Customer Service

Gates Corporation; Toluca; On-site; MXN 180,000 - 300,000; Full time

Job summary

Gates Corporation in the Sante Fe office is seeking a Customer Service Account Representative to serve as the primary contact for key North America accounts, handling pricing, scheduling, and shipping inquiries while escalating complex issues as needed.

You will gain experience in customer relationship management, data analysis, and product portfolio knowledge, using Salesforce or similar CRM tools to track cases and support CX goals.

Qualifications

• Minimum 1 year in fast-paced customer service.
• Bachelor's degree preferred.
• Proficiency with Word, Excel, and databases.
• Excellent written and verbal communication.
• Bilingual: Spanish and English required.

Responsibilities

• Maintains financial records and ensures that financial transactions are properly recorded.
• Prepares balance sheets, profit and loss statements and other financial reports.
• Analyzes current costs, revenues, financial commitments, and obligations incurred to predict future revenues and expenses.
• Handle inquiries related to pricing, scheduling, and shipping; escalate as needed.
• Use CRM tools to accurately track and manage customer cases.

Skills

Bilingual Spanish-English

Communication

Time management

Decisiveness

Attention to detail

Education

Bachelor's degree preferred

Tools

Microsoft Word

Excel

Database systems

Job description

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?

Position Summary

As an innovation leader, we look for ambitious, forward thinking, open-minded and well-rounded individuals to join our global team. Located in our Sante Fe office, you will be Customer Service Account Representative.

As a Customer Service Account Representative, you will play a key role in delivering superior service experience to clients across North America while expanding your expertise in customer relationship management, data analysis, and our broad product portfolio. In this strategic and customer-focused department, you will serve as the primary point of contact for key accounts, managing inquiries related to pricing, scheduling, and shipping, and providing first-level escalation support to resolve complex issues.

Essential Duties And Responsibilities

• Maintains financial records and ensures that financial transactions are properly recorded.
• Ensures the accuracy of entries to ledger accounts and reconciles subsidiary ledger accounts to the general ledger.
• Prepares balance sheets, profit and loss statements and other financial reports.
• Analyzes current costs, revenues, financial commitments, and obligations incurred to predict future revenues and expenses.
• Understands key business drivers; uses this understanding to accomplish own work
• Solves standard problems by analyzing possible solutions using experience, judgment and precedents
• Impacts quality of own work and the work of others on the team; works within guidelines and policies
• Explains information to others in straight forward situations

Keys to Success

• Independently manage key customer accounts by utilizing customer portals to upload/download order information, review product details, analyze data, and monitor open orders to meet delivery requirements.
• Handle daily inbound calls and emails related to pricing, availability, emergency orders, backorder status, shipping and tracking inquiries, freight forwarders, and returns, with a focus on achieving first-call resolution.
• Initiate and expedite production for Gates products based on customer needs.
• Provide product information, competitive interchange options, and substitution recommendations to customers.
• Use Salesforce.com or other CRM tools to accurately track and manage customer cases.
• Support the Customer Experience (CX) team in achieving monthly performance metrics.

Supervisory Responsibilities

• None
• No supervisory responsibilities but may provide guidance to new associates

Requirements And Preferred Skills

• 1 year of relevant experience, preferably in a fast-paced customer service environment
• Bachelor’s degree preferred
• Proficiency in Microsoft Word, Excel, and familiarity with database systems
• Strong written and verbal communication skills
• Demonstrates confident decisiveness and a willingness to take action when addressing customer issues.
• High attention to detail with a proactive approach to time management
• Bilingual is required: Spanish and English

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.

WORK ENVIRONMENT

Gates is an Equal Opportunity 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.