Sr. Customer Experience Account Manager

Gates Corporation•Poplar Bluff, MO

4d•Onsite

About The Position

As an innovation leader, we look for ambitious, forward thinking, open-minded and well-rounded individuals to join our global team as a Sr. Customer Experience Representative at our Poplar Bluff, MO location. As a Sr. 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 Experience 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 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 of our accounts through consistent follow-up and has fun doing it! Our clients are Distributors and/or Original Equipment Manufacturers. We will teach your all about our business to ensure you are successful. We succeed as a team.

Requirements

5-7 years of experience preferably with a focus on customer service in a fast-paced, dynamic environment
Requires expertise in a variety of work processes through a combination of job-related training and considerable on-the-job experience
Requires breadth and/or depth of skills in a range of processes, procedures and systems
Requires in-depth knowledge of department processes and procedures

Nice To Haves

Bachelor's Degree, preferred

Responsibilities

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.
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 Salesforce.com CRM or another tool to track customer cases
Support CX team in meeting monthly metrics.