Customer Service Representative

This is a Full Time Job

The specific group is responsible for managing the end to end Supply Chain to set up, manufacture and distribute time sensitive media product to a very demanding retail and consumer market.

The Customer Service Representative (CSR) will primarily be responsible to support daily sales order processing, responding to general email inquiries from customers, processing customer claims and customer reporting.

How you'll CREATE:

Order Management
• Order processing: manual keying order, web order entry and other system orders to process. These include Sales Orders, Accommodation Orders, Returns and potentially rekeyed as needed.
• Provide customer service coverage over telephone and email, answer ordering questions and resolving issues
• Assist with queries originating within Manufacturing and Distribution Centers in relation to orders, deliveries, product information and release dates
• Provide back up support to other team members in the Customer Service Department

Other
• Take ownership of personal performance targets and KPIs, results and continuous improvement
• Strong team player and collaborate well within the Customer Service team and with other UMG Operations Teams to improve end to end business processes

Bring your VIBE:

Skills/Abilities

• Manages timelines; deals effectively with pressure
• SAP S4 experience highly desired
• Prioritizes work activities; plans and stays organized in order to meet commitment and productivity standards of day to day process requirements
• Able to work independently with limited supervision
• Highly detail oriented individual
• Basic analytical and Excel skills
• Good communication skills, both written and oral
• Ability to effectively relate to and communicate with people at all levels of the organization, including supply chain partners

Other Necessary Skills & Key Attributes
• Takes initiative and seeks increased responsibilities
• General understanding of sales order management, including logistics and general warehouse operations
• Positive attitude and team player
• Problem solving and decision-making skills
• Strong working knowledge of Microsoft Office applications (Excel, PowerPoint, Word, etc.)

Languages
• Required: English
• Any other language is an asset

Experience
• 1-2 years' experience and proven, positive track record in a customer service or data entry role
• Working in a B2B environment is a plus
• Demonstrated proficiency with reporting and analytic tools
• A minimum of 1-2 years of experience in a customer facing role

Education

• Appropriate Customer Service and Order Management experience, specifically in a B2B environment

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.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Job Category:Customer Service

Salary Range:
$36,915.84- $63,370

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. All candidates are encouraged to apply.