Customer Experience Account Manager

As a Customer Service Account Representative, you will play a key role in delivering superior service experience to clients across North America while expanding your expertise in customer relationship management, data analysis, and our broad product portfolio. In this strategic and customer-focused department, you will serve as the primary point of contact for key accounts, managing inquiries related to pricing, scheduling, and shipping, and providing first-level escalation support to resolve complex issues.

• Independently manage key customer accounts by utilizing customer portals to upload/download order information, review product details, analyze data, and monitor open orders to meet delivery requirements.
• Handle daily inbound calls and emails related to pricing, availability, emergency orders, backorder status, shipping and tracking inquiries, freight forwarders, and returns, with a focus on achieving first-call resolution.
• Initiate and expedite production for Gates products based on customer needs.
• Provide product information, competitive interchange options, and substitution recommendations to customers.
• Use C4C or other CRM tools to accurately track and manage customer cases.
• Support the Customer Experience (CX) team in achieving monthly performance metrics.

• 2-4 years of relevant experience, preferably in a fast-paced customer service environment
• Bachelor's degree preferred
• Proficiency in Microsoft Word, Excel, and familiarity with database systems
• Strong written and verbal communication skills
• Demonstrates confident decisiveness and a willingness to take action when addressing customer issues.
• High attention to detail with a proactive approach to time management
• Must be legally authorized to work in the United States on a permanent basis without sponsorship