Careers

SUMMARY: 

The Customer Support Representative will play a pivotal role in ensuring our customers, including dealers and end users, have an exceptional experience with Korg USA. With our wide range of product offerings this multifaceted position requires a passion for musical instruments, excellent communication skills, a knack for problem-solving and a providing a great customer experience. 

A successful candidate for this role will develop a strong command of the company's customer service policies, customer shopping experience, be a team player, and be ready to learn our brand and products inside and out.

 

ACCOUNTABILITIES AND RESPONSIBILITIES:

• Build and maintain positive relationships with KUSA co-workers, dealers, sales staff, and end users while addressing inquiries, concerns, and providing timely resolutions

• Field incoming calls to the Customer Service call center 

• Provide support to customers and staff with order entry, return/credit processing, and other general questions and assistance

• Develop an in-depth knowledge of our range of musical instrument offerings

• Assist customers with product-related questions, troubleshooting, and technical support via email tickets 

• Guide customers through user level technical issues, offering step-by-step instructions and solutions

• Gather and provide feedback from customers and dealers to the product team to contribute to product improvement and development

• Provide weekly report of any recurring customer issues, trends, and propose solutions to mitigate similar problems in the future

• Monitor DTC store policies, listings, terms of service, to ensure information is always up to date

• Attend product training sessions on new products as they are introduced

• Assist in monitoring and updating support portals and FAQ’s making sure information is up to date 

REQUIREMENTS / QUALIFICATIONS:

 

• Hard working, reliable, responsible, team player who brings a positive and helpful mental attitude to work every day

• Personable and outgoing

• Ability to work collaboratively with internal teams and external customers

• Genuine interest in providing the best customer experience 

• Detail and solution oriented

• Ability to follow detailed instructions and procedures accurately and quickly

• Ability to communicate with confidence and have strong problem solving skills

• Excellent written and verbal skills 

• Flexibility and ability to handle change

• Ability to multitask

• Superior telephone skills

• 1-2 years Customer Service experience in a call center and/or retail environment 

• Proficiency in Microsoft Office

• Proficiency in CX ticketing software required.  Zendesk preferred.

• Passion for music 

• Advanced understanding and experience with electronic musical instruments such as synthesizers, digital pianos and dance/DJ gear

• Technical proficiency to understand and troubleshoot musical instrument-related issues

• Knowledge and understanding of the products distributed by Korg USA preferred

• High School or equivalent degree required, Associate’s degree preferred 

• This position is on-site and will report to our Melville, NY office 

 

This job description is not intended to be all inclusive.  Employee may perform other related duties to meet the ongoing needs of the organization

 

Salary Range: $21-$22 per hour

 

SUMMARY: 

 

We are seeking a dynamic and self-motivated District Sales Manager who will be responsible for stimulating sales and managing the overall business activities within the North Central Territory of Korg USA. Preferred candidate would be located in the North Central or a major metro within the assigned territory. Candidate should be goal oriented, proficient in managing the dealer network, growing all Korg USA brands retail presence and market share, and prospecting for new business opportunities. He/She should have a strong passion for growth and will to succeed with strong knowledge relating to the music products industry.  This position is responsible for the sales and distribution for all Korg USA brands in the assigned territory.

 

 

ACCOUNTABILITIES AND RESPONSIBILITIES:

 

• Responsible for all sales within the following states (subject to change); IA, IL, IN, KY, MI, OH, WI, WV.

• Execute sales strategies and achieve sales quotas for all brand categories within the Korg USA portfolio.  

• Proactively work with Korg USA Marketing team, Brand and product management teams to administer support materials, product trainings and special events to maximize sales in the territory.   

• Plan regularly scheduled in-person, virtual and telephone meetings with authorized dealers to implement sales programs, train staff, merchandise products, plan events, and help generate sell-through at retail, which could include occasional weekend days.

• Establish and manage relationships with all music stores within the territory’s geographic boundaries, both in and out of the existing Korg USA dealer network.

• Provide timely field sales reporting and market feedback, including current competitive sales performance as well as identifying and communicating arising industry trends.

• Track progress of sales programs, promos and product launches within territories, and provide regular updates to management.

• Monitor compliance of policies as outlined in the Korg USA Dealer agreement, including but not limited to online sales, marketing activities and in store brand representation.

• Establish and manage a strong presence of all Korg USA brands within all major metros and markets in the sales territory, including identifying under performing areas and developing a plan to achieve goal.

• Work with Korg USA Credit team to assist in maintaining healthy and current credit accounts and balances.

• Monitor and report accurate dealer inventory information.  Manage stocking requirements.

• Attend trade shows, sales meetings and dealer events as required by the company, which could include travel outside of the sales territory.

• Excite, Engage and Educate the Korg USA Dealer Network.

 

REQUIREMENTS / QUALIFICATIONS:

 

• 3+ years B to B sales and account management experience, preferably in the Musical Instrument Industry.

• Proven ability to succeed in a competitive sales environment. 

• Proactive, strategic minded with the ability to solve problems and operate with an entrepreneurial mind-set. 

• Excellent communication, follow-up and presentation skills.

• Availability to travel up to 50% of the time or more if needed, with multiple nights away from home throughout the month.

• Valid driver’s license with an adequate and reliable vehicle to travel in the territory, transport product samples, and occasionally travel with Korg USA personnel.

• Proficiency in excel, outlook and all other Microsoft office applications. 

• Ability to manage and resolve conflicts.

• Ability to analyze, interpret and present pertinent business data and reports.

• Knowledge of, and ability to demonstrate, musical products preferred.

• Team focused mentality.

 

Salary Range: $60,000-$80,000 per year + Commission