Customer Care Advocate II - Marathon Electric

Since 1913, Marathon Electric has been dedicated to providing customers with quality motors and generators for targeted applications. Marathon Electric became part of WEG Group in 2024. Founded in 1961, WEG is a global electric-electronic equipment company, operating mainly in the capital goods sector with solutions in electric machines, automation and paints for several sectors, including infrastructure, steel, pulp and paper, oil and gas, mining, among many others. WEG stands out in innovation by constantly developing solutions to meet the major trends in energy efficiency, renewable energy and electric mobility. With manufacturing units in 12 countries and present in more than 135 countries, WEG has more than 40,000 employees worldwide.

We value generation of professional and personal development opportunities, human rights, diversity and the environment. We invest in solutions for reduction of carbon emissions and encourage our people to be engaged in social activities where we have our operations, with focus on health and education. We work as a team within a friendly way allowing sharing of ideas. We get together and share knowledge and skills to continuously improve our decision-making process.

The Customer Care Advocate serves as the primary contact for requests for orders, quotes, product questions, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness

A Customer Care Advocate will resolve issues with limited authority and offer solutions within the Customer Care department guidelines. A CCA is proficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information. CCA has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries.

Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care Role is an excellent opportunity to join a forward thinking, dynamic, global Customer Care Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement.

Responsibilities:

• Collaborates with other teams to drive resolution/shipment on open order reports
• Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures
• Responsible for building strong customer relationships and delivering customer-centric solutions.
• Support corporate initiatives designed to overserve our customers while providing an effortless customer experience
• Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals
• Handles customer escalations, autonomously with first contact resolution when possible.
• Work with internal teams with a high sense of accountability and urgency
• Works with internal partners (Credit, Planning, Shipping, etc…) to drive resolution on customer-impacting issues
• Contributes to training initiatives within department & actively involved in providing input in the creation of Training Tools and Job Aids
• Escalation point for newer associates within customer care department
• Handles conflict situations effectively, with a minimum assistance
• Handles complex customer inquiries with expanded product knowledge
• Proactively suggests product substitution/interchanges independently and demonstrates a high level of proficiency in catalog and eCommerce tools navigation
• Support Customer Service Team and Customers with advanced technical skills to troubleshoot issues and provide solutions.
• Provide product interchange as required when customer places an order or is requesting a quote
• Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings
• Provide ongoing advanced technical support to all internal stakeholders as required.
• Calls are recorded for training and quality purposes

Education, Experience & Skills Required:

• High School diploma required. College degree or equivalent work experience preferred
• Three years of professional Customer Care experience required
• Exp. with business tools such as SharePoint, MS Teams, Windows Operating Systems required.
• Experience with Oracle &/or SAP (or other ERP systems) preferred
• Demonstrated mechanical or technical aptitude & ability to read drawings desired.
• Consistently demonstrates ability to work in a highly dynamic team and fast-paced environment with continuous challenges
• Excellent communication/interpersonal & organizational skills
• Excellent ability to manage daily workload

Benefits:

• 401(k) and company match
• Dental, Medical, & Vision insurance
• Employee assistance program
• Employee discounts
• Flexible spending account
• Health savings account
• Life insurance
• Paid time off
• Onsite Fitness Center
• Onsite Physical Therapy

About WEG Electric Corp.

WEG is the largest industrial electric motor manufacturer in the Americas and one of the largest manufacturers of electric motors in the world producing more than 21 million units annually. Founded in 1961, WEG operates mainly in the sector of capital goods, having five main businesses: Motors, Energy, Automation, Coatings Transmission & Distribution, providing global solutions for electric motors, variable frequency drives, soft starters, controls, panels, transformers, and generators. The US corporate office is located in Duluth, GA with manufacturing units in Minnesota, Indiana and Missouri with over 30 thousand employees worldwide. Visit our website to learn more: www.weg.net

We offer a pleasant work environment, competitive compensation and full benefits package. To Apply: All candidates must submit an updated resume and complete our application in order to be considered for this position. Must be authorized to work in the United States. WEG does not offer visa sponsorship for this role.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran, or other protected status.