Customer Service Data 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
Universal Music Group 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 Data Coordinator is responsible for processing orders and enquiries relating to customer orders. This will include but is not limited to handling enquiries and quality in the areas of pricing, status of deliveries, POD’s, Claims management and returns processing.
Key Responsibilities
Customer Service
Resolving 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
• Enter or process orders received by fax, post, telephone, EDI, VMI or e-mail onto the distribution system.
• Process urgent orders.
• Check error interfaces and resolve issue.
• Assist the Customer services team members whenever possible, particularly with administrative or recurring tasks.
• Managing all aspects of the returns administration process, to include :
o Managing returns requests from Customers (returns inbox).
o Seeking approval from UMG staff to raise RA’s.
o Managing returns accruals.
• Managing errors (includes raising RA).
• Returns Process flow management.
• POD requests and other reporting.
Master data management
• Set up and check pricing requests.
• Process system changes to:
o Customer.
o Vendor.
o UMG.
o Pricing, file discounts, campaign pricing.
o Items.
• Maintain the distribution system on behalf of UMG and its customers in a timely fashion.
Process & System Enhancement
• Performs special projects and ad hoc analysis as requested by management or as required for their assigned accounts.
person specification
Essential
• Experience in a customer facing role.
• Knowledge of Oracle based systems.
• Understanding of distribution processes.
• Is a highly detail orientated individual.
• Manages timelines; deals effectively with pressure.
• Experience in customer services or related activity.
• Good level of verbal and written communication skills.
• Service delivery orientation.
• Positive attitude and team player.
• Problem solving and decision making skills.
• Strong working knowledge of Microsoft Office applications (MS, Excel, Word, Access, Outlook, PowerPoint, and Visio).
• General understanding of manufacturing and supply chain operations.
Desirable
BA/BS degree preferred.
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.