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Customer Service Representative - Post Sales

Date: Dec 30, 2017

Location: Richardson, TX, US

Company: HARMAN International

Requisition Id : 104706 

Additional Work Location(s) ​​​​​:  

Position Summary

 

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, and making recommendations, warranty claims, service requests, and parts order entry.

 

Supervisory Responsibilities:

 

This position has no supervisory responsibilities.

 

 

Job Responsibilities:

  • Maintain daily communications with customers as directed, to ensure resolution and proper follow-up leading to customer satisfaction.
  • Organize and Prioritize requests
  • Coordinate with Technical Support to create RMA’s received via phone, email or website
  • Effectively communicate return and repair procedures to customers
  • Pro-Actively communicate with customers regarding the status of the technology and repairs
  • 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
  • Ensure customer satisfaction through the processing of service and parts orders, responding to and generating correspondence, and the coordination of all aspects of customer activities
  • Research and Process Warranty Claims
  • Communicate with customers via phone, email, fax, and web service tools
  • Represent HARMAN brands with professionalism and integrity
  • Provide pricing and delivery information
  • Process orders, forms, applications and requests
  • Organize workflow to meet customer timeframes

 

 

Basic Qualifications:

  • High School Diploma or equivalent
  • Knowledge of customer service principles and practices
  • Excellent verbal and written communication skills
  • Ability to diffuse escalated customer situations
  • Minimum of 5+ years’ experience in customer service
  • Proficient in all Microsoft Office Suite products
  • 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
  • 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.

 

 

Preferred Qualifications & Desired Competencies:

 

  • Interpersonal skills
  • Ability to calculate figures and amounts such as discounts, interests, and percentages
  • Knowledge of ERP Systems, preferably SAP and CRM applications (MS Dynamics). 
  • Willingness to learn other applications and programs required
  • Listening skills
  • Analysis and problem-solving
  • Attention to detail and accuracy
  • Data collection and ordering
  • Customer service orientation
  • Adaptability
  • Initiative

 

 

Leadership: Demonstrate character, clarity, courage and commitment to high-performance

  • Build environment of trust, high performance and engagement by establishing clear goals and a commitment to feedback, development and recognition

 

Change Orientation: Champion a better, faster and simpler way of doing things

  • Apply original thinking and continuous improvement to processes, products, systems or services and manage change to better serve customer needs

 

Collaboration:  Connect, engage and communicate with others

  • Encourage open expression of ideas; communicate effectively at all levels and build strong relationships

 

Judgment: Make sound decisions

  • Demonstrate critical thinking to take appropriate risk and make sound and timely decisions

 

Results-Driven: Deliver extraordinary results

  • Take initiative to achieve superior, quality results against internal or external standards of excellence

 

 

 

Eligibility Requirements:

  • Willingness to work in an office in Richardson, TX
  • HARMAN will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

HARMAN (harman.com) designs and engineers connected products and solutions for automakers, consumers, and enterprises worldwide, including connected car systems, audio and visual products, enterprise automation solutions; and services supporting the Internet of Things.  With leading brands including AKG®, Harman Kardon®, Infinity®, JBL®, Lexicon®, Mark Levinson® and Revel®, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. More than 25 million automobiles on the road today are equipped with HARMAN audio and connected car systems. Our software services power billions of mobile devices and systems that are connected, integrated and secure across all platforms, from work and home to car and mobile. HARMAN has a workforce of approximately 30,000 people across the Americas, Europe, and Asia. In March 2017, HARMAN became a wholly-owned subsidiary of Samsung Electronics. HARMAN is an Equal Opportunity /Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status.  HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. Looking for a challenge where your experience is valued? Come see what you can achieve as a leader with HARMAN!  (www.harman.com)

 


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

Job Segment: Customer Service Representative, Sales Rep, ERP, Customer Service, Sales, Technology