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 thework 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
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 TCIQ, Consolidated Renewals and software orders, allowing Rockwell Automation to meet the urgent demands of our global customers. Additionally, you will focus on identifying process improvement opportunities and help bring those opportunities to implementation.
You will report to the Supervisor Customer Care Software Portal and have a hybrid schedule working in Noida, Bangalore or Pune, India.
Your Responsibilities:
- Resolve customer issues with a positive, solution‑oriented mindset, always prioritising customer needs.
- Demonstrate knowledge and oversee Order Management, Order Fulfilment, SaaS (Software as a Service) operations, Tech Connect IQ (TCIQ), and Consolidated Renewals (TCIQ + Software).
- Identify customer requirements and respond with urgency, clarity, and empathy.
- Apply experience assessing the severity of customer issues to assess and resolve unexpected scenarios raised by customers across software, TCIQ, and consolidated renewal workflows.
- Demonstrate a process‑improvement mindset by identifying inefficiencies and contributing to enhancements in workflows and service delivery.
- Collaborate with other 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, TCIQ orders, and consolidated renewals.
- Analyse data to identify operational trends and escalate issues to appropriate channels for resolution.
- Partner with Specialists and Business Process Owners to define and promote best practices across software, TCIQ, and consolidated renewal orders.
- Coordinate with other teams to ensure seamless service delivery.
- Maintain confidentiality of sensitive technical, financial, and commercial information.
- Apply job-specific skills and follow company policies to complete assigned tasks.
- Use official tools such as Salesforce, Hybris, SAP, Oracle, RADAR, and Outlook for communication, case handling, and process execution.
- Document processes, workflows, and troubleshooting guides to support operational efficiency and knowledge sharing.
The Essentials - You Will Have:
- Bachelor's degree in science, Commerce, Business Administration, or equivalent.
- 2-3 years of proven experience in business operations with hands‑on expertise in Order Management, Fulfilment and Customer Service.
- Ethical standards thoughtful, optimistic, and energised by challenges in a environment.
- Experience assessing the severity of support requests and escalating based on urgency.
- Can navigate multiple business systems to process software, TCIQ, and consolidated renewal-related requests within defined SLAs.
- 3+ years of experience evaluating systems for positive end-to-end customer experience to resolve unexpected customer scenarios and document issues in detail.
- Demonstrate a 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.
- We consider experience with MS Office, Oracle Cloud, and enterprise applications such as Salesforce and SAP an added advantage.
- Quick to adapt and grow in fast‑changing tech and renewal environments.
The Preferred - You Might Also Have:
- Good communication skills is required
- Experience in Order to cash, workstreem and customer service skills are required
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!
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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.
