Job Description

Essential Duties and Responsibilities

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- Handles, organizes and responds to customer service calls and email inquiries promptly.
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- Communicates with customers to address issues, concerns, requirements and complaints.
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- Offers alternative products to customer (if requested product is out of stock).
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- Responds to requests within set Service Level Agreement timeframes.
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- Processes orders: checks manual and EDI orders, enters orders into the system before cut-off time or within same day of receipt of order.
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- Responds to customer calls in a manner that establishes Gates as the foremost service company in our industry, ensures minimal delay in addressing our customers' needs.
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- Relays customer quality concerns to the appropriate associates or departments while actively ensuring that customer expectations and requirements are fulfilled.
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- Proactively seeks opportunities to enhance services and response times and to provide premium customer service.
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- Complies with company policy, procedure, and training requirements, including health and safety.
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Keys to Success

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- Requires professionalism and respect in communicating with customers and co-employees
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- Has accurate understanding of individual customer and Gates requirements
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- Requires accuracy of information provided to customers and of information entered in the ordering system
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- Requires establishing trust-based connections and relationships with clients
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- Requires ability to resolve customer complaints with empathy,



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- Requires ability to offer effective solutions, while adhering to company policies and procedure, including our Health, Safety, and Environment policies
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Supervisory Responsibilities

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- None
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- Likely to act as an informal resource for associates with less experience
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- Provides informal guidance and support to team members
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Requirements and Preferred Skills

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- Minimum of 2-3 years of working experience in a similar role or industry. Experience in premium customer service preferred.
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- Knowledge of best practice Customer Service (relevant qualifications desirable)
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- Proficient in using MS Office and other relevant business software.
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- Experience with SAP or relevant top tier ERP.
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- Excellent oral and written communication skills
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- Excellent listening skills, comprehension of customer needs, and ability to deliver effective solutions accordingly.
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- Confidence in speaking on the phone with customers, preferably in a previous customer service role
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- Robust interpersonal and human relation skills, essential for handling a fast‐paced office environment and a demanding customer base
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- Ability to work independently, remaining self‐driven and focused.
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- Attention to detail
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- Can perform effectively under pressure.
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- Robust organizational skills and prioritization abilities to handle a diverse workload.
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- Ability to collaborate closely with other GAPL staff.
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📌 Customer Service Coordinator (Team Member) (Victoria)
🏢 Gates
📍 Victoria