Sr. Customer Experience Account Manager

Gates Corporation; Poplar Bluff (MO); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

Full-Time

Bonus Eligible

Medical, Dental, Vision insurance

3 weeks paid vacation + 8 sick days

Job summary

Gates Corporation in Poplar Bluff, MO is seeking a Sr. Customer Experience Representative to deliver exceptional service to North American customers. You will be the primary contact for distributor and OEM accounts, handling pricing, orders, scheduling and shipping inquiries.

You will collaborate with cross-functional teams to resolve issues, build lasting relationships, and drive customer satisfaction. Comprehensive training is provided in a team-focused, results-driven environment.

Qualifications

• 5+ years of customer service experience in a fast-paced environment.
• Bachelor's degree preferred.
• Proficient with Microsoft Office Suite.
• Strong verbal and written communication; ability to build relationships.
• Excellent organizational, problem-solving, and multitasking skills.

Responsibilities

• Serve as the primary contact for distributor and OEM accounts across North America.
• Manage inquiries related to pricing, orders, scheduling, and shipping.
• Collaborate with cross-functional teams to resolve customer issues and deliver the best customer experience.
• Independently manage key customer accounts, including order management and data analysis.
• Maintain accurate customer cases in Salesforce or similar CRM system.
• Support monthly customer experience goals and metrics.

Skills

Customer service

Communication

Multitasking

Organizational skills

Education

Bachelor's degree

Tools

Salesforce

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?

WHAT TO EXPECT

As an innovation leader, we look for ambitious, forward thinking, open-minded and well-rounded individuals to join our global team. Located in our Poplar Bluff, MO plant, you will be an Sr. Customer Experience Representative.

As a Customer Experience Representative, you will deliver exceptional service to our customers across North America while serving as the primary point of contact for distributor and OEM accounts. You'll manage inquiries related to pricing, orders, scheduling, and shipping, collaborate with cross-functional teams to resolve customer issues, and build lasting customer relationships. This is an opportunity to join a collaborative, customer-focused team where you'll receive comprehensive training and play a key role in delivering the best possible customer experience.

• Develop expertise across customer service processes through on-the-job training and experience.
• Apply broad knowledge of customer service procedures, systems, and departmental processes to support daily operations.
• Independently manage key customer accounts, including order management, customer portals, data analysis, and open order reporting to meet delivery requirements.
• Respond to customer inquiries regarding pricing, product availability, order status, shipping, returns, and emergency orders, with a focus on first-call resolution.
• Coordinate and expedite production schedules to meet customer delivery expectations.
• Provide product information, competitive product cross-references, and suitable product substitutions.
• Maintain accurate customer cases and interactions using Salesforce.com CRM or a similar system.
• Support team performance by contributing to monthly customer experience goals and metrics.

ABOUT YOU

• 5 plus years of customer service experience, preferably in a fast-paced, dynamic environment.
• Bachelor's degree preferred.
• Proficient computer skills, including experience with Microsoft Office Suite
• Strong verbal and written communication skills with the ability to build relationships and effectively collaborate with customers and cross-functional teams.
• Excellent organizational, problem-solving, and multitasking skills with strong attention to detail.
• Ability to prioritize competing demands and thrive in a fast-paced, customer-focused environment.
• Must be legally authorized to work in the United States without company sponsorship

BENEFITS

• Full-Time
• Bonus Eligible
• 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, additionally 8 sick days
• 11 paid holidays
• 401(k): company matching up to 6%
• Tuition Reimbursement
• Employee Discounts

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.