Harman

About the Role

As the Supervisor, North America Customer Service, you will play a critical role in Harman’s Lifestyle Division. You will support the division’s success by ensuring that consumers are highly satisfied with their service experience. You will oversee all operational aspects of our contact handling infrastructure including our offshore contact center and a team of onshore Product Specialists. As the team leader you will also work to simultaneously improve customer satisfaction and cost-effective delivery.

About your Team

You will be supervising two Product Specialists and providing oversight and direction to 3rd party service providers.

What You Will Do

• Oversee and ensure successful execution of daily customer service practices including Tiers 1 & 2 contact center as well as escalations to Tiers 3 & 4.
• Monitor contact statistics and meet KPIs/SLAs. Forecast contact volumes, work with management to plan and staff accordingly. Provide monthly reports on metrics.
• Oversee fraud review, RA and other customer service processes to ensure timely completion.
• Work with CS Operations, Product Specialists and Trainers to develop Tier 1 & 2 SOPs and training programs.
• Provide work direction, oversight, mentoring and guidance to Product Specialists.
• Identify opportunities for process improvement. Work with management to prioritize, plan and execute the most impactful improvements.

What You Need to Be Successful

• Associate’s degree or higher in Business, Marketing, Communications or Electrical Engineering; or equivalent industry experience.
• Minimum of 5 years of experience with customer service operations and infrastructure including large contact center operations.
• At least 2 years in a senior or leadership role including analyzing and reporting metrics, KPIs and SLAs.
• Experience with consumer sound audio products such as portable BT speakers, headphones, earphones, component home audio systems, speaker drivers, etc.
• Proficient with Microsoft Office, specifically with XL in pulling large amounts of data and extracting accurate analysis and information for continuous improvement.
• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.  The employee frequently is required to reach with hands and arms.  The employee is occasionally required to stand and walk.  The employee must be able to lift to 50 lbs.

Bonus Points if You Have

• Strong working knowledge of SAP, Salesforce, Adyen, Qlik Sense, and AWS.
• Knowledge or experience with AI.
• Component level repair / service experience.

What Makes You Eligible

• Willingness to travel up to 10% of the time to EMEA, LATAM, and APAC.
• Willingness to work in an office in Northridge, CA in a hybrid setting.
• Successfully complete background investigation and drug screen as a condition of employment.

What We Offer

• Competitive wellness benefits and 401K Retirement Savings plan.
• An inclusive and diverse work environment that fosters and encourages career development opportunities.
• Flexible work schedule with a culture encouraging work-life integration and collaboration in a global environment.
• Professional development opportunities through HARMAN University’s business and leadership academies and extensive course catalog.
• Tuition Reimbursement.
• Access to employee discounts on world-class HARMAN products (JBL, Harman/Kardon, etc.).
• “Be Brilliant” employee recognition and rewards program.
• An inclusive and diverse work environment that fosters and encourages professional and personal development.