PML Sound International

For over forty years, Paradigm and Anthem have set the standard for innovation and technology in loudspeaker and electronics manufacturing. We are a vertically integrated designer, manufacturer, and distributor of high-end, luxury consumer electronics. Our focus is on providing the best in luxury performance and value, while continually pushing the boundaries in design and quality. 

Paradigm Electronics is hiring an Order Desk & Support Representative to support our North American customer base. Reporting to the Senior Manager of Global Sales Support, you will be responsible for providing exceptional support and communication to the outside sales team and all North American dealers and customers via email and telephone. You will be responsible for reviewing and entering purchase orders into the database, validating details, and providing product support related to our brands.

●        Order Processing and Issue Resolution

•        Review and enter purchase orders into the database, validating details and processing payments

•        Provide inventory status, communicate availability and delivery time

•        Obtain freight rates and solutions for shipment options 

•        Investigate into shipping and processing error to determine course of actions  

•        Manage transmission of outbound and inbound orders through EDI

 

●        Customer Service and Support Communication

•        Provide customer engagement in a positive and approachable manner

•        Handle customer complaints/issues by providing solutions, often with a goal of providing First Person Resolution              to ensure the customer is satisfied

•        Redirect inquiries to the appropriate department when necessary

•        Comfortable with using AI tools

 

●        System Administration

•        Update and maintain customer database functions

•        Issue returns and service tickets 

•        Enter and log details into company database and service log

●        General Support and Collaboration

•        Acquire knowledge of company product and procedures

•        Liaise with various departments and colleagues to coordinate orders and shipments

•        Work closely with all warehouses to execute and complete all shipments smoothly

•        Perform other related duties to meet the ongoing needs of the organization as assigned by your supervisor

 

●        Escalation: 

•        Resolve concerns and questions related to customer requests and company procedures, referring to the                            supervisor when needed

 

●        Experience and proven ability to provide a high level of professional business communication

●        Must be proficient in Microsoft Office and Google Docs, Sheets

●        Minimum 2 years data entry and customer service experience

●        A keen interest in audio equipment/consumer electronics products preferred 

●        Attention to details and meet multiple demands

●        Willingness to learn and accept new challenges

●        Willingness to explore, learn and use AI 

●        Must be able to solve practical problems and deal with a variety of variables

●        Possesses good organizational skills; data and time management

●        Ability to work independently and maintain excellent attendance for success in this role