Advocate, Customer Experience (ACE)

Requirements

• Minimum 3-5 years in customer service, account management, complaint resolution, or customer experience roles.
• Experience working in global or regional environments within Latin America.
• Background in logistics, transportation, product quality, access/pursuing processes, or technical support .
• Technical Skills
• Experience with customer service processes, escalations, and case management.
• Familiarity with CRM systems and Microsoft Office Suite.
• Required skills
• Experience assisting customers through chat and email support with the and motivate cross‑functional teams.
• Experience evaluating systems for positive end-to-end customer experience and problem‑solving skills, including root cause analysis and corrective action planning.
• Experience handling support requests from a variety of different channels.
• Comfortable working with multicultural and cross‑regional teams.

Benefits

Additional Information

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 Advocate Customer Experience Reports to: Manager Global Location: Mexico City , Brazil or Colombia Modality: Hybrid Main Responsibilities Oversee the customer experience Serve as the primary liaison for customer complaints and escalations, addressing issues promptly, and with a focus on customer satisfaction. Support global operations Provide support to teams across North America, Europe, and occasionally Asia , ensuring Experience interpreting and responding to customer requests, understanding, and follow‑through across time zones and regions. Cross‑functional collaboration Work with Sales, Supply Chain, Logistics, Transportation, Product Quality, and Tech Support teams to understand issues, assess impact, and define the desired outcomes for customers. Operational case management Handle and coordinate cases related to access, pursuing, logistics, transportation, product quality, and technical support , ensuring efficient resolution and proper documentation. Lead root cause analysis Partner with teams to investigate issues, identify causes, and guide corrective and preventive actions that improve customer experience. Promote accountability Identify the right team members, escalate, and motivate cross‑functional teams to provide solutions. 5+ years of experience assisting customers through chat and email support Develop clear action plans, track progress, and provide updates to all partners at all organizational levels. Innovate and problem‑solve Resolve multiple customer issues using creative, structured, and customer‑centric approaches that strengthen trust and long‑term loyalty. What Success Is Resolve customer complaints. Measurable improvements in Customer Satisfaction , Sales Satisfaction , and Issue Resolution Indicators . , proactive relationships with global cross‑functional teams. Clear, Experience interpreting and responding to customer requests that keeps all team members aligned. Required Skills and Qualifications Education Bachelor's degree in Business, Engineering, Supply Chain, or a related field (or equivalent experience). Languages Fluent in Spanish and English .

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