Customer Service Support
Global Eagle Entertainment
Irvine, CAThis was removed by the employer on 9/1/2016 6:08:00 PM PST
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Full Time Job
Description
Customer Service Support | Global Eagle Entertainment Inc.
Global Eagle Entertainment Inc. (Nasdaq: ENT) is a worldwide provider of media content, technology, and connectivity solutions to the travel industry. Through the industry’s most comprehensive product and services platform, Global Eagle Entertainment provides airlines with a wide range of inflight solutions. These include Wi-Fi, movies, television, music, interactive software, as well as portable IFE solutions, content management services, e-commerce solutions and original content development. Serving over 150 airlines worldwide, Global Eagle Entertainment delivers exceptional quality and value to its customers to help them achieve their passenger experience objectives. The company’s headquarters are located in Los Angeles, California, with offices and teams located in North America, Asia, the Middle East, Europe, Africa, Oceania and South America.
Find out more at www.globaleagleent.com
Key responsibilities
The Customer Service Support position with GEE Lab Operations will be focused on data entry of purchase orders into our various proprietary programs to create work orders for video tape duplication and VOD file delivery and other related lab services work. This person will work closely with the Account Managers to provide support relating to the work orders as needed.
More specifically, the job entails:
• Prepare, compile and sort incoming purchase orders for data entry.
• Log, track, scan and file original client purchase orders.
• Review source documents by reviewing data for deficiencies, resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution.
• Prioritize purchase orders to enter according to due date
• Enter lab work orders into various proprietary order systems
• Determine applicable billing for each work order.
• Coordinate with various departments to ensure rush orders are prioritized
• Verify accuracy of billing information on incoming purchase orders
• Verify data for accuracy and revise as needed.
• Knowledge of various types of video encodes (ie. MPEG-1, MPEG-2, MPEG-4, WMV) and lab operations terminology
• Basic understanding of the tape duplication and VOD encoding process
• Ensure video and audio assets are available for orders being scheduled
• Distribute work orders to applicable departments for processing (encoding, duplication, editing, mastering etc.)
• Research order history as needed using the various tools provided
• Track work order status in various stages of production as required
• Issue change orders as required
• Keeping sensitive customer or company information confidential.
• Assist the IT department with the development, testing and improvement of current and future systems.
• Primary back up for second customer service support position.
Qualifications
• Planning and organizing
• Typing, Data Entry, Computer Skills
• Strong ability to perform duties independently, swiftly and accurately, and also be detail oriented.
• Ability to work under pressure
• Possess strong capacity to work with deadlines and meet them.
• Possess outstanding skill in customer service delivery, as well as working knowledge of Excel, Word and databases.
Areas of interest and intrinsic competencies
• Multi-tasking
• Proactive
• Interpersonal skills
• Strategic thinking