A Career at HARMAN
As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

About the Role

The Customer Service Representative is a single point of contact for HARMAN Professional internal and external customers. Responsibilities include extensive customer contact, problem-solving and analyzing customer information, reviewing business procedures, and making recommendations, warranty claims, customer payments, service requests, and parts order entry.

What You Will Do

Maintain daily communications with customers as directed, to ensure successful case resolution and proper follow-up leading to customer satisfaction.Pro-Actively communicate with customers regarding the status of their orders and repairsOrganize and Prioritize requestsEffectively communicate return and repair procedures to customersEffectively and accurately provide product warranty information across multiple HARMAN brands to internal and external customersCoordinate with Technical Support to create RMA’s received via phone, email or websiteDirect requests and unresolved issues to the designated resourceKeep an accurate record of  all customer communication: inquiries, comments, and complaintsFollow up on customer interactionsIdentify spare parts for HARMAN Pro ProductsEnsure customer satisfaction through the processing of service and parts orders, responding to and generating correspondence, and the coordination of all aspects of customer activitiesCommunicate with customers via phone, email, and web service toolsProcess credit card payments, generate invoices, and payment receiptsBuild knowledge base articles to enrich our training materialRepresent HARMAN brands with professionalism and integrityEnjoy working closely with others but can also work independentlyProvide pricing and delivery informationProcess orders, forms, applications, and requestsOrganize workflow to meet customer timeframesFollow HARMAN Communication procedures, guidelines, and policies.

What is Nice to Have

Ability to calculate figures and amounts such as discounts, interests, and percentagesKnowledge of ERP Systems, preferably SAP and CRM applications (MS Dynamics). Experience with Braintree software for credit card receiptsWillingness to learn other applications and programs requiredMaintain a high-level of customer service expected by our internal and external customers.Proactive goal-oriented approach to decision makingProven Team Player who can effectively work with all levels of a global matrixed organizationAbility to adapt to changing demands and conditionsFlexibility to manage multiple projects/initiatives simultaneously and execute to completion.Ability to accurately input dataAbility to write routine reports and correspondenceAbility to effectively present information in one-on-one and small group situations to internal and external customersAbility to diffuse escalated customer situationsPrior experience with Schematics, electronic components, and product Bill of Materials

What You Need

Excellent verbal and written communication skills (English and Spanish)High School Diploma or equivalentKnowledge of customer service principles and practicesMinimum of 5+ years’ experience in customer serviceProficient in all Microsoft Office Suite products

What Makes You Eligible

Willingness to work in an office in Tijuana, MexicoWillingness to work across multiple time zonesAny offer of employment is conditioned upon the successful completion of a background investigation and drug screen

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.