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Head of Customer Service, Americas
4 months ago
Description
Reporting to the Director of Customer Service, Global, you are managing a team of 3 people based in Westlake Village, California. You will be responsible for providing quality and efficient services and support to customers based on the American continent. Responsibilities include: Lead the customer service team and ensure ongoing communication and guidance is provided regarding customer satisfaction, product and service knowledge:Develop and update service procedures, policies and standards (manuals, troubleshooting documents and tools)
Develop and manage performance to departmental KPI’s
Keep ahead of industry’s developments and apply best practices to areas of improvement
Drive continuous improvement in the department through the evaluation of processes and procedures that will improve operations, efficiency, and service level to internal and external customers
Conduct preventive and corrective maintenance operations on audio-professional equipment distributed by the Company (loudspeakers, processors, amplifiers):Provide timely resolution of customer issues and follow problems through to resolution (via phone, emails or at customer’s sites)
Perform hand-on troubleshooting services and repairs: conduct investigations based on photos, serial numbers, amplifier log files and fault descriptions
Resolve in-house and team operational issues
Document enquiries into the system and ensure the data base information is kept up to date
Improve customer service experience and build strong relationships with customers
Interface with manufacturing, quality, customer service administrative, applications design and R&D
Skills & Experience
To be successful in this role, you will need the following:Strong experience in the audio industry, as a customer service / customer support / technical support expert, or in the sound engineering or application engineering field
Certification from a sound equipment manufacturer (example: L-Acoustics, Dante, SynAudCon…)
A strong capacity to think strategically and globally, along with the ability to build new ways of working
Ability to lead and inspire a team towards reaching global goals and alignment, ability and willingness to drive change
Exceptional listening skills and sense of customer service, self-drive, ability to take on tasks in an autonomous manner
Time-sensitivity, drive to answer customer needs in a timely manner
Proficiency in an ERP / CRM (Microsoft Dynamics preferred), and in the Microsoft office suite (Outlook, Excel, Word, PowerPoint…)
Fluency in several languages is not required but is a strong plus (English & Spanish ideally, any other language is welcome)
Bachelor’s degree is considered a plus
Compensation & Benefits Package: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,...)
Location : Westlake Village, California Travel : This position may require infrequent travel in the US and abroad for short or extended periods of time, depending on company needs.