Customer Experience Liaison

4 weeks ago


Mt Juliet, United States KHS America Full time
About the Role

We are seeking a highly skilled Customer Experience Representative to join our team at KHS America. As a key member of our customer support team, you will be responsible for resolving issues for both retail partners and end consumers, while building trust and loyalty for our brand.

Key Responsibilities
  • Address and resolve consumer and dealer warranty claims via various communication channels
  • Provide detailed information about KHS America brands to end consumers, assisting them in making informed purchasing decisions
  • Connect end users with authorized dealers for the procurement of KHS America products
  • Support the Inside Sales and Business Development teams in resolving shipping, credit, and returns issues
  • Develop and maintain a comprehensive understanding of KHS America brands and products
  • Maintain an account database reflecting contacts, issues, resolutions, and other pertinent information
  • Process, maintain, and track consumer service tickets and parts orders for accordions and harmonicas
  • Recognize and report new or unusual trends in warranty claims
Requirements
  • High school diploma or state-approved high school equivalency diploma
  • Work experience in a role with interpersonal communication and problem-solving
  • Basic knowledge of various musical instrument families and types
  • Experience using a computer in a work environment
Desired Qualifications
  • Bachelor's degree or some completed college courses
  • 2+ years of successful customer service experience, either in a call center or retail environment
  • Understanding of musical concepts and terminology
  • Music industry experience and product knowledge
  • Familiarity with all KHS America product lines
  • Familiarity with SAP and Microsoft Office
  • Knowledge of KHS America operations
  • Bi-Lingual (Spanish)
Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is a temperature-controlled office with occasional visits to the warehouse to check products and parts.



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