Customer Experience Representative

at  Gates Corporation

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?

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.

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