Customer Experience Associate

Essential Duties and 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.
• 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.
• Initiating and expediting production for Gates products based on customer requirements.
• Providing Gates product information, competitive product interchanging, and product substitutions to customers.
• Utilizing our internal customer database to track customer cases.
• Supporting CX team in meeting monthly metrics.

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Keys to Success

• Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills
• Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets

Supervisory Responsibilities

• No supervisory responsibilities but may provide guidance to new associates
• Builds knowledge of the company, processes and customers
• Solves a range of straightforward problems
• Analyses possible solutions using standard procedures
• Receives a moderate level of guidance and direction
• 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 straightforward situations

Requirements and Preferred Skills

• 2-4 years of experience preferably with a focus on customer service in a fast-paced, dynamic environment
• Typically requires a college or university degree or the equivalent work experience that provides exposure to fundamental theories, principles and concepts
• Self-starter with attention to detail and drive to ensure customer success through relentless follow-up.
• Decisiveness and willingness to take action based on individual customer issues.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Word, Excel, and ability work within database systems.
•  preferably with a focus on customer service in a fast-paced, dynamic environment
• Undergraduate Degree
• Experience building relationships with customers and collaborating with a team.
• Mandatory - fluency in English and French