Careers

Do you enjoy working in a fast-pace corporate environment? Is music an essential part of your life? Singing Machine creates Joy through music and is continuing to grow! Come become a part of our Singing Machine Family!

Our Corporate Customer Experience Representative will provide technical support to our end users (Singing Machine customers). They will also diagnose and troubleshoot Singing Machine products and/or services as well as qualify products for warranty options. The Corporate Customer Experience Representative reports to our Customer Experience Manager.

Responsibilities include:

• Addressing incoming calls, live online chats, and email inquiries from customers regarding karaoke machine products and/or services. All of this will be done simultaneously.
• Assisting customers with general unit set up of our products, the unit’s functions, and the services available.
• Providing customers with basic or in-depth troubleshooting steps (dependent upon their needs) to resolve operational/functionality issues with karaoke system and/or services.
• Providing customers with basic and/or in-depth troubleshooting steps for internet music downloads to resolve music playback issues.
• Utilizing available documentation and resources to identify and resolve customer concerns quickly and effectively to maximize same-day resolution and customer satisfaction.
• Creating thorough notes to document customer concerns that include collaborative troubleshooting and the resolution to ensure painless hand-off to our Customer Experience Manager, when a concern is escalated.
• Keeping our customers informed of the progress by checking the status of work orders in customer record systems and sending follow-up emails or conducting follow-up calls, when required.
• Meeting key performance metrics for services that align to our customers’ needs.
• Providing a value-added experience with outstanding customer service by effectively communicating with customers in all mediums to meet evolving customer demand and maximizing customer satisfaction.
• Maintain quality call standards, as trained.

SKILLS & KNOWLEDGE QUALIFICATIONS:

• An aptitude to quickly learn basic technical concepts and communicate to technical & non-technical audiences.
• Ability to communicate clear and concise, basic troubleshooting and problem-solving tasks.
• Exceptional customer service skills.
• Strong interpersonal and organizational skills.
• Excellent written and oral communication skills with an ability to thrive in a fast-paced environment.
• Ability to work independently and as part of a team.
• Experience with MacOS, iOS and/or Android software.
• Strong ability to multi-task in a face-pace environment using various system resources.
• Ability to speak, write, and type clearly and accurately.
• Knowledge of relevant software computer applications and equipment (Windows, Microsoft Office Suite).
• Demonstrate proficiency in typing and grammar.
• Active listening skills.
• Knowledge of customer service principles and practices.
• Multi-task capabilities.
• Effective time management skills.

REQUIREMENTS:

• Ability to type 40 WPM
• Confident and driven individual with excellent communication skills
• Quick learner – Has the ability to learn new systems, services and processes
• 1-year technical support experience or equivalent transferrable skills in a fast-paced environment
• High school diploma or general education degree (GED) or equivalent work experience
• Ability to work a flexible work schedule (Will include rotating Saturdays and working holidays including Christmas Eve and Christmas Day.)
• Familiar with music files and download procedures
• Familiar with on-line chat inquires
• Familiar with internet research and internet navigation
• Internet computer skills (Chrome and Internet Explorer)

PREFERRED SKILLS:

• Familiar with music file formats and music download procedures (Strongly preferred)
• Familiar with case ticketing system: (Zendesk) a plus
• Familiar with phone system (Five9) a plus
• Call Center Experience (Strongly Preferred)
• Bilingual (Spanish/French/Creole) a Plus

Awesome benefits such as flexible hours, medical insurance paid for employees, dental, vision, AFLAC, vacation, personal time, sick time, paid holidays and floating holidays, 401(k) with an employer match, flexible spending accounts, tuition reimbursement, karaoke, and a general sense of fun.

Qualified and interested candidates should submit their cover letter and resume to careers@singingmachine.com

This is an exceptional opportunity for a sales support analytical star who wants to be part of a growing consumer electronics company that allows for empowerment to make real contributions to the company’s success. This position is based in Fort Lauderdale, Florida and reports to the Purchasing Manager.

The Corporate Retail Analyst will join the Sales & Marketing team and drive profitable business partnerships and inventory management strategies between retail and vendor partners. This position will require skills for product forecasting, inventory control, data analytics, understanding of industry trends, and providing excellent communication.

Job Requirements:

• 2+ years of experience working with national mass & regional retail channel and ecommerce companies in Consumer Electronics, Toys, Lifestyle, Home Goods, or related industries.
• An understanding of the sales process from purchase order to on-retail shelf placement.
• Knowledge of order processing and shipping procedures.
• Background in sales forecasting, POS reporting, inventory & stock management reports.
• Analytical thinker with problem solving skills; ability to identify issues and provide recommendations.
• Strong Excel and Data skills – Aggregating, Managing & Maintaining of data.
• Computer skills required:
  • Expertise in Excel (pivot tables, v-look ups, sorting/grouping data, etc.).
  • Proficiency in Microsoft Outlook, PowerPoint and Word.
  • Experience working with Vendor Central (Amazon), Partners Online (Target), and Retail Link (Walmart) strongly preferred.
• Work effectively across all company departments; marketing, product development, warehouse, accounting, customer experience.
• Must have clear, effective and concise verbal and written communication skills.
• Have strong initiative to work with limited supervision.
• Effective organization skills and ability to multi-task a must.
• Ability to improve and streamline processes to be more efficient and profitable.
• Support sales with vendor and retail management including all administrative follow-up and back office support.
• Bilingual highly preferred.
• Four-year college degree preferred.

In this role you will be working on:

Analytics & Forecasting

• Analyze weekly POS reports, highlighting trends and providing insight reporting.
• Provide future forecast & SKU needs based on channel demands and sell-thru trends utilizing historical sales and trend data.
• Build relationships with cross functional company teams; merchandising & planning, internal sales, operations, inventory planning, product managers, overseas office, other company retail analysts and outside vendors.
• Presenting sales analytic reports based on industry trends to Senior Executive Team (CEO, CFO and VP of Sales & Marketing)

Sales & Marketing Support

• Monitoring of all retail purchase orders, ad programs, promo offers, returns and defectives.
• Maintaining accurate record of retail program agreements, price lists, product information, order status, planning issues and vendor set-ups.
• Follow-up with outside sales reps and retail buying offices.
• Monitoring and management of all in-stock / out-of-stock product levels.
• Analyze vendor performance metrics to identify issues and root causes of retail execution issues.
• Potential for 10% travel to business meetings, trade shows, vendor events, etc.

Awesome benefits such as flexible hours, medical insurance paid for employees, dental, vision, AFLAC, vacation, personal time, sick time, paid holidays and floating holidays, 401(k) with an employer match, flexible spending accounts, karaoke, and a general sense of fun.

Qualified and interested candidates should submit their cover letter and resume to careers@singingmachine.com