Customer Experience Representative

Gates Corporation
vision insurance, sick time, tuition reimbursement, 401(k)
United States, Colorado, Denver
Dec 20, 2024
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. As a Customer Experience Representative at Gates, you will be responsible for delivering the best service experience possible to our clients in North America. This is an exciting opportunity to expand your skillset and increase knowledge around customer relationships, analyzing data and Gates products that are used across hundreds of industries. This isn't your typical customer service team, you will be joining a truly innovative and customer-focused department which sets us apart from our competitors. Great service and product quality are what differentiates Gates from the rest. The customer experience team takes pride in cultivating these key relationships with all of our customers and has fun doing it! Great service experience drives customer decisions to buy from Gates, Customer Experience plays a key role in growing our business. You will act as the primary point of contact for many of our Gates key clients and manage resolution of pricing, scheduling and shipping issues. You will also act as first point of escalation to resolve and independently provide cross-functional guidance on complex customer issues. Our clients are distributors and/or original equipment manufacturers. We will teach you all about our business to ensure you are successful. We succeed as a team. Key Responsibilities (to name a few): Your objective will be independently managing key customer accounts, managing customer portals and scorecards, product setup details and analyzing open order reports to meet customer delivery requirements. Manages incoming customer emails and calls regarding pricing and availability, product set up, quote requests, emergency order expediting, backorder status, tracking/shipping information, freight forwarders, and returns to achieve first contact resolution goals. Assigns appropriate prioritization of customer needs, deciding on level of prioritization and taking action accordingly. Owns customer escalation process and contact with client. Maintains internal communication to align departments. Independently researches and provides customers with Gates product information, competitive product interchange, and product substitutions. Makes proactive outreach to customers making them aware of excess and obsolete product. Works with SAP C4C email ticketing system and Genesys phone software. Accountable for maintaining and meeting Customer Experience monthly metrics. Key metrics include response time, issue resolution and customer satisfaction. ABOUT YOU 3-5 years of relevant work experience, preferably with a focus on customer service in a fast-paced, dynamic environment. Manufacturing experience is also a plus Bachelor's Degree, preferred Strong written and verbal communication skills Requires decisiveness and willingness to take independent action based on individual customer issues Excellent listening skills Self-starter with attention to detail and drive to ensure customer success through relentless follow-up Experience building relationships with customers and collaborating with a team Interest in learning about our complex and unique customers in the Industrial and Automotive markets Disciplined and supportive of guidelines, polices, and metrics as established by the CX team Proficiency with Microsoft Word, Excel, and ability to work within database systems Must be legally authorized to work in the United States on a permanent basis without sponsorship PAY & BENEFITS Full-Time Compensation Range - $24.52-$26.44 per hour Relocation is not provided 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 + 11 holidays (9 scheduled & 2 floating) + 8 sick days 401(k): 3% company contribution and additional 3% company match Tuition Reimbursement Learn more about the benefits we provide at www.gateshealth.com 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. While we expect the best, we also want to give you the best. That's why at Gates we provide an environment where people can succeed from our policy of 'Dress for your Day' (yes - that means you can wear jeans), health club reimbursement, to your ownership of your work/life balance and more. Visit www.gates.com/careers to learn more. WORK ENVIRONMENT At Gates, we believe that we are better together. Proximity has been important to our success over the years as there are critical items that are simply better when done together. One of those critical items is efficient collaboration. We cannot underestimate the power of informal conversations and connecting face-to-face with our coworkers. While performing the duties of this job, the employee is frequently required to sit; use hands and fingers to work with objects, tools, or controls; and use office equipment including computers, telephones, and/or copiers/scanners. The employee must frequently lift and/or move up to 10 pounds. Gates is an Equal Opportunity and Affirmative Action Employer 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. ARE YOU DRIVEN BY POSSIBILITY?