Sr. Customer Advocate Harmonicis the industry leading solution for the transformation forvideo, 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 ordersManage new PO order entry, fulfillment, and coordinate shipments in an outsourced environmentRecognize Customer needs, set delivery expectations, and inform Customers of delaysMonitor backlog reports and systems to ensure efficient order handlingSupport team members with heavy work flow and back-up supportWork with cross-functional teams in all aspects of order fulfillmentCreate and coordinate international export documentationProvide 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 policiesWork very closely with Operations Planners, Credit department and other internal team membersWhat you will need to succeed Bachelor's Degree in business oriented field preferred3+ years of successful experience in order entry in a high technology service business environmentFunctional 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 demandsPossess strong commitment to team environment dynamics with the ability to contribute expertiseEnthusiasm and energy to contribute to and thrive in a rapidly changing atmosphere where roles continually adapt as the company evolvesEnergy and drive to accomplish goals, meet deadlines and find solutionsAbility to diagnose and solve problems with varying complexity while maintaining a focus on customer relationsAbility to manage own workload, work efficiently, and meet deadlinesAbility to focus on progress and results; a natural problem-solverAbility to lead through influence; strong active listening skills is a mustAbility to remain professional and courteous with customers at all timesStrong analytical and problem-solving skills, with the ability to effectively engage others as necessary to resolve issuesAbility to perform a number of routine tasks quickly, efficiently and accuratelySelf-motivated and able to work with minimal supervisionStrong interpersonal, written, and verbal communication skillsExcellent customer relationship management and communication skillsHighly organized with excellent time management skills and strong attention to detailAbility to work collaboratively and proactively through various department functionsAbility to build rapport and relationship with clients and internal stakeholders at all levels within the organizationExperience in Order Entry / Customer Service / Sales SupportExcellent verbal and written communication skillsService and detail oriented with strong analytical skillsExperience in an international company and technology sector is a plusAs required by Customer or Corporate needs, ability and willingness to occasionally work after normal business hoursDiversity, 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 relationshipsbased 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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