{"id":3199656,"url":"https://alion.io/job/regal-rexnord-supervisor-customer-care","title":"Supervisor, Customer Care","company":{"id":1922569,"name":"Regal Rexnord","domain":"regalrexnord.com","url":"https://alion.io/company/regalrexnord","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":93,"ghost_share":0,"stale_share":0.968,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-29T00:00:00Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-11-03T01:57:49Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"Work Model: You’ll work in a hybrid model, onsite at your designated Regal Rexnord location, with flexibility to work remotely.____________________\nPosition Summary:\nProvide leadership and direction through effective communication to all customer service personnel including co-supervisors and management within the supported team/s and department. Support specific escalated customer service activities providing sales growth opportunities for lines of businesses as assigned.\nMajor Responsibilities\nI. Bay Management\nMeets and exceeds key performance indicators set by the business. \nLeads, drive and motivate the team for continuous improvements towards achievement of set goals \nMonitors team performance daily. \nAnalyze stats trends and formulate/implement action plans to ensure continuous improvement \nAdheres to business workflows set by the division \nAssists and supports subordinates towards first call resolution by providing real time solution \nCommunicates key imperatives and team’s strategies during pre-shifts \nCreates daily and /or weekly goals directly related to the business’ mission and vision \nSets team and individual goals that compliment overall strategy \nII. Monitoring, Coaching & Mentoring\nConducts documented monitoring sessions with feedback provided to the subordinate. \nProvides individual development plans highlighting specific improvement plans \nProvides direction & sound advice to the team members (mentor role) \nIdentifies team issues and provide sound advise based on good judgment \nDevelops and train team’s logical problem-solving skills. \nRelays important updates to subordinates \nDevelops own resources and utilizes creative resolutions to resolve problems \nFlags up personal training requirements to Customer Service Manager. \nConducts Quality Monitoring for recorded and real time calls /emails/chat and provides feedback to CSRs \nCalibration with Learning and Development Team, Customer Service Manager and tenured CSRs in monitoring calls/emails/chat for quality assurance. \nSupports Training Team in all aspects of advanced product and process trainings of Customer Service Department. \nIII. Ensure (by inspection) day to day business practices are incorporated\nRespond timely and accurately to escalations of the subordinates\nVerifies problem and validates escalation prior to further escalation\nEscalates problem only when necessary and aid towards resolution\nMaintains a line of communication with the identified escalation points\nAdheres to Regal defined processes & procedures\nMakes decisions on how to address and resolve customer situations\nWorks directly with POCs from different departments to support both internal and external demands\nAssists in the development of product and process training modules under the direction of management\nDelivers product and process trainings to new hires, peers and other internal personnel. \nIV. Timely completion of administrative tasks\nProvides Customer Service Manager with daily update of headcount and absence. \nMaintains acceptable levels for granting vacation and holidays. \nEfficiently manage activities and utilization of the team \nAdheres closely to daily schedules while other assigned tasks are executed on time \nPrepares reporting requirements to immediate supervisor and client. \nCoordinates with various functional groups for team requirements \nAssists in interviews (Phone screen, on-site) and departmental personnel attendance for customer service staff \nV. Maintain positive work environment\nAllocates ample time on the floor coaching, monitoring and mentoring subordinates. \nEffectively and consistently administrates all HR policies and practices \nPromotes consistent and fair administrations of open communication lines \nConducts weekly continuous improvement meetings with the team with updates on performance barriers and recognition of improvement areas. \nDelivers and maintains consistent expectations to all team members. \nVI. Maintain 2-Way communication both up and down the chain of command\nEstablishes and maintain daily dialogue with Customer Service Manager and subordinates. \nProvides Customer Service Manager with status update on projects and programs \nConducts pertinent and timely pre-shifts with the team. \nHandling everyday crisis (support tools/ERPs/Telecoms downtime or any operational issues). \nVII. Performs subordinate functions and responsibilities when needed\nProcesses all customer orders though phone, fax and email. \nProvides price and availability information to standard items. \nProcesses requests for special items (MTO), reworks and brand authorization for specific orders. \nProduct Information Support: Offers alternative/suggestive selling and product interchanges and provides basic catalog information to CSR’s, and customers. \nProcesses claims and return goods authorization (RGA) after analysis of customer inquiry. \nCoordinates with PTS US escalation points on expedites, technical assistance, pricing information, e-business, product samples, account set-up and sales. \nProcess all requests for order maintenance on cancellations, delays, accelerations and quantity changes. \nManage, review, and maintenance all open backorders on a regular basis to ensure proper release and shipment based on specific customer instruction. \nCoordinate the order’s release, invoice by date, picking, billing and shipping of orders with credit and collections team, distribution and logistics team for standard, reworked or modified products in conjunction with the customer’s requested date, distribution workload and availability of goods. \nProtect PTS accountability by ensuring distributors, orders and shipments are trade-compliant based on ITC guidelines. \nMaintains and updates all records of customer profile information at Oracle CRM or any central repository. \nParticipate in sales-driven projects and team initiatives. \nProvide value-added services to customers and sales team. \nPerforms initiatives on team needs to help improve oneself and the team. \nRequired Education / Experience / Skills:\n4 Year College Degree \nAdvanced customer service experience \nExperience in Regal Customer Service operations is preferred \nPC skills: PowerPoint, Word, Excel, Access, E-mail/Outlook, Internet/Intranet for business functions \nUnderstanding - ability to clearly communicate product terminology, features and functionality \nDisplays the following: \nLeadership qualities and skills- Good people skills, able to handle difficult situations with customers as well as maintain cooperative relationships with all departments within the organization \nNegotiation and Analytical skills \nKnowledge of policy and procedures of the company \nDemonstrate strong problem-solving and troubleshooting skills \nDetermine best way to meet the needs of the business and customers \nHas the initiative to improve people, process and procedures \nStrong and professional written and oral communication skills required \nWorks well with high volumes, prioritizing and multitasking \nWorks under minimal supervision \nTravel: Not Required\nLanguage: English\n#LI_Hybrid\nAbout Regal Rexnord\nRegal Rexnord is a publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company’s electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company’s automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.\nThe Company’s end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.\nRegal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com.\nNotification to Agencies: Please note that Regal Rexnord Corporation and its affiliates and subsidiaries (\"Regal Rexnord\") do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition, Regal Rexnord will not consider or approve payment to any third-parties for hires made.","description_format":"text","description_chars":8819,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Industrial Machinery","Motors, Drives & Motion Control"],"lifecycle":[{"event":"open","at":"2026-10-24T07:45:16Z"}],"visa":[],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.495,"p_room":0.55,"age_days":35,"expected_fill_days":32,"reasons":["conf:3","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/regal-rexnord-supervisor-customer-care","json_url":"https://alion.io/job/regal-rexnord-supervisor-customer-care.json","meta":{"generated_at":"2026-11-03T06:07:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8340,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1922569},"rest":"https://alion.io/mcp/rest/get_company?id=1922569"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fregal-rexnord-supervisor-customer-care"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fregal-rexnord-supervisor-customer-care"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fregal-rexnord-supervisor-customer-care"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/regal-rexnord-supervisor-customer-care\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fregal-rexnord-supervisor-customer-care"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3199656}},{"tool":"search_jobs","arguments":{"company":"regalrexnord.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3199656},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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