The Customer Success Specialist II is a vital member of the Customer Experience department, acting as a seasoned resource for pre-sale and post-sale information and assistance regarding all Shure products. Leveraging a robust customer-centric mindset, the Specialist II serves as a proficient problem solver using in-depth product knowledge, acting as a liaison for customers and offering solutions promptly and professionally. This role not only addresses customer inquiries but also takes a proactive approach in improving customer service processes and contributing to customer satisfaction and loyalty.

• Handle and resolve complex incoming phone calls and emails, regarding pricing, purchasing, technical support, and repair for all Shure products as an experienced point of contact.
• Maintain and share advanced knowledge of all Shure products and their applications. Identify and communicate customer needs, pain points, and potential product enhancements to the team. Serve as a mentor to junior team members.
• Proactively document and update comprehensive customer records based on interactions, ensuring detailed monitoring and reporting on customer satisfaction. Analyze patterns and recommend procedural changes.
• Manage complex Cases within Salesforce, oversee escalated issues, and ensure timely resolutions. Coordinate communication with customers and internal departments throughout the lifecycle of the Case.
• Address and resolve escalated complaints, work collaboratively with Sales, Dealer Support, Applications Engineering, Marketing, Service, and Repair departments for efficient issue resolution. Provide feedback to drive cross-departmental improvements.
• Oversee and respond to all incoming Leads and Opportunity Tasks, utilizing advanced sales techniques and deep product knowledge to convert leads and foster long-term customer relationships.
• Perform other advanced duties as assigned, such as analyzing and reporting trends, patterns, FAQs, frequent complaints, and customer feedback to management. Lead initiatives for customer service improvement.

• Bachelor’s degree in business, audio-related field, Communications, or a related discipline preferred.
• Minimum of 5-7 years of experience in Customer Service, Hospitality, Sales, or a related industry.
• Extensive Salesforce experience and proficiency in managing complex cases.
• Demonstrated technical expertise with audio electronics and related components, including advanced troubleshooting skills.
• Proven ability to exercise independent judgment, solve complex problems, and maintain composure in challenging situations.
• Strong analytical skills to review data, identify trends, and suggest actionable improvements.
• Exceptional organizational skills and attention to detail.
• High level of self-motivation, demonstrating initiative and autonomy.
• Dynamic communication skills, both online and offline, with exceptional writing skills for effective customer communication.
• Fluent in English and Mandarin.
  

WHO WE ARE

Shure’s mission is to be the most trusted audio brand worldwide – and for over a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn’t stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all.

Shure is headquartered in United States. We have more than 35 regional sales offices, engineering hubs, distribution centers and manufacturing facilities throughout the Americas, EMEA, and Asia.

Join Shure and Amplify Your Impact. Explore our unique culture and learn the key pillars that define our legacy of excellence.

THE MIX MATTERS

Don’t check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you’re excited about this role, believe you’ve got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply!

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