Customer Service Coordinator jobs at Sony in United States, San Jose

• Implement a comprehensive customer service strategy aligned with the company's overall business objectives and DTC sales model.

• Analyze customer feedback and industry trends to identify opportunities for improvement and innovation in customer service processes, provide feedback and insights for stakeholders.

• Responsible for identifying ways to improve the overall customer experience, including Website or Store Front, Orders and Logistics.

• Anticipates the impact of current trends, products, and current/upcoming promotions and initiatives. Works in collaboration with service and business teams to create and execute project plans that incorporate initiatives into the customer experience.

• Collaborating with Contact Center and self-service teams, optimize customer service channels, apply sound business acumen to create a professional and high-performance culture of engaging brand enthusiasts CSRs.

• Responsible for executing Service components of My Sony Loyalty and My Sony Cares programs in collaboration with Direct-to-Consumer teams.

• Oversee and expand extended warranty opportunities related to Direct to Consumer.

• Conduct analysis of customer sales and service data to identify emerging trends, patterns, and insights, translating findings into effective strategies.

• Generate regular reports and dashboards to track important metrics and KPIs; communicate performance to stakeholders.

• Collaborate with other departments, including DTC, business units, Logistics, and Marketing to ensure a seamless customer experience.

• Lead meetings at appropriate intervals with internal departments, Japan CS representatives, external partners, to monitor the business and report out status of KPI’s and current projects.

• 5-7+ years broad functional combined experience in at least two of the following: Customer Service, Marketing, Finance, Operations Management, Business Planning.

• Proficiency in Microsoft Office, CRM systems

• Experience using data analytics tools such as Power BI, Excel Power Query

• Ability to translate ideas and business initiatives into effective and efficient operational workflows.

• Must have an affable personality, sound judgment, leadership skills along with a strong passion for Sony products and customer care.

• Experience in operations activities execution coordination and results tracking.

• Ability to effectively maintain, manage, and grow collaborative relationships with internal and external stakeholders and a small staff of direct reports.

• Strong analytical and critical thinking skills for complex issues.

• Effective communication skills, both written and oral.

• Ability and flexibility to travel when the job requires (up to 25%).

• Bachelor’s degree in business, Finance or Marketing,

• Developed analytical and project/program management skills.

• Knowledge of e-commerce platforms, customer service software, and data analysis systems (Data Bricks, SQL)

• Professional experiences in the consumer electronics ecommerce are a plus

The anticipated base pay range for this position is $to $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. In addition to a competitive base salary, this position is also eligible for an annual corporate bonus plan, which is based on company performance and is not guaranteed

based in San Jose, California, supplies advanced flow cytometry analysis and sorting technology for use in life science research.It markets products to private and public research institutions, pharmaceutical and biotechnology companies, and large medical centers. Over the years, Sony Biotechnology products have received numerous outstanding new product awards as well as technology awards including the Frost & Sullivan Emerging Technology award, and the Milestone Award. To learn more:

THIS ROLE IS A 12-MONTH TEMPORARY ASSIGNMENT

Experience in Biotechnology, Pharmaceutical, or related field is preferred but not required.

• Answer phone calls and emails from customers and route them to the appropriate function within Sony Biotechnology Inc

• Enter and process Customer Orders for Instruments, Consumables, Service Parts, T&M etc

• Be responsible and accountable for Customer communication and timely follow ups

• Handle and track customer interactions to ensure that all requests are handled with professionalism and efficiency, Escalate to Supervisor and Manager as necessary.

• Follow and recommend improvements to Sony’s policies and procedures to ensure all necessary paperwork is processed in an accurate manner to facilitate data entry, billing and delivery

• Comply with and adhere to all legal and regulatory compliance requirements, policies, and procedures

• Run D&B credit reports to support the credit check process

• Collect Customer Due Diligence forms from Sales team and follow up

• Support building and running weekly reports for Customer calls, Open Orders, Shipments etc.

• Transact all information accurately and timely in the ERP systems and other offline archival systems

• Document all desktop procedures, SOPs and policies for Customer Service Organization

• Support Accounting and Supply Chain teams on special projects and on month-end work to ensure cross-team collaboration to ensure books are closed timely and accurately

• Assist with special projects and other duties as directed by Management

• Honesty, trustworthiness and ethical conduct are material requirements for the responsibilities outlined above​

• Bachelor’s degree needed (Master’s preferred)

• 1-3 years of total work experience in Customer Service and/or Accounting or Supply Chain

• Minimum of 1 years of work experience in Customer Service organization

• Good skills in all desktop softwares including MS Excel, Word, Power Point, Adobe etc.

• All candidates must be authorized to work in the USA

Competencies

• Accuracy and attention to detail

• Aptitude for numbers and quantitative skills

• Ability to take ownership of work

• Ability to meet deliverables in a timely and comprehensive manner

• Strong teamwork and positive outlook and attitude

• Communications Proficiency

• Ability to work in a fast-paced environment

•Manage Sony job requisitions in the applicant tracking system, to include opening, editing, and closing job postings internally or externally, as appropriate.
•Schedule and coordinate interviews, including phone screens, panel interviews and technical or stakeholder interviews.
•Communicate interview details to candidates and interviewers, including date, time location and any necessary preparation materials.
•Manage interview calendars, ensure availability of interviewers, and send interview invitations and reminders to candidate and interviewers.
•Track recruiting activities to ensure compliance with guidelines and recruiting policies.
•Manage the Talent Help email box and respond to applicant inquiries.
•Support arrangement of external career or recruitment events, obtain promotional items, print materials, set up booths, etc.
•Perform sourcing support to build a competitive talent pipeline for hard to fill roles.
•Book candidate travel and process candidate expense report.
•Maintain, update and create standard operating procedures (SOPs), work instructions, forms, and how to documents in partnership with the team.

•Support the planning and preparation for events and activities, including meeting coordination, reserving conference rooms, printing materials, coordinating catering needs, room set-up and clean up after events, etc.
•Assist with records retention projects to scan and index paper files to Workday and/or to file storage facility.
•Organize and inventory office supplies.
•Assist with mailing packages or documents as needed.
•Coordinate with facilities and housekeeping for shred bin pick-ups, office cleaning.

•Retrieve historical job descriptions and job postings from various electronic sources and consolidate them into one electronic tool.
•Participate in meetings and update job posting records based on input from other attendees.
•Review job descriptions to eliminate non-inclusive language.
Other relevant Human Resources or Talent Acquisition duties as assigned.

•Experience with Microsoft Office (Outlook, Word, Excel, and PowerPoint)
•Strong organizational and time management skills with the ability to handle multiple tasks simultaneously.
•Excellent verbal and written communication skills, note taking/dictation.
•Being extremely efficient, detail oriented, organized, and resourceful.
•Elevated level of integrity, confidentiality, and access control to sensitive information.

Preferred Qualifications
•College/university coursework in Human Resources or equivalent experience.
•Experience working within a Human Resources department or Talent Acquisition team.
•Experience using Workday Applicant Tracking System (ATS) or other ATS experience.

The anticipated hourly wage for this position is between $24.00to $28.00. This job posting is for a temporary role and the selected individual will be employed through a third party managed service provider. As a temporary employee, you may be eligible to enroll in benefits, at your cost, through the managed service provider.

Responsibilities will include:

• Manage 1P data campaigns to drive sales of Sony Imaging products through two key touchpoint - E-mail and Paid Social

• Oversee Imaging E-mail program working closely with corporate customer marketing team.

• Responsible for the planning and execution of all 1P data Paid Social campaigns.

• Ensure key product and business priorities are highlighted within data marketing campaigns.

• Working closely with creative team to have the right creative and messaging for each campaign.

• Analyzation of our data and ideation of fun innovative new ways to market to our customers.

• Support and assist on all campaigns to increase Sony Imaging product registration rates.

• Support driving traffic to our Sony Retailer events using 1P data.

• Responsible for month end reporting for all Imaging email and 1P Data paid social campaigns

• Plan, budget and forecast key projects and initiatives.

• Manage partner vendors and/or external agencies.

An ideal candidate would possess the following qualifications:

• 5-7 years of related experience required; college degree preferred

• Experience in E-mail Marketing, CRM, Data Marketing is required

• Experience in using 1P data on social platforms

• Ability to form strong working relationships amongst key internal and external clients required.

• Experience executing on tight deadlines in a dynamic, fast-paced environment required.

• Extensive project management skills: Ability to juggle and successfully deliver on multiple large projects and initiatives simultaneously is also required.

• Comfortable creating and delivering presentations to key clients, internally and externally.

• Must possess extremely strong oral and written communication skills, computer skills in Microsoft Word, Excel and PowerPoint