Bilingual Partner Care Specialist

Overview

The Bilingual Partner Care Specialist role is to oversee a customer’s experience from onboarding to ongoing support. This role serves our international partners and customers in Latin America and Canada. This individual is proficient in reading, writing and speaking English and also possess proficiency in writing and speaking Spanish or French.

 

This individual acts as a liaison between the customer/partner and the company (Q-SYS). The Partner Care Specialist delivers exceptional customer service to internal Sales team, Q-SYS partners and customers. This includes timely and accurately managing quotes and orders, promptly responding to all customer inquires with enthusiasm and accuracy, and exercise a high degree of expertise, competent and knowledge to resolve customer problems.

 

The successful candidate possesses the ability to effectively manage different tasks in an exciting yet fast-paced environment. As the customer advocate and a trusted resource, the Partner Care Specialist is committed to building a strong relationship with our Sales Team, partners and clients to achieve our collective success.

 

Base Pay Range $26/hr - $35/hrWe 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 and generous time off.  

 

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.

Responsibilities

Customer Support General Requirements

• Maintain and keep up with emails & case queues. Provide same day acknowledgement and follow-ups on all outstanding issues. Avoid escalation to Sales team.
• Provide coverage on call queue as assigned. Provide same day call backs from Sales members and customers, even if you don’t have an answer. If able, support the team outside of your queue times when long hold times are apparent.
• Consistently meet service level standard for partners/customers that have a loyalty program or at a higher tier, i.e., Premier, Preferred accounts, Enterprise and Higher Education accounts.
• Maintain accurate record of customer data in Oracle and SalesForce . Data may include ship-to, office locations, contact management, shipping method, etc.
• Work directly with partners/customers on meeting Purchase Order requirements or other compliancies and documentation. Effectively identify products and services by item number/name, pricing, availability, replacement suggestions,sub-parts (service parts), as well request for tracking numbers, invoices, credits, RMAs, etc.

Order Management

• Effective and proactive management of backlog by timely review and removing exceptions, i.e., item(s) and orders requiring post-processing.
• Ensure orders are enterd into ERP (Oracle) system with => 98% accuracy rate. This includes a PCS entering the order and/or providing proper oversight of an outsourced partner and any other technology solution for order processing.
• Confirm order entry accuracy on export shipment details, including but not limited to shipping instructions, freight forwarder information, proforma invoice, and all relevant information to ensure order fulfillment is 100% satisfaction to the customers.
• Work diligently by closely following up with partners to resolve purchase order issues. Consult with Sales for help if necessary.
• For products that are out-of-stock, work with Sales Director to make suggestions and recommend other viable products to customers.
• Monitor orders th