Customer Experience Representative

Gates Corporation
vision insurance, sick time, tuition reimbursement, 401(k)
United States, South Carolina, Greenville
Nov 03, 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 our products 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. You will act as the primary point of contact for many of our Gates Key Clients and support inquiries regarding pricing, scheduling and shipping. You will also act as the first point of escalation to resolve and provide cross functional guidance on complex customer issues. The team takes pride in maintaining positive relationships with all our accounts through consistent follow-up and has fun doing it! 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: Your objective will be independently managing key customer accounts, utilizing customer portals to download/upload order information, product details, analyze data, and utilize open order reports to meet customer delivery requirements. Some daily activity could include managing incoming customer calls and emails regarding pricing and availability, Emergency Order entry, backorder status, Tracking/Shipping information, freight forwarders, and returns to achieve first call resolution goals. Initiate and expedite production for Gates products based on customer requirements. Provide Gates product information, competitive product interchange, and product substitutions to customers. Utilize SAP C4C or another tool to track customer cases. Support CX team in meeting monthly metrics. ABOUT YOU 3-5 years of relevant work experience, preferably with a focus on customer service in a fast-paced, dynamic environment Bachelor's Degree, preferred Strong written and verbal communication skills. 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 Requires decisiveness and willingness to take action based on individual customer issues Proficiency with Microsoft Word, Excel, and ability to work within database systems Disciplined and supportive of guidelines, polices, and metrics as established by the CX team Must be legally authorized to work in the United States on a permanent basis without sponsorship PAY & BENEFITS Full-Time 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 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?