Senior Customer Experience & Account Management

Gemini is looking for an experienced Senior Customer Experience & Account Management Specialist to join the team at our location in Liberty Lake, WA! This is a role where your technical knowledge, problem-solving ability, and customer relationships directly shape the success of complex, custom signage projects. This is not a typical CX role. You'll serve as the go-to expert for our most complex orders and valued partners, acting as the critical link between customers, sales, and production teams. If you thrive in a fast-moving manufacturing environment and take pride in turning difficult situations into loyal customers, we want to hear from you. 

At Gemini, we've been a trusted name in signage manufacturing since 1963. We offer industry-leading benefits — including $0 employee health insurance premiums, 4% retirement matching with profit sharing, and access to a company-owned resort — because we believe in taking care of the people who take care of our customers.

Come be a part of a positive, people-first culture that is focused on leveraging each team members’ strengths to help bring our customers’ unique signage products to life.  

Wage Range: $25.33 to $32.43 per Hour

Location: Liberty Lake, WA

Type: Full Time – On-site

A day in the life of a Senior Customer Experience & Account Management Specialist at Gemini includes:

• Conducts quotes and ordering by providing technical, pricing, and product guidance for complex and custom requests across multiple product lines.
• Resolves escalated customer concerns using established standard processes including warranty claims, credit adjustments, and other approved resolutions.
• Processes difficult and custom orders promptly by consulting with the customer and entering requests using the Partner Portal, phone, email, or other internal systems, ensuring accuracy and adherence to department standards.
• Identifies process improvements and tracks trends to improve customer experience.
• Provides strategic account support by acting as a liaison between production, layout, sales, and external customers.
• Trains and mentors peers through sharing of technical and customer knowledge.
• Drives to exceed team and individual productivity/quality metrics.
• Completes other duties and projects as assigned

Skills and Abilities

• Proven ability of establishing advanced working knowledge of subject matter across multiple product lines, with the ability to provide accurate recommendations on product selection, applications, and problem-solving for complex customer needs.
• Demonstrated proficiency in delivering exceptional customer service, quality & solutions
• Highly proficient interpersonal, written and verbal communication skills with the ability to influence customers for upselling or cross selling as well as collaborating with internal partners
• Advanced problem-solving and negotiation skills for first-call resolution.
• Organized, detail-oriented, and adaptable to continuous improvement.
• Experienced in building trust, respect, team building, and training.

Education & Experience

Physical Demands

• Position typically operates in a professional office environment. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

The actual title and individual compensation packages are dependent upon various factors unique to each candidate including skillset, training, transferable skills, work experience, qualifications, business needs, market demands, and other job-related reasons.  The base pay range is subject to change and may be modified in the future.  This role is eligible for other benefits.

How we show we care

• $0 Health Insurance Premium for Employee-Only Coverage (Plus low-cost premiums for other coverage levels!)
• 4% Retirement Match with Profit Sharing
• Generous Paid Time Off (Vacation, Holiday, Parental, Volunteer, and Sick) 
• Dental, Vision, Disability and Life Insurance
• Use of Company Owned Resort in Hayward, WI
• Tuition Reimbursement Program

About Us

As a leader in the signage manufacturing industry, Gemini, Inc. has been providing stability to our employees since 1963. We know what it means to be human, and we strive to make sure our employees feel valued. Due to our incredible family of employees, we have grown substantially and are looking to grow our team further with like-minded individuals that share in our company values: Customer Commitment, Teamwork, Respect, Diversity, Stability, Stewardship. At the heart of our work is a simple but powerful vision: Successful Partners. Engaged People. Thriving Communities. This vision guides how we show up every day for our customers, for one another, and for the communities we call home.

• We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status, or disability. 
• Gemini will provide reasonable accommodations for qualified individuals with disabilities. For additional assistance email;  or call (507) 263-3957 and ask for the Human Resources Representative assigned to the location of interest.  
• Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law. 

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