Customer Care Advocate bei Rockwell Automation

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

Job Description

Position Summary:

As a Customer Care Advocate, you are passionate about customer service and resolving issues to deliver a great customer experience every time! You are excited about working in an environment, where no two days are the same, embracing change and thriving on the challenge of delivering the best possible outcomes for customers. You will manage the facilitation of contract requests and software orders, allowing Rockwell Automation to meet the urgent demands of our global customers. Additionally, you will be focused on identifying process improvement opportunities and helping bring those opportunities to implementation.

You will report to the Supervisor CC Software Portal and have a hybrid schedule working in Noida or Pune, India.

Your Responsibilities:

• Resolve customer issues with a positive, solution-oriented approach, prioritising customer needs.
• Demonstrate prior experience in Order Management, Fulfilment, and SaaS (Software as a Service) operations.
• Identify customer requirements and respond with urgency and empathy.
• Apply Experience assessing the severity of customer issues to assess and resolve unexpected scenarios raised by customers.
• Demonstrate a process improvement mindset by identifying inefficiencies and contributing to enhancements in workflows and service delivery.
• Collaborate with our 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.
• Be a subject matter expert on business systems supporting software subscription order processing.
• Analyse 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 (Commercial, Technical Support, and Billing) to ensure seamless service delivery for software 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 our requirements.
• Use official tools such as Salesforce, Hybris, SAP, Oracle, and Outlook for regular communication with peers, customers, and our teams.
• Exhibit proficiency in MS Office applications.
• Document processes and workflows to support operational efficiency and knowledge sharing.

The Essentials - You Will Have:

• 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 SaaS operations.
• Ethical standards; thoughtful, optimistic, and energised by challenges in a work environment.
• Assess the severity of support requests and escalating based on urgency.
• Can navigate multiple business systems to process requests within defined service level agreements.
• Systematic thinker Experience assessing the severity of customer issues to resolve unexpected customer scenarios and document issues in detail.

The Preferred - You Might Also Have:

• Continuous improvement mindset focused on operational efficiency and process enhancement.
• Experienced in 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 Salesforce, Hybris, SAP, and Outlook.
• Quick to adapt and grow in fast-changing tech environments.

What We Offer:

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees.
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development

... and other local benefits

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

#LI-Hybrid or #LI-AE1

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.