer orders using SAP and other designated ERP/CRM systems.

*Monitor open orders and delivery schedules; notify customers immediately of any changes or delays.

*Manage re-manufacturing services, including economy, standard, and priority orders.

*Handle return requests in strict accordance with company policy.

*Work with Quality, Logistics, and Finance teams to process returns, issue replacements, and apply credits without delay.

*Track supply constraints and backlogs; expedite orders to meet customer deadlines.

[Field Service]

*Review the schedule of qualified Field Service Engineers and arrange dispatch accordingly.

*Create service orders to assign Field Service Engineers and process all incoming service requests.

*Be the local contact for global support teams to ensure smooth coordination and issue resolution.

[Others]

*You will work with local and global team members to align customer requirements with global service standards.

*Record all customer interactions and maintain documentation according to company policies.

*Identify repeated customer issues and process delays; propose specific improvements to increase efficiency and satisfaction.

*Support achievement of customer satisfaction targets, service level agreements, and quality performance indicators.

The Essentials - You Will Have :

*Total 1 - 4 years of experience in customer care or operations.

*Hands-on experience with SAP systems (CRM, ERP, ECC).

*Proficient in Microsoft Office and other productivity tools.

*Proficient in written and spoken English.

*Understand and meet the needs of customers, distributors, and internal teams.

*Recognize the impact of tasks and suggest practical solutions.

*Understand Customer Care Indicators and take ownership of personal and team performance.

*Build working relationships with colleagues across countries and regions.

*Complete tasks using specialized skills and judgement.

• 경력 1~4년차 대상

• 대학졸업(2,3년)이상