Customer Experience Manager

Job Category:

Customer Service

Customer Experience Manager

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

As an innovation leader, we look for ambitious, forward-thinking, open-minded, and well-rounded individuals to join our global team. Located in our Iola, KS site you will be Customer Experience Manager

We are looking for ambitious, forward-thinking, open-minded and well-rounded individuals to join our global team. We are looking for a Customer Service Manager of the First Fit Customer Experience Team who will be a key part of our North American First Fit Customer Experience Organization responsible for supporting top strategic accounts.

This role oversees the day-to-day operations of the Strategic Account First Fit Customer Experience Team in Poplar Bluff, MO, Newton, IA and Iola, KS to ensure that customers receive the best experience possible through direct account management and coordinating with other functions as required. This position can be filled in Iola, Newton or Poplar Bluff.

Primary responsibilities include improving, stabilizing and enhancing customer relationships, working cross functionally to ensure objectives are met, working with Gates Affiliates globally and leading and developing the team.

Key responsibilities:

• Managing a team of Account Managers responsible for multiple account types and product lines.

• Supporting Strategic Account Managers by coaching and mentoring to ensure consistent processes are followed and best practices are implemented in meeting customer experience requirements and satisfaction.

• Tracking and analyzing of key performance metrics in order to measure performance and progress.

• Conducting data analysis and data mining to support needs of overall group.

• Coordinating cross functionally with Sales and Operations to ensure that customer and production requirements are met on time.

• Diffuse tension and act as escalation point for customer or employee related issues.

• Motivate people & effectively build solid relationships with customers.

• Drive alignment of business/organizational goals to the associate level.

• Assist daily operations as needed.

• Other task or duties as assigned.