Customer Experience Clerk IFF

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.

Keys to Success

• Requires breadth and/or depth of skills in a range of processes, procedures and systems
• Requires in-depth knowledge of department processes and procedures

Supervisory Responsibilities

None

Requirements and Preferred Skills

• 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.
• up to 3 years of relevant work experience, 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