Ecommerce Support Coordinator

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.

A Career at HARMAN Lifestyle

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound.

• Contribute your talents to high-end, esteemed brands like JBL, Mark Levinson and Revel
• Unite your passion for audio innovation with high-tech product development
• Create pitch-perfect, cutting-edge technology that elevates the listening experience

About the Role

The Ecommerce Support Coordinator is part of the Harman Customer Service team located in Kvistgard, Denmark. The role supports the commercial part of Harman Lifestyle E-commerce business in the EMEA region. Both direct and indirect by working close together with our customer support call center doing our B2C support, our internal ecommerce team as well as the Operations Logistics team.

The Ecommerce Support Coordinator is expected to perform administrative day-to-day tasks, which includes solving immediate issues together with our call center and logistic experts. New employee will help overseeing and coordinating the commercial sales activities that are directly performed and developed by CS.

The Ecommerce Support Coordinator is acting as escalation layer for the helpdesk activities.

Define and improve processes and finding new and better solutions. Laying out processes, knowledge and training for ecommerce support and commercial support activities in the call center.

Furthermore, new employee will be a key support representative by assisting with testing, validating and providing constructive feedback in Global and local E-commerce-related projects as well as Customer Support projects.

Tasks and priorities are agreed with the direct manager, the Customer Support Commercial Specialist.

What You Will Do

• Provide advice, assistance and support to the helpdesk teams at our European call centers.
• Develop Helpdesk processes and training material and updates to the call centers team’s trainers and team leads.
• Optimize and maintain processes to be legally compliant and secure a high level of customer satisfaction.
• Gather relevant feedback from customer case data and helpdesk teams and work with the appropriate department(s) to ensure customer feedback is considered and if needed communicated to relevant business units for review and/or action.
• Collaborate with stakeholders across the EMEA region and global departments.
• Participating and assisting in projects related to global and regional E-commerce support.
• Solving complex issues when they arise and take new perspective on existing solutions.
• Oversee Ecom order and returns support and other Ecommerce Support processes to ensure timely completion, such as helping with Mass emailing or Mass order editing when required.
• Become an expert in our Ecommerce order management tools.
• Oversee continued development of consumer self-help resources and other media that empower consumers to find their solutions swiftly and in a cost-effective manner.
• Identify opportunities for assisted selling to consumers via the call-center, bulk orders for B2B businesses, replacement parts via the existing and new emerging channels and Ecommerce Support activities.

What You Need to Be Successful

• At least 2 years’ experience in a relevant position in Sales / E-commerce support or Customer Service.
• Excel and PowerPoint skills.
• Understanding of ecommerce setup and principles, CRM tools and customer service best practices.
• Knowledge of customer service metrics, KPIs and SLAs.
• Fluent in (business) English.

Bonus Points if You Have

Desired Qualifications:

• Results-Driven: Having a proactive, goal-oriented approach to decision making.
• Team Player:           Having respect for colleagues; leading with clarity and accountability.
• Change Orientation:            Able to adapt to changing demands and conditions.
• Customer Focus:      Providing exceptional service and quality to external and internal customer.
• Self-Awareness:        Accepting responsibility for personal development and actions.

What Makes You Eligible

• Willingness to travel up to 10% of the time.

What We Offer

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location
• Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.)
• Extensive training opportunities through our own HARMAN University
• Competitive wellness benefits
• Tuition reimbursement
• “Be Brilliant” employee recognition and rewards program
• An inclusive and diverse work environment that fosters and encourages professional and personal development

You Belong Here

HARMAN is committed to making every employee feel welcomed, valued, and empowered. No matter what role you play, we encourage you to share your ideas, voice your distinct perspective, and bring your whole self with you – all within a support-minded culture that celebrates what makes each of us unique. We also recognize that learning is a lifelong pursuit and want you to flourish. We proudly offer added opportunities for training, development, and continuing education, further empowering you to live the career you want.

About HARMAN: Where Innovation Unleashes Next-Level Technology

Ever since the 1920s, we’ve been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected.

Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today’s most sought-after performers, while our digital transformation solutions serve humanity by addressing the world’s ever-evolving needs and demands. Marketing our award-winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.

If you’re ready to innovate and do work that makes a lasting impact, join our talent community today!

Join HARMAN and discover a world of endless possibilities!

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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.