Customer Service Representative

Location:

- MX_Tijuana_Sor Juana Ines de la Cruz 243
- Job Family:

- Quality
- Worker Type Reference:

- Regular - Permanent
- Pay Rate Type:

- Salary
- Career Level:

- U4
- Job ID:

- R-44192-2025

**Description & Requirements**:
**About the Role**

The Customer Service Representative is a single point of contact for HARMAN Professional internal and external customers. Responsibilities include extensive customer contact, problem-solving and analyzing customer information, reviewing business procedures, and making recommendations, warranty claims, customer payments, service requests, and parts order entry.

**What You Will Do**
- Maintain daily communications with customers as directed, to ensure successful case resolution and proper follow-up leading to customer satisfaction.
- Pro-Actively communicate with customers regarding the status of their orders and repairs
- Organize and Prioritize requests
- Effectively communicate return and repair procedures to customers
- Effectively and accurately provide product warranty information across multiple HARMAN brands to internal and external customers
- Direct requests and unresolved issues to the designated resource
- Keep an accurate record of all customer communication: inquiries, comments, and complaints
- Follow up on customer interactions
- Identify spare parts for HARMAN Pro Products
- Ensure customer satisfaction through the processing of service and parts orders, responding to and generating correspondence, and the coordination of all aspects of customer activities
- Process credit card payments, generate invoices, and payment receipts
- Build knowledge base articles to enrich our training material
- Represent HARMAN brands with professionalism and integrity
- Enjoy working closely with others but can also work independently
- Provide pricing and delivery information
- Organize workflow to meet customer timeframes
- Follow HARMAN Communication procedures, guidelines, and policies.

**What is Nice to Have**
- Ability to calculate figures and amounts such as discounts, interests, and percentages
- Experience with Braintree software for credit card receipts
- Maintain a high-level of customer service expected by our internal and external customers.
- Proactive goal-oriented approach to decision making
- Proven Team Player who can effectively work with all levels of a global matrixed organization
- Ability to adapt to changing demands and conditions
- Flexibility to manage multiple projects/initiatives simultaneously and execute to completion.
- Ability to accurately input data
- Ability to write routine reports and correspondence
- Ability to effectively present information in one-on-one and small group situations to internal and external customers
- Ability to diffuse escalated customer situations
- Prior experience with Schematics, electronic components, and product Bill of Materials

**What You Need**
- Excellent verbal and written communication skills (English and Spanish)
- High School Diploma or equivalent
- Knowledge of customer service principles and practices
- Minimum of 5+ years’ experience in customer service
- Proficient in all Microsoft Office Suite products

**What Makes You Eligible**
- Willingness to work in an office in Tijuana, Mexico
- Willingness to work across multiple time zones
- Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen

**Important Notice: Recruitment Scams**
- HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.