Service Marketing Coordinator
2 months ago
KEF is a 63-year-old UK-based company that has earned a reputation as the premier manufacturer of stunning, audiophile-quality audio solutions for modern home theater, hi-fi, custom installation & personal use applications. KEF products are distributed around the world and have won awards on both sides of the Atlantic.
KEF’s North American Sales office, located in Marlboro, NJ, is seeking the right person to fit the title of Service Marketing Coordinator. The Service Marketing Coordinator is a pivotal role bridging the marketing and customer service teams, focusing on the effective management of service tickets and ensuring high-quality customer interactions. This individual will be instrumental in streamlining service processes, enhancing customer satisfaction, and supporting the professional development of service teams.
Responsibilities and Duties:
- Promptly create and manage service tickets based on customer phone calls, ensuring issues are accurately documented and assigned for resolution.
- Efficiently connect customers with live agents, minimizing wait times and optimizing customer experience.
- Monitor and manage ticket response times, proactively addressing delays and facilitating quick resolution of customer issues.
- Assist in resolving straightforward service tickets directly, contributing to efficient service delivery and customer satisfaction.
- Collaborate with the service manager to coordinate and implement professional development programs for the service team, enhancing skills and performance.
- Extract and manage customer data for marketing analysis and campaign planning, ensuring compliance with data privacy and protection standards.
- Work with marketing team to parse data groups for custom targeting efforts ie. direct mail / email campaigns - Strong MS Office Skills are a MUST with this position.
- Contribute to the continuous improvement of service processes and customer engagement strategies, leveraging insights from service interactions and market trends.
Qualifications:
- Bachelor’s degree in Marketing, Business Administration, or a related field.
- 2-3 years of experience in customer service or marketing, ideally in a role involving service ticket management.
- Strong organizational and time-management skills, with a proven ability to manage multiple priorities in a fast-paced environment.
- Strong typing and MS Office experience is REQUIRED: Excel is a must (pivot tables, sorting, form fields, etc).
- Excellent communication skills, both verbal and written, with the ability to clearly convey information to customers and team members.
- Proficiency in customer relationship management (CRM) systems and marketing automation tools.
- Experience with Salesforce Service Cloud a big Plus
- Analytical skills to evaluate service performance metrics and customer data for marketing purposes.
- Collaborative team player with a customer-focused mindset and a commitment to professional development.
Work Environment:
This role combines office-based work with the dynamic demands of a customer service environment. It requires flexibility to respond to urgent customer needs and may involve occasional travel for training and development activities.
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