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General information

Location:
DK_Kvistgård_Hejreskowej 18A
Additional Location:
Kvistgård, Denmark
Job Family:
Quality
Worker Type Reference:
Regular - Permanent
Pay Rate Type:
Salary
JOB ID:
R-34145-2024

Description & Requirements

Do you want to work for some of the world’s leading audio brands? Become a part of the HARMAN team and get to work for JBL and Harman/Kardon. 

By joining HARMAN, you'll dive headfirst into the exciting world of headphones, portable speakers, party boxes and other audio technologies, and contribute to the success of Harman Lifestyle EMEA business. The consumer audio industry is fast paced, fun and dynamic and we’re looking for someone who is proactive, loves to work with a lot of different stakeholders from all over Europe and has creative ideas.

You will join our Product department based in Kvistgaard, Denmark, in the position of: 

Customer Support Analyst - EMEA

About the Role:

This position is within HARMAN’s Lifestyle Division EMEA, headquartered in Amsterdam. Job location is Kvistgaard, Denmark. The EMEA Customer Service organization has approximately 200 personnel across the region consisting of internal and external resources. The role will be responsible for leading analytics and Voice of the Customer for the Consumer Division EMEA and will be responsible for all aspects of contact center reporting, including needs assessment and analytics strategy.

You will be responsible for measuring, analyzing and generating recommendations to improve Customer Service Operations and end to end Customer Experience (including feedback to product development). The role will also be responsible for managing, organizing, and presenting online analytics data for monthly reports while establishing key metrics and developing reporting dashboards for analysis.

You will report to the Director of Customer Service. He or she will be expected to quickly develop an understanding of regional operations, processes and needs. This person must be comfortable analyzing data from many disparate systems and will be expected to devise and optimize reporting solutions that make the most of Harman’s Consumer Division resources.


This position is a key member of the EMEA Customer Service team and will work closely together with the colleagues in Product Support, Ecommerce Support and Customer Experience teams. This position will also work together with other functional areas such as Spare Parts, Product Quality, Ecommerce, Supply Chain, Product Marketing, Finance and IT.


What You Will Do:

  • Translate complex data into clear, engaging, and actionable summaries to be shared at all levels across the company by leveraging Qlik analytics and data from Salesforce, which is our callcenter CRM system.
  • As part of the Customer Service EMEA team, you will work with our customer service teams to help build and drive analytics capabilities to align with business objectives and growth projections across the relevant Customer Support areas, such as improving processes and support website improvements.
  • Lead analytics efforts and drive creation of standardized metrics, reports, executive dashboards and delivery methods to support regional and global teams.
  • Help drive our newly established Voice of the Customer capability. The goal is to analyze our product review and social media data as well as our support website usage, to understand trends and insights that help us improve our products, processes and digital capabilities.

What You Need:

  • At least + years analytics experience preferably in a customer service and contact center environment.
  • Experience with Voice of the Customer data analysis including the mining of product review and social media content to drive actionable insights.
  • Proven analytical skills, with the ability to summarize and present findings clearly and concisely.

What is Nice to Have:

  • Ability to maintain a global mindset with strong collaboration approach with peers and stakeholders.
  • Savvy, quick thinking and comfortable in a dynamic, fast-moving environment.
  • Proficiency with CRM and analytics tools such as Salesforce.com, SAP, Qlik Analytics, Google Analytics.

As a person you have a natural curiosity about new trends and innovation, and you thrive in a matrix organization. You possess a structured working approach and like to optimize processes and make sure that the customer gets as much value as possible for their money. You have a superb analytic data understanding and communicate easily in English and across national borders. Furthermore, you are open to travel occasionally between our regional offices.    

What We Offer:

  • HARMAN offers a diverse and inclusive work environment that fosters and encourages career development opportunities, professional training and competitive market base compensation. You will also receive top-notch employee discounts on on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.).
  • Flexible work schedule with a culture encouraging work life integration and collaboration in a global friendly working atmosphere and good work-life-balance.
  • Professional development opportunities through HARMAN University’s business and leadership academies.
  • Competitive wellness benefits.
  • Tuition Reimbursement.
  • Internal talent management leadership acceleration programs.
  • “Be Brilliant” employee recognition and rewards program.
  • A unique opportunity to contribute to drive revenue growth and nurture strategic trust-based relationships.

And a few reasons you might love it:

  • We're seeking talented and passionate individuals to join our team and help us transform the way people experience sound. As a global leader in the audio industry, HARMAN offers the chance to work with iconic brands like JBL, Harman/Kardon, and AKG, as well as cutting-edge technology and industry-first features.
  • We value excellence and brilliance in all of our 30,000 employees and we're looking for talented individuals who share our passion for innovation and superior sound technology. If you're looking for a career full of brilliant possibilities and the chance to work on industry-first features, then HARMAN is the place for you!

Don't miss out on the chance to be part of a culture that values excellence and brilliance in all of our employees. Apply now and take the first step towards a career full of brilliant possibilities! https://jobs.harman.com/en_US/careers

We look forward to receiving your application! Send your application with your resume and letter of motivation. We will process the applications as we receive them.For more information about the position or the recruitment process, feel free to contact our Recruitment department: marc.duteweerd@harman.com

Join HARMAN and discover a world of endless possibilities!

Please note: Only applications in english will be reviewed!

#LI-MD1

#LI-Hybrid


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.