Customer Experience Account Representative

Customer Experience Account Representative

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Gates is a leading manufacturer of specialized fluid power and power transmission solutions, including belts and hoses for a wide range of applications.

As an innovation leader, you will join our Poplar Bluff, MO plant, serving as the primary point of contact for key customer accounts across North America. Your work will focus on customer relationship management, data analysis, pricing, scheduling, shipping, and first‑level escalation support.

• Independently manage key customer accounts using customer portals to upload/download order information 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, aiming for 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  or other CRM tools to accurately track and manage customer cases.
• Support the CX team in achieving monthly performance metrics.

• 1 year 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 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.

• Full‑time position.
• Medical, dental, vision insurance and other voluntary benefits – benefits begin on the first day of the month following your hire date.
• Eligible for 3 weeks of paid vacation and 8 sick days.
• 11 paid holidays.
• 401(k) with company match up to 6%.
• Tuition reimbursement.
• Employee discounts.

Gates is an Equal Opportunity employer and is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job‑related reasons and are prohibited from discrimination on the basis of race, sex, color, religion, age, disability, pregnancy, citizenship, sexual orientation, gender identity or expression, national origin, protected veteran status, genetic information, marital status, or any other consideration defined by law.

• Seniority level:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industries:
  Automation Machinery Manufacturing
• Location:
  
  Poplar Bluff, MO
• Salary range: $13.75‑$17.19 per hour