Customer Service Representative

Customer Service Representative

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. 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 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

• 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.

Keys to Success

Pay and Benefits

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.

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. The noise level in the work environment is typically moderate to loud. Temperatures can vary depending on weather conditions and can be extreme. Gates is managed in accordance with OSHAS requirements and requires all employees to wear steel-toed shoes, safety glasses, and a hard hat.