Partner Care Specialist, Pro Audio

Overview:

As a Partner Care Specialist for the Pro Audio Division, you will function as the Customer Advocate committed to providing an exceptional customer experience. Your primary function as the Partner Care Specialist is to manage the hardware sales and service needs of the customer accounts assigned to you, as well as End User Customers. You will be part of a team that focuses on fostering relationships with our customers and creating solutions for their QSC Pro Audio product needs.

Base Pay Range: $21/hr. to $26/hr. 
We will be accepting applications until a final candidate is identified.
 
The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans, generous time off and profit sharing.
 
QSC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC has pioneered the technology and solutions that enable immersive cinema, live performance audio, themed entertainment, digital collaboration and meeting experiences for our customers and partners around the world. A globally recognized innovator in the design, engineering, and manufacture of category leading high-performance loudspeakers, digital mixers, power amplifiers, audio processors, digital cinema solutions, and the Q-SYS™ software-based audio, video and control Ecosystem.
 
By joining the QSC team, you will be in a challenging, collaborative, fun, and innovative environment. We encourage employees to take ownership, to color outside the lines, and to imagine possibilities. Our culture is casual but dynamic, with cross-functional teams collaborating on creating memorable audio-visual experiences that deliver joy to people, wherever they are. At QSC, fun and hard work go hand in hand. Join us and make a difference in the way people experience movies, meetings, presentations, live performances, and much more.
 
Q-SYS is a cloud-manageable audio, video and control (AV&C) Platform built around a modern, standards-based IT architecture. With established solutions across Corporate, Education, Hospitality, Venues & Events, Cinema, Government, Healthcare, and Transportation, Q-SYS redefines what is possible for live and virtual experiences by uniting hardware and software partners, developers, and creators.
 
QSC Pro Audio delivers high-performance loudspeakers, digital mixers, power amplifiers, software and accessories. Our innovative products and solutions, supported with free training & education and unparalleled customer service, set the stage for creators, performers, and entertainment providers to confidently deliver impactful experiences for their audiences.

• Respond to the needs of our customers; build positive relationships by providing accurate information, timely responses, and resolution to issues.
• Interface with the Regional Sales Director for special account requirements or issues and proactively advise of any potential customer issues. At a minimum, customer acknowledgment must be delivered on the same working day to the customer.
• Review new purchase orders to ensure sufficient information is received. Coordinate with the customer on any adjustments needed.
• Interface via telephone, email, and in person with QSC customers and organizational stakeholders on a daily basis to take orders, offer product, service, and give general assistance as required.
• Process daily incoming orders for finished goods, service repairs, and spare parts. Resolve sensitive issues for customers by working closely with management.
• Manage customers' orders to ensure accurate shipments and invoicing according to customer purchase orders, repair authorizations, and spare part orders.
• Manage SFDC cases and tasks for Pro Audio accounts.
• Interface with the Logistics Team to ensure customer order fulfillment is timely and accurate, providing commercial invoices and other international documents as applicable.
• Using the CRM tool, process and track customer complaints, service requests, and product information requests; provide timely and concise information to customers.
• Participate in Partner Care Specialist team projects as assigned.
• Manage the daily backlog report.
• Perform other duties as assigned.

• Require a Associate degree in Business Management or equivalent work experience.
• A minimum of six (6) years’ work experience in a fast-paced customer support environment, with a minimum of five (5) years’ managing the customer experience and deliverables to domestic and/or international customers.
• A minimum of five (5) years’ collaborating with Sales and Customer Care Supervisor and/or Manager.
• ERP system knowledge such as Oracle or SAP is preferred.
• Must be familiar with Microsoft Office (Word, Excel, and Outlook).
• Must possess well-developed oral and written communication skills.
• Solid organizational and time management skills, with attention to detail and prioritization.
• Must be familiar with SalesForce.com (SFDC).
• Good interpersonal skills to collaborate and work effectively with cross-functional team members.