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.

PAY & BENEFITS

• Full-Time
• 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
• Learn more about the benefits we provide at www.gateshealth.com

WHY GATES?

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.

While we expect the best, we also want to give you the best. That's why at Gates we provide an environment where people can succeed from our policy of 'Dress for your Day' (yes - that means you can wear jeans), health club reimbursement, to your ownership of your work/life balance and more. Visit to learn more.

WORK ENVIRONMENT

At Gates, we believe that we are better together. Proximity has been important to our success over the years as there are critical items that are simply better when done together. One of those critical items is efficient collaboration. We cannot underestimate the power of informal conversations and connecting face-to-face with our coworkers.

While performing the duties of this job, the employee is frequently required to sit; use hands and fingers to work with objects, tools, or controls; and use office equipment including computers, telephones, and/or copiers/scanners. The employee must frequently lift and/or move up to 10 pounds.

Gates is an Equal Opportunity and Affirmative Action Employer 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 identity, national origin, protected veteran status, genetic information, marital status, or any other consideration defined by law.

ARE YOU DRIVEN BY POSSIBILITY?

ABOUT YOU

• Minimum 5 years of experience working in customer experience/support or account management role; preferably in a leadership or project management role
• Bachelor's degree preferred but not required
• Proficient in Microsoft Excel and comfortable in accessing and managing multiple systems
• Experience with creating and interpreting reports, data, statistics.
• Minimal travel required
• Demonstrated leadership experience
• Customer centric focus
• Decision making ability that results in growth, profitability & positive customer experiences
• Ability to motivate people & interpersonal relationship skills that build strong customer relationships & maintain a positive team morale
• Metrics driven approach
• Requires the ability to plan, organize, schedule, prioritize, and negotiate options to create best solutions to meet and exceed customer and client's expectations including researching of alternatives
• Action taking attitude
• Must be legally authorized to work in the United States without company sponsorship
• Excited to work in the office with great teammates!