L‑Acoustics is the world leader in premium professional sound systems for live and fixed installed applications. From world-class artists to major music festivals in every genre, to the opening and closing ceremonies of iconic sporting events, we are the trusted choice of event professionals who require extreme reliability and fidelity show after show.

Designed & manufactured in Europe, available in 80 countries globally, L‑Acoustics employs over 800 people worldwide with 25% of team resources devoted to R&D and application. Our products are designed and manufactured according to the highest professional standards which we, as an industry leader, continue to define and elevate.

Reporting to the Head of Customer Service, Americas, the Customer Service Coordinator will be responsible for providing exceptional service to customers in the Americas, and beyond. This role involves answering customer inquiries by phone and email, ensuring timely and accurate responses.

Based in our office in Westlake Village, California, the ideal candidate will have a passion. for delivering high-quality service within a fast-paced environment, and be experienced in providing customer service, issuing RMAs, and processing orders for spare parts and replacement units.

The ability to empathize, communicate clearly, and efficiently manage after-sales customer inquiries is essential for this role.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat, in a timely and professional manner.

• Document customer interactions and issues in the company’s CRM system.

• Create quotations in Dynamics for replacement parts based on diagnostics carried out.

• Process parts and repair orders, equipment loans, exchanges, and restocking, both in CRM and ERP.

• Invoice orders and generate credit notes. Confirm payment for out-of-warranty repairs or parts orders.  

• Track the shipment of goods and manage customs formalities, organize collections.

• Perform remote diagnosis to identify replacement parts required or elevate after-sales service inquiries to technicians when relevant.

• Act as an interface between customers and various departments depending on the issues (technical, R&D, quality, logistics, accounting, etc.)

Skills and educational background:

• Proficient in English, both written and verbal.

• Excellent computer skills, including Microsoft Office and Dynamics 365 CRM or similar

• Previous experience in a customer service role within an international environment, ideally in the professional audio industry or similar technical products preferred.

• Excellent interpersonal skills, showing empathy and a positive attitude when dealing with customers.

Location and travel:

The position is based in Westlake Village, California.