Customer Service Coordinator
Universal Music Group
London, UKThis was removed by the employer on 2/2/2017 4:21:00 PM PST
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Full Time Job
main purpose of role
We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
The Customer Service Coordinator is responsible for the processing and expediting of customer orders. This will include, but is not be limited to, handling enquiries and quality in the areas of pricing, delivery status, POD’s, claims management and returns processing.
Key Responsibilities
Customer Service
Resolve customer, UMG or 3PL queries within SLA:
• Provide customer service cover on telephones:
o handling order entry
o delivery enquiries
• Liaise with 3PL’s and operational team members to ensure query resolution.
• Provide information to customers on release dates and services.
• Assist with queries originating within the distribution plant in relation to orders, deliveries, product information and release dates.
Order, returns and claims processing
• Monitor and progress all customer orders entered onto the distribution system.
• Expedite priority orders to ensure prompt and timely delivery to local DC.
• Check error interfaces and resolve issues.
• Assist the Customer Services team members whenever possible, particularly with administrative or recurring tasks.
• Manage all aspects of the returns administration process, to include :
o Managing returns requests from Customers (returns inbox).
o Processing RA’s under agreed escalation process.
o Managing returns accruals in conjunction with the Finance team.
• Manage errors (includes raising RA).
• Returns Process flow management.
• POD requests and other reporting.
Master data management
• Set up and check pricing requests and tables.
• Process system changes to:
o Customer Master.
o Vendor Master.
o Pricing, file discounts, campaign pricing.
o Material Master.
• Accurately maintain the distribution system on behalf of UMGI and its customers in a timely fashion, as required.
Process & System Enhancement
• Performs special projects and ad hoc analysis as requested by management or as required for their assigned accounts.
person specification
Essential
• Service delivery orientation.
• Positive attitude and team player.
• Problem solving and decision making skills.
• Advanced knowledge of Microsoft Office applications (MS, Excel, Word, Access, Outlook, PowerPoint, and Visio).
• Experience in a customer facing role.
• Knowledge of Oracle based systems.
• Understanding of distribution processes.
• Working within a Pan-European environment.
• Commercial awareness with regards to product costing.
Desirable
• BA/BS degree preferred.
• An interest in the distribution of Entertainment media.
diversity and inclusion
Universal Music is an equal opportunities employer and committed to the principle of diversity.
Disclaimer
The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.