Customer Support Coordinator - #2186160

As a key member of our Customer Support team you will deliver timely and positive sales transaction support throughout customer journeys with Audio-Technica Europe. This will include both sales order entry and after sales support for customers, via telephone and email as well as through direct platforms including the Audio- Technica EMEA webstores, ensuring that an excellent customer experience is delivered on each occasion. Taking a proactive approach to providing support

• Respond to and deal with customer requests efficiently and appropriately, received by email, telephone and social media channels, all managed through the business’ ticket-based case management system.
• Provide customers with basic pre-sales support by sharing existing knowledge-base articles and understanding when to escalate or route more advanced questions to the business’ technical support technicians, Business Development teams or European language specialists. Suggest ideas for additional knowledge-base articles based on internal and customer need.
• Assist customers who are making purchases and may be experiencing issues with the progress of their transaction, such as:
• Trouble placing an order via one of the business’ platforms.
• Payment issues which may involve escalation to the business’ Accounts Department.
• Cancellations of purchases due to change of mind, faulty product, or performance not as expected. This may occur at various stages of the supply chain and require different actions, including raising RMAs (Return Material Authorisations) and issuing transport partner collection labels if the package has already been received by the customer.
• Take a proactive approach to the coordination and support of Key Accounts across the UK, establishing regular communications and building positive working relationships to ensure effective account management, delivery of excellent customer experience, and achievement of account objectives.
• Communicate regularly with Key Accounts, responding to specific queries and managing any issues arising in a timely and effective manner.
• Maintain proactive management of all Key Account orders within the system, coordinating timely deliveries and communicating and collaborating with all internal stakeholders as required.
• Track the progress of dispatched packages, involving interaction with the business’ transport partner platforms and occasional internal and/or external escalation.
• Check reviews on Trustpilot and other platforms used by the business, responding to both positive and negative feedback, and collating recurring themes to support internal process improvement.
• Manage and review Sales Orders and RMAs within the business’ ERP system (Microsoft AX Dynamics), monitoring for any developing issues that may impact the customer experience.
• Support the wider Sales Support team as required, assisting customers across the various sales channels served by the business.
• Identify opportunities for improvement in systems, procedures and customer experiences, and share recommendations regularly with the wider Sales Support team.
• Undertake internal training to increase knowledge of the business’ products, understand Audio-Technica sales objectives and strategies, and develop customer relationship management skills.

• Excellent communicator, with a high level of interpersonal skills and the ability to influence customer decisions, especially the ability to keep an unhappy customer satisfied.
• Educated to GCSE level in Maths & English with fluent written and verbal English language skills.
• Intermediate level IT skills including Word, Excel, Outlook and hosted web applications such as Case Management.
• Administration, sales order entry and/or customer service experience of at least 2 years and comfortable working independently and collaboratively across departments.
• Previous experience of Key Account coordination and support and building positive working relationships with them.
• High level organisational skills and excellent attention to detail.
• Self-motivated and proactive, able to work as part of a team or on own initiative with the ability to multi-task and prioritise workload.
• Ability to work under pressure to meet deadlines and targets, remaining calm and focused upon delivering a great customer experience.

• Additional European language skills would be an advantage.
• Experience of Microsoft AX Dynamics software.
• NVQ qualification or similar in Customer Service and Administration.
• Outgoing personality who likes to succeed.
• Interest in the audio industry and knowledge of consumer electronics products.

• Permanent
• Full Time – 35 Hours per week
• Competitive Salary & Bonus
• 30 Days Holiday per year + Bank Holidays
• Free Healthcare Cash Plan Cover
• Hybrid Leeds / Home Office working after training
• Enhanced Maternity & Paternity Benefits
• Generous Discount on Products
• Generous Pension & Free Life Assurance
• Sick Pay scheme