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Customer Experience Account Manager

Customer Experience Account Manager

GatesGreenville, SC, US
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Customer Experience Account Manager

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?

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 Account Manager at our Gates plant located in Greenville, SC, 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 you all about our business to ensure you are successful. We succeed as a team.

Key Responsibilities (To Name A Few)

  • 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 Salesforce.com CRM or another tool to track customer cases
  • Support 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

    • Pay & Benefits

  • Full-Time
  • Relocation is not provided
  • 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 + 11 holidays (9 scheduled & 2 floating) + 8 sick days
  • 401(k) : 3% company contribution and additional 3% company match
  • Tuition Reimbursement
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    Customer Experience Manager • Greenville, SC, US