What are the responsibilities and job description for the Channel Support Representative position at Shure?
Overview
Under the general supervision of the Customer Experience Manager, the Channel Support Representative II provides complete customer service support to partners across India and SEAP markets. The role manages end-to-end order activities, documentation requirements, and customer communication, working cross-functionally with Logistics, Supply Planning, Finance, and Sales to ensure timely and accurate service delivery.
This position requires strong SAP skills, excellent communication, attention to detail, and the ability to work independently on moderately complex customer issues. Flexibility to overlap with ANZ business hours when required is expected.
Responsibilities
Order Management & Customer Support• Interacts with customers including sales representatives, distribution centers, resellers, integrators, and end users for a variety of pre-sales and post-sales service functions.• Processes, edits, and expedites customer orders in SAP S/4HANA, ensuring accuracy and completeness.• Checks order status, pricing, delivery dates, product availability, and backorder situations; provides proactive updates.• Creates and processes Return Authorizations (RMA) and coordinates internally until resolution.• Processes requests for invoice adjustments, credit/debit notes, and billing clarifications.• Handles entry-level product inquiries and routes technical issues to appropriate teams.• Maintains direct and structured communication with customers before and after order fulfillment.
Documentation & Compliance Support• Coordinates issuance of COO, certification documents, and regulatory documents required for India/SEAP customs clearance.• Works with Logistics and Supply Chain to ensure timely document delivery.• Ensures correct documentation is attached prior to shipment and identifies gaps proactively.
Cross-Functional Collaboration• Supports Sales teams by maintaining strong customer relations that positively influence service outcomes.• Coordinates with Logistics, Supply Planning, Warehouse, and Finance to resolve delivery delays, shipment holds, order blocks, invoicing errors, or system discrepancies.• Escalates issues appropriately while retaining ownership until closure.
Partner Experience & Issue Resolution• Responds to customer inquiries regarding delivery updates, shipment delays, RMA status, backorders, and order schedules.• Expedites time-sensitive requests and serves as point-of-contact for support needs.• Maintains a professional, solutions-oriented tone even under pressure.• Supports India & Southeast Asia Pacific partners through clear timelines, tracking, and proactive updates.
Process & System Excellence• Ensures high-quality documentation and accurate data entry.• Uses Salesforce or CRM tools for case management and order visibility.• Contributes to continuous improvement of CX processes and reporting.• Provides backup coverage within the team when needed.
KPIs & Performance• Supports achievement of KPIs including Order Accuracy, OTIF, Escalation Resolution Timelines, and Partner Satisfaction.• Participates in root-cause analysis and corrective actions.
Qualifications
• Graduate/Postgraduate with minimum 4 years’ experience in customer service or order management.• Strong SAP experience (preferably S/4HANA).• Familiarity with Salesforce or similar CRM.• Strong communication skills in English.• High attention to detail, strong follow-through, and good problem-solving.• Ability to work independently with minimal supervision.• Proficiency in MS Office 365 Suite with specific strength in Excel.• Comfortable supporting multi-market operations and adjusting work hours occasionally for alignment.
WHO WE ARE
Shure’s mission is to be the most trusted audio brand worldwide – and for over a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn’t stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all.
Shure is headquartered in United States. We have more than 35 regional sales offices, engineering hubs, distribution centers and manufacturing facilities throughout the Americas, EMEA, and Asia.
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THE MIX MATTERS
Don’t check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you’re excited about this role, believe you’ve got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply!
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