Coordinator, eCommerce Fan Services

Job Description

UMG eCommerce & Label Services is seeking an enthusiastic, detail-oriented Coordinator, eCommerce Fan Services to work within the Merchandise and E-Commerce Department in our headquarters in Philadelphia.

How you'll CREATE:
• Work with cross-functional partners to obtain information related to products and resolutions to escalated consumer issues to ensure timely resolution of consumer inquiries
• Advocate for fans as the consumer subject matter expert within cross-functional teams
• Create and liaise with Customer Service Operations Manager to ensure on-time delivery of proactive consumer messaging regarding order status or product changes
• Manage and maintain customer service knowledge base to ensure representatives are providing updated and accurate information to consumers
• Assist with placement of orders, refunds, or exchanges on behalf of the consumer
• Research and report on consumer complaints made on social media
• Help to identify and delegate department projects as needed
• Handle administrative tasks as requested by management
• Uphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center.

Bring your VIBE:
• Strong communication skills, both verbal and written.
• Ability to recognize situations that need to be escalated
• Independent thinker; able to make meaningful decisions based on each situation.
• Excellent follow-up skills and 100% follow through on commitments.
• Result and action-oriented, resourceful, and efficient
• Strong work ethic, highly motivated, upbeat personality, team player.
• Ability to analyze and report on trends and issues.
• Strong computer skills; Microsoft Office, Internet search skills.
• Bachelor's Degree preferred
• 1+ years assistant experience or 2+ years customer service experience

Perks Playlist:
• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
• Comprehensive medical, dental, vision, and FSA options, as well as:
• 100% coverage for out-patient mental health services
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
• A lifetime fertility support allowance of $30,000 to plan participants
• Student Loan Repayment Assistance and Tuition Reimbursement
• 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
• Variety of ways to prioritize much-needed time away from work including:
• Flexible Paid Time Off (PTO) for exempt employees
• 3-weeks PTO for non-exempt employees
• 2-weeks paid Winter Break
• 10 Paid Holidays (including Juneteenth and Wellbeing Day)
• Summer Fridays (between Memorial Day and Labor Day)
• Generous paid parental leave for every type of parent

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

All UMG employees are currently required to be fully vaccinated against COVID-19 or provide proof of a negative PCR or Antigen test before entering any Company offices unless they have been approved for an exemption or unless prohibited by applicable law.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer.

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Jobcode: Reference SBJ-rvzn0m-3-144-48-135-42 in your application.