Sr. Customer Advocate

7 months ago

Farnborough, United Kingdom Harmonic Inc. Full time

**Sr. Customer Advocate**

Harmonic is the industry leading solution for the transformation for video, cable and media companies, with smarter, faster, and simpler video streaming and broadband services. We are at the forefront of industry innovations, with simplified streaming using the cloud or software as a service, or next-generation gigabit services for the cable market. To learn more, go to “About Harmonic”.

**Role Description**

We are looking for Sr. Customer Advocate. You will report to Director, Sales Operations.

**What you will be doing**
- Responsible for processing and management of customer orders
- Manage new PO order entry, fulfillment, and coordinate shipments in an outsourced environment
- Recognize Customer needs, set delivery expectations, and inform Customers of delays
- Monitor backlog reports and systems to ensure efficient order handling
- Support team members with heavy work flow and back-up support
- Work with cross-functional teams in all aspects of order fulfillment
- Create and coordinate international export documentation
- Provide ideas and feedback to management, on how to automate work, eliminate errors, streamline work flow, and better serve customers and improve company response time and policies
- Work very closely with Operations Planners, Credit department and other internal team members

**What you will need to succeed**
- Bachelor's Degree in business oriented field preferred
- 3+ years of successful experience in order entry in a high technology service business environment
- Functional knowledge of Microsoft Office Suite - Excel, Word, and PowerPoint and CRM and/or ERP system (Oracle and Salesforce)
- Required knowledge, skills and abilities include:_
- Enjoy working as a flexible and positive team member as well as independently and under pressure in a fast-paced environment with shifting and often conflicting priorities and demands
- Possess strong commitment to team environment dynamics with the ability to contribute expertise
- Enthusiasm and energy to contribute to and thrive in a rapidly changing atmosphere where roles continually adapt as the company evolves
- Energy and drive to accomplish goals, meet deadlines and find solutions
- Ability to diagnose and solve problems with varying complexity while maintaining a focus on customer relations
- Ability to manage own workload, work efficiently, and meet deadlines
- Ability to focus on progress and results; a natural problem-solver
- Ability to lead through influence; strong active listening skills is a must
- Ability to remain professional and courteous with customers at all times
- Strong analytical and problem-solving skills, with the ability to effectively engage others as necessary to resolve issues
- Ability to perform a number of routine tasks quickly, efficiently and accurately
- Self-motivated and able to work with mínimal supervision
- Strong interpersonal, written, and verbal communication skills
- Excellent customer relationship management and communication skills
- Highly organized with excellent time management skills and strong attention to detail
- Ability to work collaboratively and proactively through various department functions
- Ability to build rapport and relationship with clients and internal stakeholders at all levels within the organization
- Experience in Order Entry / Customer Service / Sales Support
- Excellent verbal and written communication skills
- Service and detail oriented with strong analytical skills
- Experience in an international company and technology sector is a plus
- As required by Customer or Corporate needs, ability and willingness to occasionally work after normal business hours

**Diversity, Equality, and Inclusion at Harmonic**

At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.

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