Job Description

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.

A Career at HARMAN Lifestyle

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound.

• Contribute your talents to high-end, esteemed brands like JBL, Mark Levinson, and Revel

• Unite your passion for audio innovation with high-tech product development

• Create pitch-perfect, cutting-edge technology that elevates “the listening” experience

About the Role

The Customer Service Representative is a single point of contact for HARMAN Professional internal and external customers. Responsibilities include extensive customer contact, problem-solving, and analyzing customer information, reviewing business procedures, making recommendations, handling warranty claims, customer payments, service requests, and parts order entry.

What You Will Do

• Maintain daily communications with customers as directed, to ensure successful case resolution and proper follow-up leading to customer satisfaction.
• Proactively communicate with customers regarding the status of their orders and repairs
• Organize and Prioritize requests
• Effectively communicate return and repair procedures to customers
• Effectively and accurately provide product warranty information across multiple HARMAN brands to internal and external customers
• Coordinate with Technical Support to create RMAs received via phone, email, or website
• Direct requests and unresolved issues to the designated resource
• Keep an accurate record of all customer communication: inquiries, comments, and complaints
• Follow up on customer interactions
• Identify spare parts for HARMAN Pro Products
• Ensure customer satisfaction through the processing of service and parts orders, responding to and generating correspondence, and coordinating all aspects of customer activities
• Communicate with customers via phone, email, and web service tools
• Process credit card payments, generate invoices, and payment receipts
• Build knowledge base articles to enrich our training material
• Represent HARMAN brands with professionalism and integrity
• Enjoy working closely with others, but can also work independently
• Provide pricing and delivery information
• Process orders, forms, applications, and requests
• Organize workflow to meet customer timeframes
• Follow HARMAN Communication procedures, guidelines, and policies.

What is Nice to Have

• Ability to calculate figures and amounts such as discounts, interests, and percentages
• Knowledge of ERP Systems, preferably SAP and CRM applications (MS Dynamics).
• Experience with Braintree software for credit card receipts
• Willingness to learn other applications and programs required
• Maintain a high level of customer service expected by our internal and external customers.
• Proactive goal-oriented approach to decision making
• Proven Team Player who can effectively work with all levels of a global matrixed organization
• Ability to adapt to changing demands and conditions
• Flexibility to manage multiple projects/initiatives simultaneously and execute to completion.
• Ability to accurately input data
• Ability to write routine reports and correspondence
• Ability to effectively present information in one-on-one and small group situations to internal and external customers
• Ability to diffuse escalated customer situations
• Prior experience with Schematics, electronic components, and product Bill of Materials

What You Need

• Excellent verbal and written communication skills (English and Spanish)
• High School Diploma or equivalent
• Knowledge of customer service principles and practices
• Minimum of 5+ years’ experience in customer service
• Proficient in all Microsoft Office Suite products

What Makes You Eligible

• Willingness to work in an office in Tijuana, Mexico
• Willingness to work across multiple time zones
• Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen

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HARMAN is proud to be an Equal Opportunity / Affirmative Action employer All qualified applicants will receive consideration for employment without regard torace, 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.