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 Customer Care Representative - Milwaukee, Wisconsin, United States

Job information
Posted by: Rockwell Automation 
Hiring entity type: Manufacturing 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Administrative - Other
Customer service & support
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Spanish - Fluent
Portuguese - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 2597043 / Latpro-3652002 
Date posted: Nov-29-2018
State, Zip: Wisconsin, 53204


Position Summary:

Under general direction of direct Supervisor or other member of the Customer Care Management Team, review, revise, analyze, and authorize special pricing agreement claim requests and accounts receivable issues across all product lines, RA Distributors through the utilization of the current and appropriate business systems.

Essential Functions:

Process requests for claims (rebates) or credit utilizing all business tools/systems available.
Review messages, emails or audix relating to discrepancies and/or questions. Contact the appropriate Rockwell Automation personnel as required for assistance in resolution.
Manage workload, establish priorities and review processes for improvements and initiate corrective action as necessary or required.
Adhere to and enforce as necessary, SPA Claims Policy and Delegation of Authority limits as they apply to credit requests and/or rebates.
Execute sound judgment in resolving customer issues according to company policy in a timely manner.

Display integrity and ethics in all interactions with distributors, customers and personnel within Rockwell Automation.
Analyze the root cause of issues, take corrective action and evaluate the impact of the problem on other similar transactions.  If appropriate take additional corrective actions and share results with supervisor and team members.
Take responsibility for continuous development and performance.
Identify, research, analyze and implement process improvement ideas in primary work area and across work areas.
May lead a small work group or direct the activities of those with less experience.

Coordinates and provides support and training relevant to position for Rockwell Automation personnel as required.
Lead or represent Customer Care SPA Claims processes in project management activities with other business units as necessary or required.

Resolves discrepancies and initiates corrective action expeditiously.
Coordinates with customer and Rockwell Automation personnel to research rebate questions and negotiate resolutions. 
Coordinate resolution of accounts receivable discrepancies with the Corporate Credit Department as necessary.  Issue/authorize credit based on delegation of authority level.
Provide review and approval to distributor's credit/rebate request on a daily basis.
Responsible for specific distributor partner's rebates and support.  Work directly with the distributor on questions and drive resolution to any processing issues or concerns.
Prepare monthly activity reports.  Support preparation of monthly metric reports and graphs as required.
Ensures familiarity of, and adherence to, 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.
EOE, M/F/Disabled, Vet



Basic Qualifications:

  • 1 year of technical school work.
  • 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

Preferred Qualifications

  • Multilingual - Ability to communicate verbally and written in Spanish and Portuguese

  • Associate degree or higher

  • Experience utilizing Microsoft Excel

  • Bachelor degree preferred.

  • Minimum of two years commercial business experience

  • Computer skills including one year of electronic business system experience, SAP experience preferred

  • Familiarity with basic accounting or finance methodology

  • Ability to communicate effectively within a team and to internal/external customers

  • Proven negotiation skills in the successful resolution of customer issues

  • Able to work independently

This is a summary of the position's responsibilities and does not reflect the entire scope of work expectations.

Requisition Number:

Business Group:
Global Sales & Marketing

Job Category:
Supply Chain and Operations

Relocation Eligible:

Position Type:
Full Time

No. of Positions:

Work State/City:
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(R) and Rockwell Software(R) 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.


See job description


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