The Focusrite Group

Role Description As a Social Support Coordinator, you will be responsible for assisting existing and prospective customers on defined social media platforms to a high standard, both reactively and proactively. You will represent the company on social platforms, reinforcing our professional yet friendly approach and will build rapport with advocates and key communities. You will work closely with our UK-based Social Support Manager and global customer service team to hit our social KPIs and strive for improvements, looking for opportunities to innovate and broaden our reach. - Maintain a presence on defined social platforms, responding to customer queries in a timely, friendly, problem-solving manner. - Monitor and respond to YouTube comments on our brand videos. - Absorb customer trends and sentiment reporting back to Support Management and Marketing at regular intervals. - Facilitate online conversations with customers, inspiring brand advocacy. - Management of relationships with brand advocates. - Monitor and engage in brand related online conversations. - Report on online reviews and feedback from customers and fans. Qualifications - Knowledge and experience of key social platforms – Facebook, Instagram, X/Twitter, YouTube, TikTok. - Excellent communication and collaboration skills. - Friendly, calm, professional approach to customer engagement. - Experience dealing with customers. - A passion for audio and music. - Audio tech knowledge would be an advantage. - Experience with (or at least knowledge of) our family of products. Benefits - Health insurance covered by Focusrite Group at 100% for employees and 75% for dependents. - Dental and vision insurance. - Life insurance. - Short- and long-term disability. - 401K with employer match. - 28 days PTO. - Employee Assistance Program. - Group Bonus Scheme. - Generous staff discounts on company products and merchandise. Company Description Focusrite plc is a global music and audio group that develops and markets music technology products. Used by audio professionals and amateur musicians alike, our solutions facilitate the high-quality production of recorded and live sound. Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity - ‘we make music easy to make'. - The Focusrite Group trades under thirteen established and rapidly growing brands: Focusrite, Focusrite Pro, Novation, ADAM Audio, Sequential, Oberheim, Martin Audio, Optimal Audio, Ampify Music, Linea Research, Sonnox, OutBoard and TiMax. - With a high-quality reputation and a rich heritage spanning decades, its brands are category leaders in the music-making industry.

Role Description Manages all functions of Accounts Receivable, including day-to-day functions as well as any journal entries, reporting, or reconciliations during month end close. - Verify and post customer payments (check, ACH, wire, credit card) ensuring application to correct customer and invoice(s). - Review orders on finance hold; communicate efficiently with sales & operations teams or the customer to resolve the hold. - Process credit applications for customers requesting terms, including reaching out to references, reviewing credit reports, & recommending a credit limit for approval to assistant controller. - Gather and review resale certificates for customers; ensure customer record is set up accordingly; monitor expiration dates of certificates to ensure there is always a valid copy on file. - Continually monitor and review open AR; send collections emails to customers for past due balances and escalate as needed. - Prepare weekly AR Aging report for review with assistant controller. - Process credit memos for customer returns. - Maintain a good relationship with customers by responding to all inquiries in a timely manner and resolving any account discrepancies. - Complete month end closing tasks including accruals & reconciliations. - Assist with monthly sales tax filing. - Continually monitor processes and raise issues or suggestions to assistant controller where improvements are needed. - Any ad hoc reporting or tasks as requested by controller or assistant controller. - Assist with special projects as needed. Qualifications - Bachelors degree & minimum of two years related experience preferred. - Proficient in Microsoft Office suite, specifically Excel. - Experience with NetSuite or other similar ERP. - Ability to prepare reports and business correspondence. - Demonstrated ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. - Commitment to excellence and high standards. - Excellent written and verbal communication skills. - Ability to understand and follow written and verbal instructions. - Strong critical thinking, organizational, problem-solving, and analytical skills; able to manage priorities and workflow. - Ability to work independently and as a member of various teams and committees. - Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. Requirements - Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. - Technical Skills: Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. - Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Physical Demands and Work Environment - Continually required to sit. - Continually utilize visual acuity to use a keyboard.