Description

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

ROLE SUMMARY

As part of the Korea Customer Care team, you will

• Support customers, distributor partners, and country customer care teams to strengthen customer loyalty.
• Provide high-quality service in every interaction.
• Complete assigned tasks independently with minimal instructions, and take on new tasks using general guidelines.
• Use job-specific skills to respond to customer inquiries received through toll-free line and public email.

Reporting Line

You will report to Customer Care Team Leader.

RESPONSIBILITIES

Customer Support & Communication

• Be the main contact for customers and partners, responding to inquiries about product availability, order status, pricing, and delivery schedules.
• Communicate promptly through email, phone, and CRM systems, including Oracle Service Cloud.
• Resolve customer escalations by identifying issues, providing solutions, and ensuring customer satisfaction.

Order Management

• Enter, process, and track customer orders using SAP and other designated ERP/CRM systems.
• Monitor open orders and delivery schedules; notify customers immediately of any changes or delays.
• Manage re-manufacturing services, including economy, standard, and priority orders.
• Handle return requests in strict accordance with company policy.
• Work with Quality, Logistics, and Finance teams to process returns, issue replacements, and apply credits without delay.
• Track supply constraints and backlogs; expedite orders to meet customer deadlines.

Field Service

• Review the schedule of qualified Field Service Engineers and arrange dispatch accordingly.
• Create service orders to assign Field Service Engineers and process all incoming service requests.
• Be the local contact for global support teams to ensure smooth coordination and issue resolution.

Others

• You will work with local and global team members to align customer requirements with global service standards.
• Record all customer interactions and maintain documentation according to company policies.
• Identify repeated customer issues and process delays; propose specific improvements to increase efficiency and satisfaction.
• Support achievement of customer satisfaction targets, service level agreements, and quality performance indicators.

The Essentials - You Will Have :

• Bachelor's degree and total 4 - 7 years of experience in customer care or operations.
• Hands-on experience with SAP systems (CRM, ERP, ECC) and Salesforce.
• Proficient in Microsoft Office and other productivity tools.
• Proficient in written and spoken English.
• Understand and meet the needs of customers, distributors, and internal teams.
• Recognize the impact of tasks and suggest practical solutions.
• Understand Customer Care Indicators and take ownership of personal and team performance.
• Build working relationships with colleagues across countries and regions.
• Complete tasks using specialized skills and judgement.

What We Offer :

Our benefits package includes,

• Comprehensive mindfulness programs with a premium membership to Calm.
• Company volunteer and donation matching program - Our company matches your volunteer hours or personal cash donations to an eligible charity 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!

This summary outlines the primary responsibilities of the Customer Care Advocate role but may not include the full scope of tasks.

At Rockwell Automation, we dedicate ourselves to establishing a diverse, equitable and inclusive work environment where all employees trust and belong, enabling and inspiring them to make an impact. 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

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.