• Job Description

  Req#: R-25707-2023

  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

  As a Global Customer Experience Coordinator, you will support our goal of delivering world-class experiences across digital touchpoints. Focusing on improving and enabling great customer experiences, participating in special projects, supporting voice of the customer activities, and assisting other Global roles within the team.

  This position is a key member of the Global Customer Experience team and will work closely with other functional areas such as Sales, Ecommerce, Product Development, Supply Chain, Finance, and IT.

  This position is within Harman’s Lifestyle Audio group, Consumer Division. The Consumer Division is a $3B consumer electronics business, and the global Customer Experience organization has approximately 700 personnel across 9 regions consisting of internal and external resources.

  
  What You Will Do

  • Support CX Global analytics with conducting moderate to complex statistical analysis to support critical business needs.
  • Help manage the third-party partner relationships to facilitate successful results.
  • Help with special projects scope definitions with the different regions as well as tracking key deliverables.
  • Assist with supporting sensitive customer support cases and escalations.
  • Help monitor operations performance and make recommendations to management team.
  • Support our Global online support content.
  • Closely collaborate with the Global CS Team to initiate, oversee, and manage major systems projects involving numerous other teams, to improve customer experiences as well as agent effectiveness and productivity.

  What You Need

  • 2+ years of experience in a customer service/experience, contact center, or consulting environment.
  • Understanding/familiarity with customer support channels, i.e., Chat, social media, chatbot, etc.
  • Proven data or reporting analytical skills, with the ability to summarize and present findings clearly and concisely.
  • Knowledge and experience with contact center operations and technology, i.e., Salesforce.com, preferred.
  • Experience with Voice of the Customer data analysis including the mining of product review and social media content to drive actionable insights, preferred.

  What is Nice to Have

  • Goal oriented self-starter and able to flex to changing business needs and priorities.
  • Ability to maintain a global mindset with a strong collaboration approach with peers and stakeholders.
  • Savvy, quick thinking and comfortable in a dynamic, fast-moving environment

  What Makes You Eligible

  • Be willing to travel up to 10%, domestic and international travel.
  • Be willing to work in an office.
  • Be willing to support a global team spanning many countries, languages, and time zones.
  • Successfully complete a background investigation and drug screen as a condition of employment.

  What We Offer

  • HARMAN has different base pay ranges based on geography and work location within the US. The base pay range for this role is $61,200 - $74,800, based on California work location. In addition to the work location, an individual’s base pay depends upon different factors, such as the job scope and impact and relevant skills, knowledge, education, and experience.
  • Extensive training opportunities through our own HARMAN University
  • Competitive wellness benefits
  • Tuition Reimbursement
  • An inclusive and diverse work environment that fosters and encourages professional and personal development.
  • “Be Brilliant” employee recognition and rewards program.
  • Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.)

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  #LI-DP2

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  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 the company

  HARMAN engineers solutions to enhance life’s experiences, simplifying the way people interact with technology and connecting them to the world around them.

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