Join the leader in live IP-video solutions for the world's top broadcasters, sports, public safety and other organizations. With over 5,000 customers in over 150 countries, LiveU is the brand name used to cover every major news and sports event, from the US Presidential Election campaign to the Summer and Winter Games.
Position Summary:
LiveU is looking for a dynamic and energetic individual to manage our Operations Support team. The Operations support team is a shared services team supporting LiveU’s global operations. The team supports various ERP transactions as well as day to day management of product delivery, returns, and administration of SIMs. This exciting position will liaise with internal functions including sales, customer support, order management and operations.
Responsibilities:
Manage internal and contract resources to deliver 24/7/365 support of operations functions
Primary owner of relationship with offshore agencies used to provide contract resources
Continuously improve the process and rigor for customer service, set KPIs and measure performance
Responsible for hiring, training, and managing relevant departmental personnel that perform the following departmental functions
Partnering with the supply chain logistics team to complete ERP system transactions
Partnering with our customer support team to issue RMA’s (Return Material Authorizations) to customers and coordinate shipment of replacement material
Coordinating customer returns from product rental, RMA and Demo
Supporting the provisioning of LiveU’s mobile lines, including activation of new lines and making changes to line features based on customer orders.
Provide support to customers, distributors, and internal sales employees regarding inquiries of product availability and order statuses
Develop and implement training programs and new processes to ensure an ever-improving customer experience
Handling escalations and working with operations, order management and sales teams to prioritize orders including review reschedule and acknowledgment data and work with operations to review root cause and corrective actions
Requirements
A Bachelor’s degree or equivalent education and experience with a minimum of 5 years experience in customer service, order management or other customer facing operations roles.
Excellent written and oral communications skills
Experience managing a team
Proficiency with Microsoft Office
Previous ERP and CRM experience required
Availability for a fast-paced global role working with multiple time zones
Why you should join us
The mission – LiveU democratizes storytelling – we reduce the complexity, the constraints and the cost of remote, video transmission, meaning more people can share their story from more places, more of the time.
The technology – LiveU invented the core technology, acting as a true disruptor. Now as the established market leader, LiveU continues to invest in peerless products and innovations that our customers really love.
The people – our family are pioneers – they take personal risks, they dare to be different and they are passionate about what they do. Our people, like our products, are reliable – they pride themselves on meeting expectations, pragmatically pushing forward and collaborating together to get good work done. And our people are open – curious about new ways of working, developing, learning and transforming. We are diverse, inclusive and welcoming – honesty and integrity are table stakes.
Our people are PROs, fun loving, but professional. If you are a demand generation specialist looking to make a real impact we’ve saved you a spot , come and join us.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Management and Manufacturing
Industries
Broadcast Media Production and Distribution
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