Senior Customer Experience Specialist

Build a Career. Make an Impact. Grow With Us.

Gemini is looking for an experienced Senior Customer Experience Representative to join our team in Cannon Falls, MN

This is more than a traditional customer service role. As a Senior CX Representative, you will serve as a trusted partner to customers while managing complex orders, solving challenging problems, and coordinating projects across sales, production, design, and other internal teams. You will develop advanced knowledge of Gemini's products and processes, build long-term customer relationships, and help others grow through coaching and knowledge-sharing.

This role is well suited for someone who enjoys solving problems, working with customers, learning technical products and processes, and taking ownership of complex work.

Wage Range: $24.18 to $30.95 per hour
Location: Cannon Falls, MN
Type: Full Time - On-site
Schedule: Monday - Friday, overtime is required and scheduled as needed

What You'll Do

• Serve as a primary point of contact for customers and manage complex orders, projects, and account needs from initial request through completion.
• Provide advanced product, technical, pricing, and application guidance to help customers identify the right solutions for their needs.
• Build and maintain strong customer relationships by understanding customer needs, following through commitments, and providing a consistently high level of service.
• Use relationship selling skills to identify appropriate upselling and cross-selling opportunities while maintaining a customer-first approach.
• Resolve complex and escalated customer concerns by applying critical thinking, sound judgment, and established processes to identify effective solutions.
• Coordinate with sales, production, layout/design, and other internal teams to ensure customer needs are understood and projects move forward accurately and efficiently.
• Manage competing priorities and adjust to changing customer and business needs while maintaining accuracy and attention to detail.
• Develop advanced knowledge of Gemini products, systems, processes, and industry practices and serve as a subject matter expert for others.
• Mentor, coach, and support peers by sharing technical knowledge, customer service practices, and effective problem-solving approaches.
• Identify trends and opportunities for process improvement that strengthen the customer experience, improve efficiency, and support business results.
• Consistently meet or exceed individual and team expectations for productivity, quality, service, and accuracy.
• Complete other duties and projects as assigned.

What Makes Someone Successful in This Role?

We are looking for someone who combines strong customer service skills with the ability to think critically, learn quickly, and take ownership of complex work.

The strongest candidates will demonstrate:

• Customer Service Excellence: A strong commitment to understanding customer needs and delivering solutions that build trust and loyalty.
• Critical Thinking & Problem Solving: The ability to evaluate complex situations, identify root causes, and make sound decisions rather than relying solely on scripted responses.
• Technical Ability: The aptitude to learn complex products, systems, processes, and applications and confidently apply that knowledge to customer situations.
• Account Management: The ability to manage multiple customer needs, projects, and priorities while maintaining strong follow-through and attention to detail.
• Relationship Selling: The ability to understand customer needs, recommend appropriate solutions, and identify opportunities to expand the customer relationship.
• Communication: Strong verbal and written communication skills with the ability to work effectively with customers and internal partners.
• Adaptability & Flexibility: The ability to adjust priorities, learn new information, and remain effective in a changing environment.
• Mentoring & Leadership: A willingness to share knowledge, coach others, and serve as a resource for peers. Formal people-management experience is not required.
• Collaboration: A team-first approach and the ability to build productive relationships across functions.
• Continuous Improvement: A mindset focused on improving processes, solving recurring problems, and finding better ways to serve customers.

Why This Role?

At Gemini, you will have the opportunity to build expertise in a complex industry while developing skills that can support long-term career growth. Many employees have expanded their careers across customer experience, sales, operations, project management, leadership, and continuous improvement.

You will receive dedicated training on Gemini's products, processes, and industry, while having the opportunity to make meaningful contributions from day one.

No signage experience? That's okay. We can teach our products and industry. We are looking for candidates who bring strong customer-facing experience, sound judgment, problem-solving ability, technical aptitude, and a genuine desire to learn.

Education & Experience

• Associate or bachelor's degree in economics, marketing, business, or a related field with 2-4 years of sales experience.
• Equivalent combinations of education and experience that provide the knowledge, skills, and abilities necessary to perform the duties of the role may also be considered.
• Experience in customer service, account management, sales, technical support, project coordination, or a related customer-facing environment is strongly preferred.
• Experience mentoring, coaching, training, or serving as a subject matter resource for others is preferred.

How We Show We Care

• Low-cost health insurance premiums with 2 plans to select from
• 4% retirement match plus profit sharing
• Generous paid time off, including vacation, holidays, parental, volunteer, and sick time
• Dental, vision, disability, and life insurance
• Use of company-owned resort in Hayward, WI
• Tuition reimbursement program
• Dedicated time to learn our products, processes, and industry
• Career growth and development opportunities
• A collaborative, people-first culture
• A stable and growing company with a reputation for quality and innovation

About Gemini

For more than 60 years, Gemini has been a leader in custom signage manufacturing. We believe great customer experiences start with great employees, which is why we invest in our people and create opportunities for long-term career growth.

Our values-Customer Commitment, Teamwork, Respect, Diversity, Stability, and Stewardship-guide how we work with our customers, our coworkers, and our communities.

Successful Partners. Engaged People. Thriving Communities.

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.

• 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; View email address on click.appcast.io or call View phone number on click.appcast.io 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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