Coordinator, Ecommerce Fan Services

This is a Full Time Job

How we LEAD:

UMG eCommerce & Label Services is seeking an enthusiastic, detail-oriented eCommerce Fan Services Coordinator to work within the Merchandise and E-Commerce Department in our headquarters in Philadelphia.

How you'll CREATE:

The eCommerce Fan Services Coordinator will be responsible for building and maintaining relationships with UMG cross functional departments, in particular the Label groups that you will be assigned to working closely with. In this position, you will be the voice of the customer, sharing learnings and findings with your Labels, Operations, and Store Management teams. This is an exciting and dynamic role that will help build relationships with label partners, fuel artist success, fan retention, digital store growth, and fan & label advocacy. You'll serve as an escalation point for the Fan Services Representatives, who will be communicating directly with customers on resolving their issues.

You will work closely with Operations, Store Management, and Label partners to work through and resolve customer issues. You will have an integral position within UMG, ensuring that we remain FTC compliant through messaging fans about updates and changes to their orders, while following through on our commitment to provide great customer service. You are highly motivated to create and maintain relationships with many team members who have different personality types, communication styles, and roles across both their careers and the organization.

The ideal candidate will have customer-facing customer service, customer success, account management, or project management experience, and is keen on expanding upon their knowledge of the music industry, specifically within e-Commerce. This opportunity is ideal for those who want to be an agent of change and contribute to a growing team and department.
• Work with cross-functional partners to obtain information related to products and resolutions to escalated fan issues to ensure timely resolution of their inquiries.
• Advocate for fans as the customer subject matter expert within cross-functional teams.
• Be an agent for change, working in an agile manner to meet the ever changing needs of your label and cross functional partners.
• Create and liaise with the Operations team to ensure on-time delivery of proactive consumer messaging regarding order status or product changes.
• Have a deep understanding of customer service policies to ensure representatives are providing updated and accurate information to fans based on information received from your cross-functional team.
• Assist with placement of orders, refunds, and exchanges as needed on behalf of fans.
• Research and report on consumer complaints made on social media.
• Work on department projects as needed.
• Handle administrative tasks on an ad-hoc basis.
• Uphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center.

Bring your VIBE:
• You have at least 2 years of customer service or project management experience.
• You have strong communication skills - both verbal and written.
• You can easily identify and recognize situations that need to be escalated quickly.
• You are an independent thinker; you're able to make meaningful decisions based on each situation.
• You have excellent follow-up skills and 100% follow through on commitments.
• You are results-driven, action-oriented, resourceful, and efficient.
• You have a strong work ethic and are highly motivated.
• You have an upbeat personality, and you are a team player; contributing positively to group and team settings.
• You have outstanding cross-team coordination, collaboration, and project management skills.
• You have strong organizational skills and the ability to maintain accuracy and meet deadlines in a high-volume, fast-paced environment.
• You can analyze and report on trends and issues.
• You have fluency in Microsoft Office and other Internet and Software Applications; including but not limited to Microsoft Excel, Mailchimp, Monday.com, and more.
• You have a passion for working with and helping provide resolutions for customers.
• You have a Bachelor's Degree in business or related field preferred.
• It's a bonus if you have previous experience working in the music industry, retail, or e-Commerce.

Perks Playlist:
• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
• Comprehensive medical, dental, vision, and FSA options, as well as:
• 100% coverage for out-patient mental health services
• Student Loan Repayment Assistance and Tuition Reimbursement
• 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
• Variety of ways to prioritize much-needed time away from work including:
• Flexible Paid Time Off (PTO) for exempt employees
• 3-weeks PTO for non-exempt employees
• 2-weeks paid Winter Break
• 10 Paid Holidays (including Juneteenth and Wellbeing Day)
• Summer Fridays (between Memorial Day and Labor Day)
• Generous paid parental leave for every type of parent

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer.

For more information, please click on the following links.

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