Global Customer Service Coordinator - Luxury Audio

Overview

A Career at HARMAN. As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

Have you heard of JBL, Arcam, Mark Levinson, Revel or Harman/Kardon, some of the world’s leading audio brands? The market we are leading in is fast paced, fun and dynamic.

Five prestigious brands – JBL Synthesis, Mark Levinson, Revel, Lexicon and Arcam - come together to offer the most advanced high-performance audio systems available. From the finest stereo listening to state-of-the-art multichannel home theater systems, the HARMAN Luxury Audio Group delivers pure, uncompromised sound. The consumer audio industry is fast paced, fun and dynamic and you will join our Luxury Audio department based in Cambridge, UK, in the position of Global Customer Service Coordinator – Luxury Audio.

What You Will Do

• Maintain daily communications with customers as directed, to ensure resolution and proper follow-up leading to customer satisfaction.
• Represent Harman Luxury Audio as liaison for Customer Support activities related to product availability, quotation, order processing, product shipment, account status.
• Support Support & Service Engineers and Managers.
• Daily review of open orders, process orders, forms, applications and requests.
• Coordinate shipments through creation of coversheets & shipping instructions.
• Coordinate logistics with customer designated forwarders & schedule pickups.
• Liaising with the warehouses for EMEA as well as US & ROW orders.
• Direct requests and unresolved issues to the designated resource.
• Prepares documentation including pro forma invoices, packing lists.
• Ensures central database is kept up to date.
• Liaises with accounts department regarding dealer financial status.
• Assisting Customer Support department with phone and email queries.
• Booking RMAs from dealers and distributors.

What You Need to Be Successful

• Interpersonal skills
• Analysis and problem-solving
• Attention to detail and accuracy
• Data collection and ordering
• Customer service orientation
• Adaptability
• Initiative Collaboration
• You communicate clearly, respectfully and with conviction
• You have a global mindset and demonstrate cultural awareness
• You build strong relationships at all levels
• Effective communication with other departments
• Results-Driven
• You see when analysis and discussion have served their purpose and move to action
• You push for clarity and find ways to overcome challenges and obstacles
• You re-prioritize to adjust to changes in the business focusing on actions that deliver the highest value
• Change-Orientation
• You challenge the status quo against tradition when it impedes performance and offers alternatives
• You reframe issues to find new and pragmatic solutions to solve problems or meet customer needs
• You shift strategy or approach in response to the demands of a situation
• Leadership
• You ask for and deliver feedback
• You recognize outstanding results and ‘smart failures’
• You are professional and aware of personal style and impact on others
• Judgment
• You apply critical thinking to identify root causes of complex problems
• You make sound and timely decisions that consider all relevant facts and available data
• You recognize when to escalate issues and when to ask for help to take appropriate action

What Makes You Eligible

• Willingness to work in an office in Waterbeach, Cambridge, United Kingdom with the option to work from home for no more than 3 days a week.
• HARMAN will only employ those who are legally authorized to work in the United Kingdom.

What We Offer

• Opportunity to collaborate with talented teams across the world.
• An inclusive and diverse work environment that fosters and encourages career development opportunities.
• Flexible work schedule with a culture encouraging a positive work-life balance.
• On-site opportunities to focus on personal well-being and development provided by our Wellness Committee, Volunteer Committee, and Harman Women’s Network.
• Professional development opportunities through HARMAN University’s business and leadership academies and extensive course catalog.
• The opportunity to work on complex problems and continuous improvement initiatives.
• Access to employee discounts on world-class HARMAN audio products including JBL and Harman/Kardon.

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.