Customer Experience Associate with German

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

Join our dynamic Customer Experience Team and become part of a fast-paced, collaborative environment where you'll support Gates' customers in the Industrial sector, helping them solve challenges and ensuring an exceptional experience every step of the way.

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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 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
• 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

Supervisory Responsibilities

• No supervisory responsibilities but may provide guidance to new associates

Requirements and Preferred Skills

• 2-4 years of experience of professional experience in customer service, preferably in a B2B (business-to-business) environment within a fast-paced, dynamic setting.
• Proven ability to manage and nurture relationships with business customers while collaborating effectively within a team.
• Self-starter with strong attention to detail and the drive to ensure customer success through proactive, persistent follow-up.
• Decisive, with a willingness to take ownership and act quickly to resolve customer issues.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Word and Excel, with the ability to work confidently in database and ERP systems (SAP experience is an advantage).
• Fluency in German and English is mandatory

Why Gates?

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.

Work Environment

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.

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