Coordinator, Customer Service
Warner Music Group
New York, NYThis was removed by the employer on 7/29/2015 9:43:00 PM PST
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Full Time Job
WEC - WEA Corporation High Level Job Description:
Work in tandem with sales/marketing personnel to handle customer issues and concerns in a timely manner. Responds to customer inquiries from a multi-faceted customer base including business-to-business and direct to consumer sales. Establish and maintain strong working relationships with other department.
Detailed Job Description/ Responsibilities:
• Act as a liaison between the customer and internal departments in order to provide feedback of trending customer facing issues and system problems.
• Provide information on product, stock availability, delivery information, and returns.
• Respond to customer inquiries and complaints in a timely manner.
• Monitor customer’s open order status to identify potential problems and provide the appropriate analyses and reporting.
• Monitor order fulfillment process including the resolution of customer issues, late deliveries, pricing issues, identifying EDI exceptions/problems, etc.
• Identify and address issues to ensure on-time delivery of customer’s orders.Work with other departments to identify improvement opportunities.
• Resolve customer claims for orders/billings discrepancies/returns and process price protection adjustments.
• Assist e-Commerce department with D2C Customer Service support.
• Other special projects/duties as required.
Required
Competencies/Skills:
• Strong problem-solving skills
• Customer service-oriented attitude
• Ability to manage multiple projects and juggling various priorities
• Ability to work independently and be a team player.
• Willingness to work some nights, weekends and holidays.
• Computer literacy and proficient using MS Word, Excel, and Outlook preferred.
• Excellent written and verbal communication skills as well as listening skills.
• Excellent time management, follow-up skills, organizational skills, and strong attention to detail
Special Requirements/Preferences:
• Extensive knowledge of customer service techniques, marketing concepts, distribution and inventory procedures.
• Ability to achieve deadlines in a personable, cooperative and efficient manner within a pressed environment.
• Ability to communicate appropriate company policy to the customer.
Experience/Knowledge Required:
•
2-4 years of experience in customer service.
• College Degree preferred
• Proficient in MS Excel, MS Outlook, Internet savvy.
Our Company is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national Origin, alienage or citizenship, disability, marital status, familial status, military or veteran status, or any other legal recognized protected basis under federal, state or local laws, regulations or ordinances.
Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws and the Company complies with all applicable reasonable accommodation requirements which such laws may require. Accordingly, please inform the Company’s Human Resources representative if you need an accommodation in order for you to complete any employment application-related forms or otherwise to participate in the application or selection process for the position for which you are applying. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity and will enable applicants to participate in the application and selection process and for employees to perform the essential functions of their jobs without imposing undue hardship on our Company. The Company also will make reasonable accommodations to an applicants or employee’s religious beliefs and practices as may be required by law, unless an undue hardship would result.