Careers at Sekura.

Senior Customer Service Specialist

Location: North America

We have an exciting opportunity for a seasoned Sr. Customer Service Specialist to join our growing team.  This position is responsible for supporting the Head of Customer Service to ensure the highest level of service is achieved and maintained across the NAM Customer Service Team, in addition to being the customer service point of contact for some of our largest global customers.

Based in the Eastern time zone, the ideal candidate will bring a passion for delivering outstanding service. This hands-on role involves handling complex customer inquiries, coordinating with cross-functional teams, and driving process improvements to enhance customer experience. You will be tasked with building strong relationships with key clients, ensuring timely and accurate communication, and resolving issues with professionalism and empathy.

Exceptional customer service experience along with strong people and organisational skills are an absolute must for this role.

Essential Duties & Responsibilities:

• Being the first point of contact for our key Platinum accounts.
• Support the Global CS Team with management of key global customer accounts.
• Create and maintain customer reporting to support forecasts, stock availability, and rollouts as agreed with customers.
• Monitoring order entry and daily dispatches carried out by the NAM CS team.
• Managing queries and escalating emails as appropriate.
• Monthly KPI Reporting.
• Assisting the NAM CS team with the day-to-day handling of customer quotations, orders, dispatches, queries, and any other ad-hoc requests.
• Working with 3PLs to manage outbound deliveries, large rollout planning and execution, QC process, and query resolution. Reconciling information, charges and escalating discrepancies.
• Liaising with internal teams including Sales, Finance, Project Management and field service engineers on projects, pilots, invoicing, store rollouts, customer required reporting, etc.
• Managing product returns through the RMA process.
• Recording of NCM incidents and participation in the NCM process.
• Supporting the sales team with presentation preparation, internal sales queries, forecast information, following up queries with internal departments, and creating quarterly customer business review reports and discussing them at customer review meetings.
• Identify opportunities to cross-sell and upsell, working closely with the account managers.

Qualifications Include: 

• 2+ years working in a senior/supervisory customer service role with experience in a business-to-business environment with inventory-based products.
• Extensive account management and order processing experience including experience balancing multiple tasks and customer needs simultaneously.
• Comfortable leading, training and developing a remote team.
• Confident liaising with all levels within a business, both internally and externally, presenting information, discussing challenges, and proposing solutions.
• Passionate about providing outstanding levels of service.
• Comfortable under pressure, and in challenging situations, being able to remain calm and articulate.
• Highly organized with excellent attention to detail.
• Excellent interpersonal skills and communicator, with outstanding written and verbal English communication skills.
• Ability to understand customer pain points and a genuine desire to help our customers resolve issues.
• Intermediate level experience with Microsoft Office. Competent in the use of Excel to create reports and analyze data.
• Self-motivated with a positive can-do attitude and the ability to be flexible in a fast-paced dynamic environment.
• Authorization to work indefinitely in the US or Canada without restriction or sponsorship.

About Us:

Sekura Global is an expert provider of loss prevention solutions specializing in security tags. We partner with top retail customers to develop innovative, easy to use products that offer a high level of product protection and peace of mind. We have offices and warehouses in North America, the UK, Germany, and Australia, with our headquarters based in the UK. We pride ourselves on being responsive and nimble, taking a dynamic approach to combatting retail crime worldwide.  https://sekura-global.com/

We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, pregnancy, genetic information, national origin, disability, protected veteran status or any other characteristic protected by law.

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