Customer Service/Shipping Specialist

About the role

Located in our Elizabethtown, KY facility, you will be a Customer Service / Shipping & Inventory Specialist. This role is responsible for delivering the best service experience possible to Distributors and/or Original Equipment Manufacturers in North America.

Responsibilities

• Independently managing key customer accounts, utilizing customer portals to download/upload order information, analyzing data, and utilizing open order reports to meet customer delivery requirements.
• Independently handles and manages 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.
• Acting as first point of escalation to resolve complex customer issues including; provides guidance cross-functionally to investigate backordered items and shipping / carrier issues.
• Initiating and expediting production for Gates products based on customer requirements.
• Providing Gates product information, competitive product interchange, and product substitutions to customers.
• Indirect supervision of UPS-SCS employees for shipping and inventory control of OEM products.
• Processing shipments to OEM customers through WMS, including export product, and of LTFG product through WMS.
• Processing cycle counts of finished goods inventory.
• Managing new product setup and sample requests.
• Assisting with daily Customer Experience operations as needed.

Requirements

• 3-5 years of progressive customer service experience.
• Bachelor’s Degree preferred and/or 5 years of customer-centric experience, HS degree or equivalent required.
• Focused and team-oriented individual with the ability to work with limited supervision.
• Responsive to unscheduled requests, to shift tasks and maintain priorities.
• Decisiveness and willingness to take action based on individual customer issues.
• Proficiency with Microsoft Word, Excel, and ERP systems (Oracle ERP experience preferred).
• Very strong written and verbal communications skills.
• Disciplined and supportive of guidelines and polices as established by the Customer Service Team.

Qualifications

• Legally authorized to work in the United States without company sponsorship.

Skills

• Customer service experience.
• ERP systems (Oracle ERP experience preferred).
• Microsoft Office Suite.
• Strong communication skills.

Benefits

• Full-Time.
• Relocation is not provided.
• Medical, Dental, Vision insurance and other voluntary benefit options.
• 3 weeks of paid vacation + 11 holidays (9 scheduled & 2 floating) + 8 sick days.
• Tuition Reimbursement.

Pay & Benefits

• Pay range: Specific to the State of Colorado.
• Company contribution and additional 3% company match for 401(k).