Rockwell Automation B.V. is looking for a Customer Care Advocate passionate about customer service and issue resolution. You will be instrumental in delivering a great customer experience by managing Warranty Claims, Order logging and processing, Reverse Logistics, and Invoice correction, while supporting both pre-sales and post-sales customer service functions.

What You'll Do

Resolve customer issues with a positive, solution-oriented approach, prioritizing customer needs.
Manage Order Management, Fulfillment, and Post-Sales operations.
Identify customer requirements and respond with urgency and empathy.
Assess the severity of customer issues to resolve unexpected scenarios.
Identify inefficiencies and contribute to enhancements in workflows and service delivery.
Collaborate with teams to explore and implement alternative solutions that exceed customer expectations.
Contribute to root cause analysis for deviations reported by customers or distributors related to software orders.
Serve as a subject matter expert on business systems supporting software subscription order processing.
Analyze data to identify trends and escalate issues to appropriate channels for resolution.
Partner with Specialists and Business Process Owners to define and promote best practices.
Coordinate with multiple teams (Sales, Finance, Logistics) to ensure seamless service delivery for Orders.
Maintain confidentiality of sensitive technical, financial, and commercial information.
Apply job-specific skills and follow company policies to complete assigned tasks.
Extract and publish reports following established schedules and requirements.
Use official tools such as SAP CRM, ECC, Oracle, and Outlook for regular communication with peers, customers, and teams.
Exhibit proficiency in MS Office applications.
Document processes and workflows to support operational efficiency and knowledge sharing.
Support pre-sales and post-sales customer service functions by assisting customers, sales, and service representatives with questions on returns, repairs, replacements, orders, and delivery schedules.
Schedule field service repair calls, handle requests for additional company materials, maintain records of returns, schedule changes, product enhancements or changes, and product pricing, and resolve return credit problems.

What We're Looking For

Bachelor's degree in Science, Commerce, Business Administration, or equivalent.
4–5 years of proven experience in business operations, with hands-on expertise in Order Management, Fulfilment, and Process improvement, Lean Six Sigma methodology.
High ethical standards; thoughtful, optimistic, and energized by challenges in a work environment.
Ability to assess the severity of support requests and escalate based on urgency.
Experience navigating multiple business systems to process requests within defined service level agreements.
Systematic thinker with experience assessing the severity of customer issues to resolve unexpected customer scenarios and document issues in detail.

Nice to Have

Continuous improvement mindset focused on operational efficiency and process enhancement.
Experience creating detailed work instructions, process documentation, and workflows.
Exposure to audits, service contracts, and global work styles, including remote engagement with customers and distributors.
Proficient in MS Office, Oracle Cloud, and other enterprise tools such as SAP CRM & ECC and Outlook.
Ability to quickly adapt and grow in fast-changing tech environments.

Technical Stack

SAP CRM
SAP ECC
Oracle
Oracle Cloud
MS Office
Outlook

Team & Environment

You will report to a Team Leader Customer Care.

Benefits & Compensation

Comprehensive mindfulness programmes with a premium membership to Calm.
Volunteer Paid Time off available after 6 months of employment for eligible employees.
Company volunteer and donation matching programme.
Employee Assistance Program.
Personalized wellbeing programs through our OnTrack program.
On-demand digital course library for professional development.
... and other local benefits.

Work Mode

This is a hybrid position based in Noida.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace. We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work.