Customer Service Representative

Fanatics Commerce; Winona (MN); On-site; USD 36,000 - 54,000; Full time

Job summary

Fanatics Commerce is seeking a Customer Service Representative for WinCraft to handle a high volume of calls and emails with a fan-first service approach. You will provide accurate information on licensed products, manage orders, and collaborate across teams to resolve issues quickly and effectively.

The role emphasizes using CRM tools, staying updated on product launches, and maintaining precise records to ensure exceptional customer experiences daily.

Qualifications

• 1-2 years of professional experience in a customer service role.
• Strong interpersonal and communication skills, professional phone and email handling.
• Familiarity with CRM systems and using digital tools to manage orders and inquiries.
• Ability to meet deadlines and work well in a high-volume environment.
• Bilingual Spanish is helpful and a plus.

Responsibilities

• Handle a high volume of daily customer phone calls and emails with professionalism.
• Provide accurate information about WinCraft's licensed product portfolio.
• Maintain thorough records of customer interactions and orders.
• Stay current on new product launches, specials, and bookings to provide timely information.
• Collaborate with internal teams to ensure smooth order management and issue resolution.

Skills

Customer service

Communication

CRM familiarity

Tools

CRM software

Job description

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties.

At Fanatics, we bring our BOLD Leadership Principles to life every day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset.

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties.

At Fanatics, we bring our BOLD Leadership Principles to life every day—building championship teams, obsessing over fans, acting with limitless entrepreneurial spirit, and delivering with a determined and relentless mindset.

As we continue to scale our global platform, the Customer Service Representative will play a critical role in delivering exceptional customer experiences on behalf of WinCraft.

ROLE OVERVIEW

The Customer Service Representative serves as the initial point of contact for WinCraft customers, providing clear, precise, and knowledgeable information about WinCraft's licensed product portfolio through a personalized, fan-first service approach. Operating in a high-volume environment, this role manages daily phone and email interactions with professionalism, resolving customer needs efficiently while upholding WinCraft's standards for Licensed Properties and internal team collaboration. The Customer Service Representative delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights.

HOW WILL YOU DRIVE IMPACT

Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes.

Team & Leadership Impact (Build Championship Teams)

• Collaborate closely with fellow WinCraft team members to share workload, support one another, and maintain consistent service quality across the customer service team.
• Build and strengthen internal relationships across WinCraft departments to ensure seamless order management, issue resolution, and communication.
• Participate actively in process improvement initiatives, identifying opportunities to enhance the service experience for both external customers and internal stakeholders.

Fan & Customer Impact (Obsessed with Fans)

• Manage a high volume of daily customer phone calls and emails with professionalism, assessing each customer's needs and delivering solutions that ensure satisfaction.
• Handle customer complaints within company policy, offering appropriate resolutions and maintaining diligent follow-up to ensure every issue is fully resolved.
• Stay current on WinCraft's new product launches, specials, and bookings to provide customers with accurate, complete, and timely information.
• Maintain thorough records of all customer interactions, account activity, and documentation to support a seamless, high-quality service experience.

Innovation & Problem Solving (Limitless Entrepreneurial Spirit)

• Identify and surface opportunities to improve service workflows and reduce friction for both customers and internal teams.
• Apply a solutions-oriented mindset to every customer interaction, finding positive resolutions even in challenging or ambiguous situations.
• Leverage CRM systems and available tools to provide accurate, comprehensive information and improve responsiveness across channels.
• Contribute ideas and feedback to evolving service standards as WinCraft's product offerings and customer base continue to grow.

Ownership & Execution (Determined & Relentless Mindset)

• Accurately input all assigned orders into the system, meeting or exceeding daily KPIs for customer satisfaction and order accuracy.
• Review and resolve order holds and late order reports daily, updating orders as necessary for price adjustments and shipping dates with precise recordkeeping.
• Adhere to all policies, procedures, and restrictions established by WinCraft's leadership team, with particular attention to requirements governing Licensed Properties.
• Demonstrate reliability and follow-through in a fast-paced, high-volume environment, consistently meeting deadlines and maintaining focus across extended periods of work.

We are building a future-ready organization. This role is expected to:

• Apply AI and technology to improve efficiency, quality, and outcomes
• Use data and digital tools to inform decisions and enhance performance
• Demonstrate curiosity and adaptability in adopting new technologies and ways of working
• Contribute to a culture of innovation and continuous improvement

CAPABILITIES & EXPERIENCE YOU BRING

Required Qualifications:

• One to two years of professional experience in a customer service role, with demonstrated ability to manage high volumes of calls and emails daily.
• Strong interpersonal skills with the ability to engage customers and internal teammates with professionalism, friendliness, and individual pride.
• Excellent active listening and phone contact handling skills, with the ability to multitask effectively in a fast-paced office environment.
• Familiarity with CRM systems and practices, with comfort using digital tools to manage orders, track interactions, and resolve issues.
• Proven track record of meeting deadlines and delivering consistent results in both independent and collaborative work settings.
• Ability to find positive, policy-compliant solutions in any customer situation, including handling complaints with empathy and follow-through.
• Bilingual proficiency in Spanish is helpful and considered a plus.