Sr. Customer Experience Account Manager
About this role
Are you inspired by challenging the status quo? Do you thrive in collaborative environments that drive results? If so, Gates could be for you.
Gates is a leading manufacturer of application-specific fluid power and power transmission solutions. We push the boundaries of material science to engineer solutions that continually exceed customer expectations.
Let's simplify it, think belts and hoses. Found in motorcycles, conveyor belts, cars, tractors, blenders, vacuum cleaners, bicycles, & 3D printers just to name a few. Because why not do it all?
WHAT TO EXPECT
As an innovation leader, we look for ambitious, forward thinking, open-minded and well-rounded individuals to join our global team. Located in our Poplar Bluff, MO plant, you will be an Sr. Customer Experience Representative.
As a Customer Experience Representative, you will deliver exceptional service to our customers across North America while serving as the primary point of contact for distributor and OEM accounts. You'll manage inquiries related to pricing, orders, scheduling, and shipping, collaborate with cross-functional teams to resolve customer issues, and build lasting customer relationships. This is an opportunity to join a collaborative, customer-focused team where you'll receive comprehensive training and play a key role in delivering the best possible customer experience.
Key responsibilities (to name a few):
- Develop expertise across customer service processes through on-the-job training and experience.
- Apply broad knowledge of customer service procedures, systems, and departmental processes to support daily operations.
- Independently manage key customer accounts, including order management, customer portals, data analysis, and open order reporting to meet delivery requirements.
- Respond to customer inquiries regarding pricing, product availability, order status, shipping, returns, and emergency orders, with a focus on first-call resolution.
- Coordinate and expedite production schedules to meet customer delivery expectations.
- Provide product information, competitive product cross-references, and suitable product substitutions.
- Maintain accurate customer cases and interactions using Salesforce.com CRM or a similar system.
- Support team performance by contributing to monthly customer experience goals and metrics.
ABOUT YOU
- 5 plus years of customer service experience, preferably in a fast-paced, dynamic environment.
- Bachelor's degree preferred.
- Proficient computer skills, including experience with Microsoft Office Suite
- Strong verbal and written communication skills with the ability to build relationships and effectively collaborate with customers and cross-functional teams.
- Excellent organizational, problem-solving, and multitasking skills with strong attention to detail.
- Ability to prioritize competing demands and thrive in a fast-paced, customer-focused environment.
- Must be legally authorized to work in the United States without company sponsorship
BENEFITS
- Full-Time
- Bonus Eligible
- Medical, Dental, Vision insurance and other voluntary benefit options:
- Benefits begin on the first day of the month immediately following your date of hire
- Eligible for 3 weeks of paid vacation, additionally 8 sick days
- 11 paid holidays
- 401(k): company matching up to 6%
- Tuition Reimbursement
- Employee Discounts
WHY GATES?
Founded in 1911 in Denver, Colorado, Gates is publicly traded on the NYSE. While we might operate in a vast amount of time zones we operate as 'One Gates' and have a common goal of pushing the boundaries of materials science. We invest in our people, bringing real-world experience that enables us to solve our customers' diverse challenges of today and anticipate those of tomorrow.
WORK ENVIRONMENT
Gates is an Equal Opportunity and is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of race, sex, color, religion, age, disability, pregnancy, citizenship, sexual orientation, gender identity, national origin, protected veteran status, genetic information, marital status, or any other consideration defined by law.
Company at a glance
We are a leading manufacturer of application-specific fluid power and power transmission solutions. At Gates, we are driven to push the boundaries of materials science to engineer products that continually exceed expectations.
We don’t rest on our rich heritage of innovation. We leverage it to inspire solutions that will power the next hundred years. We invest continually in R&D and technology, so our products not only outperform industry standards; they exceed our customers’ demanding expectations. We invest in our people, bringing real-world experience that enables us to solve our customers’ diverse challenges of today and anticipate those of tomorrow. And we are constantly expanding our product catalog and value-added service offerings to support every facet of our customers’ operations. In the most extreme environments and those more familiar, Gates is there with the right product, in the right place at the right time. Whether building original equipment or maintaining products in the aftermarket, we enable companies in every industry to be more efficient, productive, and profitable. We are Gates.
Top Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Paid Vacation
- Paid Holidays
- Sick Days
- 401k Company Contribution
- 401k Company Match
- Tuition Reimbursement
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