Customer Support Representative

Shure UK is looking for a reliable and customer focussed Channel Support Representative to join our team. This role plays an important part in supporting our channel partners including sales managers, distribution centres, resellers and end customers. You will help ensure smooth order processing, clear communication and consistent service throughout the pre and post sales journey. You will bring strong communication skills, a collaborative approach and the ability to stay organised while managing a variety of requests from both partners and internal teams. If you are ready to contribute to a team that delivers trusted support across our channel network, we want to hear from you! This is a hybrid role, minimum 3x per week in our office in Waltham Abbey, Essex.

Responsibilities

• Sales Order Management: Take, edit, and expedite sales orders and loan requests, ensuring accurate and timely fulfilment.
• Order and Loan Status: Check the status and product availability for orders and loans, and update customers accordingly.
• Adaptability and Problem Solving: Handle curveball situations and last‑minute urgent requests, including visiting the warehouse and collaborating across multiple departments to find solutions for unexpected challenges.
• Return Processing: Create and process return authorisations while maintaining strict adherence to company policies.
• Invoice Adjustments: Process requests for invoice adjustments promptly and accurately.
• Product Inquiries: Field entry‑level product‑related inquiries and provide relevant information to customers.
• Customer Contact: Maintain direct contact with customers before and after order and loan fulfilment to ensure satisfaction and address any issues.
• Customer Relations: Support the sales team by developing and maintaining positive relationships with clients and customers, which can significantly impact product revenue.
• Inter‑Departmental Collaboration: Work closely with various departments to meet sales goals and ensure smooth operations.
• Problem Resolution: Work with end‑users, resellers, and distributors to obtain accurate accounts of equipment failures and provide detailed reports to management.
• Post‑Sale Support: Respond to customer inquiries about return approvals, status, delivery, and other post‑sale issues, resolving scheduling, shipping, and invoicing problems.
• Request Management: Expedite customer requests and act as the primary point person for other support functions.
• Coordination: Coordinate with other departments regarding order status, shipping dates, prices, product availability, and back orders.
• Additional Duties: Perform other duties as assigned to support the team and company objectives, offerings and sales processes.

Qualifications

• Experience in a customer service or support environment.
• A quick learner who can take on new tasks with general guidance.
• Strong verbal and written communication skills.
• Confident with Microsoft suite; SAP experience is a plus.
• A practical problem solver with a positive approach.
• A team player who enjoys working collaboratively.

Who We Are

Shure’s mission is to be the most trusted audio brand worldwide – and for over a century, our core values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn’t stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an associate‑first culture, flexible work arrangements, and opportunity for all. Shure is headquartered in the United States. We have more than 35 regional sales offices, engineering hubs, distribution centres, and manufacturing facilities throughout the Americas, EMEA, and Asia. Join Shure and Amplify Your Impact. Explore our unique culture and learn the key pillars that define our legacy of excellence.

THE MIX MATTERS

Don’t check off every box in the job requirements? No problem! We recognise that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you’re excited about this role, believe you’ve got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply!