Customer Experience Representative

2 weeks ago

Brandon, South Dakota, United States Gates Corporation Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Representative. In this role, you will be responsible for delivering exceptional service to our clients in North America, providing timely and accurate support to meet their needs.

Key Responsibilities
  • Manage key customer accounts, utilizing customer portals to download/upload order information, product details, and analyze data to meet customer delivery requirements.
  • Respond to 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 the 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.
Why Gates?

Gates is a leading manufacturer of application-specific fluid power and power transmission solutions. 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.

We offer a dynamic and collaborative work environment, with opportunities for growth and development. Our team is passionate about delivering exceptional service and making a positive impact on our customers' businesses.

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.

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