Customer Service Representative – Americas

About the role

Link empowers entertainment and broadcast professionals worldwide to create inspiring performances through disruptive technologies and sustainable practices. We seek a dedicated and customer-focused Customer Service Representative to join our team at Link USA in Middleton, Wisconsin. This individual will be responsible for providing exceptional customer service to clients across the Americas.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and other communication channels.
• Provide detailed product information, including features, benefits, and usage, to customers.
• Assist customers with order placement, tracking, and delivery status updates.
• Resolve customer issues and complaints efficiently and professionally, ensuring high customer satisfaction.
• Collaborate with the sales team to support customer needs and ensure smooth order processing.
• Maintain accurate and up-to-date customer records in the CRM system.
• Coordinate with cross-functional teams to address customer needs and concerns, including logistics, product development, and technical support.
• Process returns, exchanges, and refunds in accordance with company policies.
• Provide feedback to the management team on recurring customer issues and suggest improvements to enhance the customer experience.
• Represent the company at industry events, trade shows, and other customer-facing activities as needed.

Requirements

• Bachelor’s degree in business, communications, or a related field (or equivalent experience).
• Proven experience in a customer service role, preferably within the entertainment technology or related industry.
• Strong communication, interpersonal, and problem-solving skills.
• Proficient in English Language (Spanish also desired)
• Ability to work independently and as part of a team, with a strong focus on customer satisfaction.
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities.
• Proficiency in Salesforce CRM software and other customer service tools.
• Detail-oriented with strong data entry and record-keeping skills.
• Ability to travel occasionally for industry events and training.

Compensation

We offer competitive compensation, including a base salary and a comprehensive benefits package.