Partner Care Specialist

The Partner Care Specialist is responsible for overseeing the customer experience from onboarding through ongoing support. This role primarily supports partners and customers in the United States and requires proficiency in reading, writing, and speaking English.

As a key liaison between Q-SYS and its partners and customers, the Partner Care Specialist delivers exceptional service to both internal teams and external stakeholders. Responsibilities include managing quotes and orders with accuracy and timeliness, responding to inquiries with enthusiasm and professionalism, and applying a high level of expertise and knowledge to resolve issues effectively.

The ideal candidate is capable of managing multiple priorities in a dynamic, fast-paced environment. As a customer advocate and trusted resource, the Partner Care Specialist is committed to building strong, collaborative relationships with the Sales team, partners, and clients to support shared success.

Base Pay Range: $54,000 -- $74,000
We will be accepting applications until a final candidate is identified.

The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans and generous time off.

QSC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC has pioneered the technology and solutions that enable immersive cinema, live performance audio, themed entertainment, digital collaboration and meeting experiences for our customers and partners around the world. A globally recognized innovator in the design, engineering, and manufacture of category leading high-performance loudspeakers, digital mixers, power amplifiers, audio processors, digital cinema solutions, and the Q-SYS software-based audio, video and control Ecosystem.

By joining the QSC team, you will be in a challenging, collaborative, fun, and innovative environment. We encourage employees to take ownership, to color outside the lines, and to imagine possibilities. Our culture is casual but dynamic, with cross-functional teams collaborating on creating memorable audio-visual experiences that deliver joy to people, wherever they are. At QSC, fun and hard work go hand in hand. Join us and make a difference in the way people experience movies, meetings, presentations, live performances, and much more.

Q-SYS is a cloud-manageable audio, video and control (AV&C) Platform built around a modern, standards-based IT architecture. With established solutions across Corporate, Education, Hospitality, Venues & Events, Cinema, Government, Healthcare, and Transportation, Q-SYS redefines what is possible for live and virtual experiences by uniting hardware and software partners, developers, and creators.

QSC Pro Audio delivers high-performance loudspeakers, digital mixers, power amplifiers, software and accessories. Our innovative products and solutions, supported with free training & education and unparalleled customer service, set the stage for creators, performers, and entertainment providers to confidently deliver impactful experiences for their audiences.

Customer Support - General Requirements

Monitor and manage email and case queues consistently. Acknowledge and follow up on all outstanding issues within the same business day. Aim to resolve issues independently and minimize escalations to the Sales team.
• Provide coverage on the call queue as assigned. Return calls from Sales team members and customers within the same business day, even if a resolution is not yet available. When possible, support the team outside of scheduled queue times, especially during periods of high call volume.
• Consistently meet service level standards for partners and customers enrolled in loyalty programs or belonging to higher-tier accounts (e.g., Premier, Preferred, Enterprise, and Higher Education).
• Maintain accurate customer records in Oracle and Salesforce, including ship-to addresses, office locations, contact details, shipping methods, and other relevant data.
• Collaborate directly with partners and customers to meet Purchase Order requirements and ensure compliance with documentation standards. Accurately identify products and services by item number/name, pricing, availability, replacement options, sub-parts (service parts), and respond to requests for tracking numbers, invoices, credits, RMAs, and more.

Order Management

• Proactively manage backlog by reviewing and resolving exceptions in a timely manner, such as items or orders requiring post-processing.
• Ensure orders are entered into the ERP (Oracle) system with a minimum accuracy rate of 98%. This includes oversight of orders entered by PCS or outsourced partners, as well as any technology solutions used for order processing.
• Verify accuracy of export shipment details, including shipping instructions, freight forwarder information, proforma invoices, and all relevant documentation to ensure complete customer satisfaction.
• Follow up closely with partners to resolve Purchase Order issues. Collaborate with the Sales team when additional support is needed.
• For out-of-stock products, work with the Sales Director to suggest and recommend alternative viable options to customers.
• Monitor orders on credit hold and ensure timely release of those eligible for pick, pack, and shipment.
• Manually process new Purchase Orders that fall under exception processes, including rush orders and configured orders.

Sales Support

• Participate in regional QBRs for key accounts. Coordinate with the Sales team on agenda planning, content development, and support needs.
• Collect and analyze internal and external customer feedback (Voice of the Customer) to identify areas for improvement and additional sales support opportunities.
• Assist in maintaining CPQ quote status and follow up on quotes to support the Sales team as needed.

Other Responsibilities & Team Norms

• Embrace a customer-first mindset. Treat customers with the same level of care and respect you would expect.
• Be a collaborative team member. Support your colleagues and contribute to shared success.
• Demonstrate dependability and proactive engagement. Your contributions are essential to the success of the Sales team and your peers.
• Provide backup support to teammates as assigned.
• Share ideas to enhance both your daily work experience and the customer journey.
• Seek opportunities to "wow" both internal and external customers.
• Stay engaged and present during meetings and team interactions. When appropriate, turn on your camera to foster connection.
• Complete all AmplifyU and other required corporate trainings on time. These resources help you stay informed about QSC policies.
• Commit to and embody the Q-SYS Customer Experience Credo.

Technical Skills

• Associate degree in Business Management or equivalent professional experience in customer service.
• Minimum of five (5) years of experience in customer service; logistics experience is a plus.
• Proficient in using digital platforms such as Microsoft 365 Suite (Word, Excel, PowerPoint, Outlook, Teams), Oracle, Salesforce, and Power BI.
• Skilled in navigating and managing multiple platforms and applications simultaneously and efficiently.
• Ability to follow established policies, processes, and work instructions with consistency.
• Strong attention to detail in managing customer data and communications.

Soft Skills

• Highly collaborative, especially with Sales and cross-functional Customer Service teams, to enhance the customer experience.
• Effective problem-solving skills and resourcefulness in resolving customer issues.
• Strong time management, prioritization, and organizational abilities.
• Capable of de-escalating customer and partner concerns, and recognizing when to escalate issues to Sales Managers or Customer Care Managers.
• Clear and effective communicator-able to convey messages verbally and in writing to both internal teams and external stakeholders.
• Committed to delivering a positive and inclusive customer experience through empathy, professionalism, and responsiveness.