Customer Service Representative for Media and Entertainment

2 days ago

Bengaluru, Karnataka, India Premiere Digital Services Full time
About the Company

Premiere Digital Services (PDS) is a reputable media services and software solutions partner for content owners, video distributors, digital retailers, broadcasters, subscription video, and ad-supported platforms. We simplify the complexities of content distribution, supply chain, and digital storefront management by providing flexible B2B technical SaaS solutions and managed services for media assets.

We are a leader in cloud-based digital asset delivery and content optimization solutions for clients in the growing Media & Entertainment industry, bringing to life the quality of film and television, and transporting it to the hands of millions around the globe.

Job Overview

The Account Coordinator plays a vital role in the Client Services department as the customer contact and liaison for order management. The primary focus is on Customer Management and fulfilling customer orders. This individual works closely with production teams to ensure customers' orders are fulfilled on time and defect-free.

The Account Coordinator provides day-to-day support for all title/asset deliveries, responsible for communication to the Customer and potentially their customer as well as internally to all other departments. They must have some technical depth to understand typical technical issues that arise in mastering and distribution servicing.

Responsibilities
  • Provide exceptional customer service with a laser focus on excellent customer satisfaction.
  • Communication and reports center on order management and deliveries.
  • Supply Customers with regular account statuses, such as missing asset reports and delivery schedules.
  • Work with third-party Content Providers and Customers to establish and maintain relationships, ensuring the Fulfillment team receives assets and files on time and in compliance with policies.
  • Clearly communicate expected delivery dates for titles/assets via internal systems and Email/verbal communication for special cases and exceptions.
  • Daily identification of title/assets which are late or at risk of missing customer-specific SLA requirements. Proactive escalation of these issues to the Content Operations team and monitor the resolution/delivery.
  • Coordinate with internal operations teams to ensure on-time delivery of all Customer orders. Set priorities according to daily work schedules and agreed-upon production schedules.
  • Notification to internal stakeholders of any client workflow changes, request to onboard new providers, delivery delays, and programming changes. Responsible for escalating issues/changes quickly to supervisors and senior management.
  • Create Proformas (estimated and final), and request POs from the customers.
  • Work with Fulfillment to ensure they have all assets required to process an order.
  • Request missing asset required to fulfill an order.
  • Manage urgent or high-profile orders with Fulfillment.
  • Evaluate if an order is in jeopardy for being fulfilled on time.
  • Coordinate all asset acquisition with Content Providers and third-party labs for on-time delivery of all titles in a customer's schedule if applicable to the assigned account.
  • Alert Content Providers of any content not delivered to PDS prior to Due date.
  • Advise customers of any content that may miss its start date due to late delivery BEFORE the due date occurs.
  • Monitor the schedule and check the accuracy, reconciling any missing information. Work with the client to ensure dates are accurate.
  • Understand appropriate rate cards and the proper application of rates to orders.
Requirements
  • Strong verbal and written communication skills.
  • Strong interpersonal skills.
  • Experience working effectively in a fast-paced team environment managing high volumes of orders without error.
  • Experience with workflows in multiple locations across multiple time zones.
  • Must be highly organized and able to work independently within own process.
  • Proven ability to design processes from the ground up to support an evolving business need.
  • Ability to apply common sense understanding to carry out instructions furnished in written, verbal, or diagram form.
  • Proven ability to identify the correct problem and solve it.
  • Must be able to effectively document all processes, designs, and data flows.
  • Strong attention to detail and the ability to juggle multiple priorities is a must.
  • Ability to work well under pressure and within tight deadlines.
  • Ability to listen and engage different cultures and perspectives.
  • Positive, service-oriented personality.
  • The ability to learn and process information quickly is a plus.
  • Must be flexible to work extended hours and/or weekends to meet project deadlines.
  • Minimum of 3 years' experience in working in a Customer Service-based role.
  • Customer Service experience at an Entertainment or Media company is strongly preferred.

This position requires a strong understanding of customer needs and expectations. As an Account Coordinator, you will be responsible for delivering exceptional customer experiences and ensuring timely and efficient order fulfillment. If you have a passion for customer service and a knack for problem-solving, we encourage you to apply.

Salary Range

$60,000 - $80,000 per annum, depending on experience and qualifications.

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