Harman

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, and making recommendations, 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.
• Pro-Actively 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 RMA’s 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 the coordination of 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