Product Specialist, Customer Experience

Harman Becker Automotive Systems Manufacturing Kft • Northridge, CA

6d • Hybrid

About The Position

As the Product Specialist, you will be responsible for summarizing and highlighting key and meaningful product feedback gathered from the field and interactions with our front-line customer service staff, to be shared with the customer service leadership team as well as the appropriate departments within the organization for continuous improvement purposes. The product specialist is also responsible for knowledge content creation for our products and the support of our customer service operations.

Requirements

• Associate’s degree or Technical School
• 5+ years’ experience in the Consumer Electronics industry.
• Experience using Salesforce
• Customer Experience Orientation
• Clear and strategic thinker; proven experience in translating strategies into actionable plans.
• Capable of handling multiple projects/initiatives simultaneously and executing to completion
• Responsible for projects that have hard deadlines that must be met.
• Proven team player with excellent communication and interpersonal skills who can effectively work with all levels of a global matrixed organization
• Must not only adapt, but must champion new and more efficient methods and techniques to meet the needs of the company
• Must treat all customers with utmost respect, understanding that they have different needs.
• Develop relationships with other departments based on honest communication, mutual respect, and teamwork.
• Have clear objectives and strive to exceed them
• Takes ownership for personal career and skill development.

Responsibilities

• Gather relevant product feedback from social media interactions, customers, and helpdesk team, and work with the appropriate department(s) to ensure customer feedback is communicated to relevant business units for review and/or action.
• Actively manage the NPI process tracker in collaboration with the counterpart from either the EMEA or US regions.
• Product knowledge creation in Salesforce.
• Answer social media reviews and questions through Bazaar Voice and Connections.
• Suggest and/or develop processes and provide regular product training and updates to the helpdesk team’s trainers and team leaders.
• Provide recommendations as appropriate to the product teams.
• Analysis of service repair reporting
• Provide advice, assistance, and support to the helpdesk teams, as well as handling escalations and responding to technical questions regarding the respective business units.
• Ongoing review and analysis of Salesforce business unit reporting to detect any trends that may need to be communicated.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree