Customer Experience Clerk IFF
Gates
Customer Experience Clerk IFF
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.
Requires breadth and/or depth of skills in a range of processes, procedures and systems.
Requires in-depth knowledge of department processes and procedures.
None
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.