Customer Support Coordinator I

Funko; Everett (WA); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Competitive benefits

401(k) plan with matching

Creative, pop-culture driven culture

Job summary

Funko, based in Everett, WA, seeks a Customer Support Coordinator to be the first point of contact for wholesale/retail accounts. You will handle email and phone inquiries, track orders, coordinate with internal teams, and relentlessly pursue an exceptional customer experience in a fast-paced pop culture environment.

Ideal candidates bring customer service excellence, strong communication, and the ability to adapt to changing processes, with a knack for data handling and problem solving in a

Qualifications

• Customer centric approach with proactive opportunities to enhance experience.
• Results-driven, motivated to achieve team and personal goals.
• Strong problem solving and independent thinking skills.

Responsibilities

• Be a brand ambassador in front-line support answering customers questions via email and phone calls.
• Assist with inquiries regarding customer order tracking/timelines and open order reports.
• Coordinate with Customer, DC and Accounting to process claims, returns and credits.
• Ensure that our customers have an exceptional experience with Funko.
• Maintain awareness of trends and patterns in customer interactions.
• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and product.
• Collaborate with members of other teams to root out answers and be a resource to teammates.
• Develop and maintain deep expertise and best practices to provide value to customers.
• Participate in Sales meeting and system training to learn about new and existing product lines.
• Ensure the highest level of customer service when resolving queries and liaising with both Customers and our internal Customer Services team.

Skills

Customer Service

Results Oriented

Problem Solving

Interpersonal Skills

Communication Skills

Organizational Skills

Process Management

Attention to Detail

Change Management

Team Player

Analytical / system skills

Tools

Microsoft Navision (ERP)

Zendesk

Excel (Advanced)

Job description

Funko Overview

Welcome to the Funko-verse, a world built on pure imagination, a land governed by the philosophy that stories matter, a universe comprised of characters from countless fandoms, a galaxy of once upon a times and happily ever afters.

But what does Funko do?

Funko is a purveyor of pop culture, making and selling license-focused collectibles. We’re based in Everett, WA where we have a store that delights kids of all ages (kids at heart included). We currently hold hundreds of licenses for franchises ranging from Marvel to Harry Potter, giving us the rights to create tens of thousands of characters—one of the largest portfolios in the pop culture and collectibles industry. We take your favorite characters and turn them into adorable, or sometimes scary, collectible figures. Our most famous line, Pop! Vinyl, has millions of fans around the world.

The Sales Operations team works closely with the Funko Sales team to provide an excellent Customer experience to our Wholesale / Retail customers. Our Customer Support team is at the heart of our company. Our aim is to provide an amazing experience to each customer during all of their interactions with Funko.

As a Customer Support Coordinator, you will play a major part in our continued success and you'll be the first point of contact for our retail/distributor accounts. Our working environment is ever changing and very fast paced as we must match our speed to the ever-changing winds of pop culture. Successful candidates must be as flexible as Mister Fantastic and have the speed of The Flash. A keen eye for detail as well as a bias for action will also go a long way!

Your Superpowers in Action

• Be a brand ambassador in front-line support answering customers questions via email and phone calls.
• Assist with inquiries regarding customer order tracking/timelines and open order reports.
• Responsible for the coordination with Customer, DC and Accounting to process claims, returns and credits
• Ensure that our customers have an exceptional experience with Funko
• Maintain awareness of trends and patterns in customer interactions
• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and product.
• Collaborate with members of other teams to root out answers and be a resource to teammates
• Develop and maintain deep expertise and best practices to provide value to customers.
• Participate in Sales meeting and system training to learn about new and existing product lines.
• Ensure the highest level of customer service when resolving queries and liaising with both Customers and our internal Customer Services team.

Must-Have Superhero Gadgetry

Qualifications & Competencies:

• Customer Service: Customer Centric, proactively identifying opportunities to improve customer experience. Highly responsive to customers/partners
• Results Oriented: Proactive, motivated and driven to achieve team and personal goals
• Problem Solving: Solution oriented with excellent critical thinking and independent problem solving skills
• Interpersonal Skills: Enthusiastic, positive, professional, confident. Effective relationship manager handling demanding/sensitive customer relations with confidence
• Communication Skills: Excellent oral and written communication skills with ability to communicate with people at all levels of the organization. Strong attention to detail; asks questions to clarify needs – avoids assumptions. Comfortable speaking in groups, leading meetings, and making presentations to partners
• Excellent organizational abilities / prioritization: Effectively manages time and workload. Ability to multi task & manage competing priorities and deadlines under pressure
• Process Management: process orientation to follow (and develop) process
• Attention to Detail: high attention to detail required; accuracy imperative
• Change Management: Highly adaptable and open to change in a dynamic and evolving environment
• Team player: Balances team and individual responsibilities; Contributes to building a positive team spirit; Supports team goals and workload
• Analytical / system skills: Aptitude for numbers and data interpretation. Strong Excel including recent experience with vlook-ups, pivot tables and an aptitude for working with formulas. Ability to work with various systems

Experience

• Customer service or customer support experience, ideally in a consumer goods environment
• Experience in retailer applications and management of EDI transactions
• Microsoft Navision (ERP)/Zendesk experience (preferred)
• Advanced level understanding of MS Office products (import/export of data, Excel: use of charts and graphs, basic formula creation, pivot tables, vlookup, macro creation. Word: track changes, templates, PowerPoint: creation of presentations. SharePoint navigation and functionality)

Salary Information

The base hourly range for this position in the selected city is $20.77- $24.52 hourly. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

What Funko Offers

• Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company.
• Most importantly, we offer a creative work environment with people who love pop culture just as much as you do.
• Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Funko is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Work Environment

The noise level in the work environment is usually moderate. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

This onsite position is based in our Everett, WA office. Local candidates will be considered first.