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Offer: Customer Care Manager:Rockwell Automation

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Rockwell Automation

Customer Care Manager

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Job detail
Position Summary

The primary responsibility of the Customer Care Manager is to set the direction and culture of the North America Customer Care organization by managing individual/team performance expectations and goals, developing employees through continuous coaching and feedback, maintaining focus on improving the customer practice and serving as a point of contact for escalated contact resolutions. Reporting to the Director, NA Customer Care, the function supports the implementation of the regional and/or global strategy around improving the customer practice.

This position will specifically be focused on post sales transactions (i.e., returns, billing adjustments, SFSAC, etc.) and be responsible for developing innovative solutions to improve the customer practice.

   » Helps develop strategies that will position Rockwell Automation as a world-class contact center.
   » Communicates strategy and motivates the team toward achieving the business vision.
   » Solves complex business issues and excels at execution.
   » Provides leadership abilities, guidance and direction to a team of managers
   » Leads team to achieve and deliver excellent levels of customer service and delivers tight operational financial controls in a cost effective manner.
   » capability to effectively negotiate and influence across multiple business units and geographies, while influencing positive change through consciousness, knowledge, acceptance and engagement.
leadership abilities
   » Accountcapability for meeting commitments and deadlines. Demonstrates principled leadership abilities and sound business ethics.
   » Creates an environment that fosters teamwork and accountcapability that positively impacts the customer practice
   » Establishes and maintains smooth working relationships with key stakeholders.
   » Embraces change and supports a data-driven approach to continuous improvement.
   » Demonstrates courage amidst change and the capability to lead, motivate and energize teams in transition.
   » Demonstrates the capability to influence and gain support from team members not under direct control.
   » Takes personal responsibility to make decisions and take action.INTERPERSONAL
   » Effectively collaborates and teams with management team and employees across entire Customer Care Organization to drive strategic vision.
   » Inspires trust and confidence from entire Customer Care Organization.
   » Communicates clearly and persuasively to all levels of management
   » Works cooperatively with the teams that have different cultures and practices.BUSINESS
   » Support development of business strategies that position the organization to increase its competitive position and effectiveness.
   » Stays current on trends and best practices in a service industry
   » capability to keep focus on long term trends and business needs, while ensuring short term results
   » Strong analytical and project management expertise are required for success.
   » Ensures thorough familiarity with company policies and procedures. Appropriately applies policies and procedures in compliance with government laws. Policies and procedures include, but not limited to: Standards of Business Conduct, Intellectual Property, Control Environment, Information Protection, ISO 9000 & 14000, government regulations (e.g. health, safety, quality and environmental), and functional policies published on the Rockwell Automation Information Network.
   » Trains and motivates others in the importance of full compliance with the letter and spirit of such policies and procedures.
EOE, M/F/Disable, Vet

Minimum Qualifications
   » Bachelor Degree in a business, supply chain or engineering field is required.Supply Chain background preferred.
   » 8+ years of practice in people management position.
   » 3+ years of practice in supply chain
   » Approximately 25% domestic travel is 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.
   » capability to influence others
   » Strong analytical and decision making abilities
   » Excellent communication expertise (both verbal and written)
   » Demonstrated project management expertise.
   » Able to work in a teaming environment are essential expertise.
   » Supply Chain background is preferred.
Company Overview

Rockwell Automation, the worldu0027s largest company dedicated to industrial automation, makes its customers more productive and the world more sustainable. all over 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 abilities 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 compensateing 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 discapability and you need assistance or an accommodation during the application process, email our Talent Acquisition representative at

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

Job Information
   » Job location: Mayfield Heights, Wisconsin, United States
   » Listing ID: 39421954
   » Published: February 14, 2018
   » Position Title:Customer Care Manager
   » Employer's nameRockwell Automation
   » Listing Function:Other

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Job Category: Other [ View All Other Jobs ]
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Salary: Unspecified
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Job Location: Mayfield Heights, Wisconsin
Company Type Employer
Post Date: 02/14/2018 / Viewed 6 times
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Company: Rockwell Automation
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