Customer Service​/Shipping Specialist

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?

As an innovation leader, we look for ambitious, forward thinking, open-minded and well-rounded individuals to join our global team. Located in our Elizabethtown, KY facility, you will be a Customer Service / Shipping & Inventory Specialist. In this role, you will be directing and scheduling the operations department based on customer demand, material availability, labor availability and other customer orders. You will communicate concerns and issues with the customer as needed.

These actions would be in line with a supervisor while not over people, but over a department. Based on the demand from the customer as well as productivity levels, this role would have significant impact on inventory control, and this person would be responsible for handling inventory and shipping to customers. This role is responsible to deliver the best service experience possible to Distributors and/or Original Equipment Manufacturers in North America.

Key customer interactions include answering incoming calls and emails, processing orders, prioritizing workload, and coordinating with other functions as required. The CSR acts as primary point of contact regarding pricing, scheduling, and shipping with key assigned customers on a daily basis.

• Independently managing key customer accounts, utilizing customer portals to download/upload order information, analyzing data, and utilizing open order reports to meet customer delivery requirements.
• Independently handles and manages 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
• Acting as first point of escalation to resolve complex customer issues including; provides guidance cross-functionally to investigate backordered items and shipping / carrier issues.
• Initiating and expediting production for Gates products based on customer requirements.
• Providing Gates product information, competitive product interchange, and product substitutions to customers
• Indirect supervision of UPS-SCS employees for shipping and inventory control of OEM products
• Processing shipments to OEM customers through WMS, including export product, and of LTFG product through WMS
• Processing cycle counts of finished goods inventory
• Management of new product setup and sample requests
• Assisting with daily Customer Experience operations as needed

• 3-5 of years of progressive customer service experience
• Bachelor's Degree preferred and/or 5 years of customer-centric experience, HS degree or equivalent required
• Focused and team-oriented individual with the ability to work with limited supervision
• Ability to understand complex and unique Industrial/Automotive customer requirements
• Must be responsive to unscheduled requests, to shift tasks and maintain priorities
• Requires decisiveness and willingness to take action based on individual customer issues
• Proficiency with Microsoft Word, Excel, and ERP systems (Oracle ERP experience preferred)
• Very strong written and verbal communications skills
• Disciplined and supportive of guidelines and polices as established by the Customer Service Team
• Must be legally authorized to work in the United States without company sponsorship.

• Full-Time
• Relocation is not provided
• Medical, Dental, Vision insurance and other voluntary benefit options: benefits begin on the first day of the month immediately following your date of hire
• Eligible for 3 weeks of paid vacation + 11 holidays (9 scheduled & 2 floating) + 8 sick days. All vacation days are accrued
• 401(k): 3% company contribution and additional 3% company match
• Tuition Reimbursement

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…