Service Admin Coordinator II

4 weeks ago

Buena Park, United States Yamaha Full time

Yamaha employees are committed to helping everyone progress, express, and connect through music and sound. We offer innovative, finely crafted and award-winning products for the entire journey. As the world's largest musical instrument manufacturer, we are known for our quality, customer service and innovation.

Purpose of Role

Supports Service and Customer Support teams will multiple administrative activities, supports customers on various activities including but not limited to return merchandise assistance, parts information, parts ordering, servicer warranty needs and customer refund assistance.

Key Accountabilities Include

•Contribute to Customer satisfaction and Yamaha brand strength by creating positive customer experiences
•Supports achievement of Effective and efficient resolution to customer inquiries resulting in a positive influence on Yamaha Brand Strength
•Contributes to customer satisfaction to maintain Customer Retention and Brand Loyalty

Primary Responsibilities Include

•Process RMA's
•Maintain Servicer parts accounts
•Address servicers warranty needs
•Report customer inquiry/issues
•Process Customer Refunds
•Assist with NFS Process
•Assist with Parts phone, chat and email inquires
•Assist with process improvements for parts department
•Assist with documenting department processes and procedures

Core Functional Competencies

•Analytics - Operations: Use data to understand business process and inform goals
•Customer/Dealer Problem Resolution: Gather information towards appropriate solutions
•Department Technology and Systems: Understand and can effectively use department technology and systems to perform work
•Documentation: Produce clear writing to document customer/dealer issues and cases
•Product Knowledge - Operations: Possess detailed knowledge of Yamaha's products and services
•Brand Ambassador - Non marketing: Serve as a representative of the Yamaha brand

Core Behavioral Competencies

•Yamaha Way (Will, Integrity, Initiative, Challenge, Commitment)
•Customer Focus
•Values Differences
•Action Oriented
•Communicates Effectively
•Self-awareness
•Being Resilient

Qualifications
Ideal

•MS Office
•Customer Service experience
•Experience with Yamaha products

Preferred

•2+ year experience in customer service, parts information and warranty administration
•Oracle experience
•Salesforce or other CRM
•ServicePower Experience
•Background knowledge of Yamaha A/V equip and Music Instruments

Here's What We'll Bring

  • Comprehensive benefits package including Medical, Vision, Dental, LTD, Life-Insurance and 401k with match AND automatic contributions
  • Performance based bonus program
  • Robust employee wellness programs including free music lessons
  • Gym and wellness reimbursement program
  • Tobacco cessation reward program
  • Free concerts from award winning artists
  • Discounted hotel, travel, entertainment, and other attractions
  • Employee product purchase program
  • Flexible work options (including hybrid schedule)
  • Casual dress
  • Vacation, sick-time and personal floating holidays
  • Monthly events, for exampleBring Your Dog to Work Day, Employee Singing Competitions, Spirit Week and other fun events
  • Inclusive and passionate culture
  • We foster a culture in which everyone feels welcomed, included, and valued; and recognize that diversity contributes to the success of Yamaha
Compensation
  • Up to $29.00 per hour
  • The posted compensation is the base pay. This is the hiring range and does not include bonus potential or the value of benefits.The hiring range does not reflect total earning potential over time.
  • Final offers within the posted compensation range are based on qualifications, skills and experience required for the role.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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