Job Description

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. Position Summary: The Senior Customer Care Coordinator will have a key role in helping the company to achieve our aggressive sales goals. You play a large role in supporting the revenue growth + scale the business, productivity and exceptional levels of customer\'s satisfaction for the Company and is passionate about delivering and cultivating excellent customer service throughout the organization. What You Will Do Managing the Order Management function for 3 to 4 APAC sales territories, be the 1st level point-of-contact for everything on end-to-end order to delivery process, is the linking pin for the internal and external stakeholders. Responsible for accurate processing and releasing all sales orders - intercept purchase orders received from the customers entered via Harman PRO Portal plus, processing purchase orders received (non-Harman PRO portal or manual PO) from the customers. Perform order validations with high level of accuracy and consistent with the T&Cs on customer\'s purchase orders, to ensure orders are moved through to delivery/shipping accurately and promptly. Manages and maintains accurate open order books (open order and delivery report) with requested delivery dates that meet customer\'s expectations, prioritize and track customer\'s orders in SAP (orders monitoring and scheduling). Customer catalyst in order monitoring to minimize risk of delay deliveries - execute order expedites to the supply planning team on orders with long lead time and do not meet customer\'s expectations. Send regular order status to customers, work on orders backlog and oldest orders clean-up; negotiate + influence customers to accept sku swaps and plant/warehouse swaps. Act as the Logistic coordinator for Shenzhen China warehouse within the assigned sales territory - manage order fulfillment, obtain shipping approval from customers then release shipping instructions to 3PL. Working closely with 3PL + customer\'s appointed forwarder, monitor shipments and resolving any issues (if any) until shipments are delivered and invoiced before month end close. Support month end activities, evaluate and identify any shipments that are at risk or potentially drop out in revenue and promptly raise red flag to Channels Sales Manager and Supervisor. Identify gaps and opportunities to alleviate the shipment risks. Timely resolution and responses on day-to-day or routine issues with customers with a can-do attitude - naturally takes the lead and ownership to identify issues + root causes with customers while using own best judgement with focus on increasing sales and customer satisfaction for the Company. Ability to identify potential solutions and anticipate future problems. Maintains intenstive contacts with Channels Sales Managers and other internal stakeholders to ensure orders process timely, correctly and smoothly as well as, building and enhances customer relations. Act as an intermediary between customer and multiple departments including sales, supply planning and logistics/3PL department on handling complaints, shipping discrepancies, reverse logistics/returns. Proactively follow-up and provide appropriate solutions within the timelines, SLAs. Ensure timely resolution on order billing and shipment dispute(s), partnering with Finance + logistics/3PL in shipment disputes investigation. Issue credit/debit memos for valid disputes upon approval, to avoid AR collection issues. Monitor cash in advance (CIA) orders and issue proforma invoice promptly to ensure payments arrives in time. Collaborate with Finance Dept + identify orders on credit holds and incoming payments for CIA orders, to ensure orders are released then move to shipping swiftly. Savvy, quick to learn and adjust to all Harman O2C business applications such as SAP, CRM, PRO Portal and others, as they are integrated into the business, as well as effectively adapt to new processes as they are rolled-out. What You Need Diploma & above in Business Management or related field. At least 6 to 10 years working experience in Customer Service or Order Management functions. Strong proficiency in Microsoft applications (especially Word and Excel skills). SAP experience in Sales & distribution module and Order-to-Cash is required. CRM experience will be an advantage. Is result oriented with great attention to detail Possesses strong written and verbal communication skills. A strong team player who enjoys working with diverse cultures. Ability to handle responsibilities under pressure and ability to thrive in a fast-paced and revenue driven customer service environment while maintaining a positive attitude. What is Nice to Have Possess and exercise analytical skills within generally defined practices using a variety of sources in order to find solutions Possess knowledge in fundamentals of shipping procedures, especially air and ocean transportations (key freight terminology, incoterms, multimodal etc) Resilient and positive, can-do attitude and self-starter. Sensitive to timing delays, able to foresee problems in advance and take necessary actions on time. Willingness to work overtime to meet deadlines, especially at month end. What Makes You Eligible Be willing to work in an office - Hybrid Work Arrangements What We Offer Flexible/ Hybrid work environment Access to employee discounts on world-class Harman products (JBL, HARMAN Kardon, AKG, etc.) Training opportunities through our own HARMAN University An inclusive and diverse work environment that fosters and encourages professional and personal development HARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race,color, religion, sex, sexual orientation, gender identity, national origin,disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. (www.harman.com) About HARMAN International HARMAN (harman.com) designs and engineers connected products and solutions for consumers, automakers, and enterprises worldwide, including audio, visual and infotainment systems; enterprise automation solutions; and software services. With leading brands including AKG\xc2\xae, Harman Kardon\xc2\xae, Infinity\xc2\xae, JBL\xc2\xae, Lexicon\xc2\xae , Mark Levinson \xc2\xae and Revel\xc2\xae, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. HARMAN also is a technology and integration services leader for the Automotive, Mobile, Telecommunications and Enterprise markets. More than 25 million automobiles on the road today are equipped with HARMAN audio and infotainment systems. The Company\'s software solutions power billions of mobile devices and systems that are connected, integrated, personalized, adaptive and secure across all platforms, from the work and home to car and mobile. HARMAN has a workforce of approximately 30,000 people across the Americas, Europe, and Asia. In March 2017, HARMAN became a wholly-owned subsidiary of Samsung Electronics. HARMAN is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status. HARMAN offers a great work environment, brilliant career opportunities, professional training and competitive compensation. Looking for a challenge where your experience is valued? Come see what you can achieve as a leader with HARMAN!

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