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Head of Customer Service Team, Americas

2 months ago

California, Missouri, United States Audio LLC Full time
Job Description

**About the Role**

We are seeking a highly skilled and experienced professional to lead our Customer Service team in the Americas region. As the Head of Customer Service Team, Americas, you will be responsible for providing exceptional customer service and support to our clients in the Americas.

Key Responsibilities

  • Lead a team of customer service professionals to ensure timely and effective resolution of customer issues.
  • Develop and implement service procedures, policies, and standards to ensure consistency and quality in customer service.
  • Monitor and analyze customer feedback to identify areas for improvement and implement changes to enhance the customer experience.
  • Collaborate with cross-functional teams, including manufacturing, quality, and R&D, to ensure seamless communication and resolution of customer issues.
  • Stay up-to-date with industry developments and best practices to ensure the team is equipped to provide the highest level of service.
  • Conduct preventive and corrective maintenance operations on audio-professional equipment distributed by Audio LLC.
  • Provide timely resolution of customer issues and follow problems through to resolution.
  • Perform hand-on troubleshooting services and repairs, including investigations based on photos, serial numbers, amplifier log files, and fault descriptions.
  • Document customer inquiries and ensure database information is up-to-date.
  • Improve customer service experience and build strong relationships with customers.

Requirements

  • Strong experience in the audio industry, with a focus on customer service, technical support, or sound engineering.
  • Certification from a sound equipment manufacturer is a plus.
  • Ability to think strategically and globally, with a strong capacity to build new ways of working.
  • Exceptional listening skills and a sense of customer service, with the ability to take on tasks in an autonomous manner.
  • Proficiency in an ERP/CRM system, such as Microsoft Dynamics, and in the Microsoft Office suite.
  • Fluency in multiple languages is a strong plus, with English and Spanish being ideal.
  • Bachelor's degree is considered a plus.

What We Offer

  • Base Salary: minimum $80K yearly (depending on experience)
  • Flexible hybrid work policy: 2 days per week working from home
  • Profit Sharing
  • Medical insurance (health, dental, vision, etc.)

Location

This role is based in Westlake Village, California, with occasional travel required for short or extended periods of time, depending on company needs.