Oferty pracy: call center

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.

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.

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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 English (Mandatory), another European Language is a Plus