Customer Satisfaction Representative

Come join us • Van Nuys, CA

2d • $20

About The Position

Customer Satisfaction Representative Who We Are: WHY Brands Inc., a parent company of Munchkin , Inc., focuses on creating, incubating, and growing the next generation of consumer lifestyle brands. Founded in 1990, Munchkin is the leading consumer product company and most loved baby lifestyle brand behind the innovative gear and products for children, mothers, and caregivers. Munchkin has sold billions of dollars of products through our key retail partners: Target, Walmart, and Amazon and has global distribution in over 50 countries. With over 350+ patents under our belt and over 250 international product and brand design awards, we continue to create solutions that leave our customers asking, "how did I ever live without this?" Innovation is the core of our company DNA and has been driving our designs for over 30 years! Recognized as #8 on America’s Most Innovative Companies list by Fortune Magazine, innovation is the core of our company DNA and has been driving our designs for 30 years! We lead with our core values and believe that investing in the community is our responsibility.  We create opportunities for every child’s potential and well-being through the Radiant Colors program, work to create a sustainable future, and in partnership with the International Fund for Animal Welfare have committed to animal conservation.  There is no better time than now to join WHY Brands as we embark on our next and biggest growth journey, and you could be the next influential leader to play a key role in driving enormous customer-centered value and rapid growth.    Position Summary The Customer Satisfaction Representative role is responsible for providing high-quality customer service that encompasses answering a wide array of questions while providing education for the company’s full portfolio of products, diffusing frustrations by providing options and solutions for resolving consumer inquiries. This role serves as a primary point of contact for quickly responding to phones, email, web contact form, SMS, and Live Chat. This is a temporary assignment with the possibility of full-time employment.

Requirements

• 2-4 prior years in customer service and high-volume call center experience is mandatory
• High school diploma required, and associate or bachelor’s degree preferred
• Accuracy and attention to detail is a must
• Strong organizational and multitasking skills
• Empathetic, patient, and able to handle sensitive customer conversations with care
• Team player – willing and able to assist coworkers including those outside of the Consumer Satisfaction department
• High sense of urgency
• Proficient in CRM systems and basic computer applications (Microsoft Office, email platforms, etc.). Salesforce experience preferred

Nice To Haves

• Experience with consumable goods preferred
• Familiarity with infant formula, feeding products, or maternal-child nutrition is highly desirable

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, web contact form, Live Chat, SMS, and physical mail, including questions related to:
• Product assembly, care, and general usage
• Product features, materials, and specifications
• Consumable goods
• Consumer complaints, including coordination of replacements for damaged or defective products
• Maintain and organize product samples to support accurate and efficient customer assistance
• Process replacement orders, including:
• Full item and part item replacements
• Updating and maintaining Salesforce price book
• Managing part replacement inventory
• Collaborate closely with cross-functional teams such as Quality Assurance, Product Development, Marketing, and E-Commerce to address product issues, concerns, and testing needs
• Provide supplemental support to the E-Commerce team, assisting with:
• Fraud detection and review
• Inventory discrepancies
• Order processing challenges
• Shipment and return inquiries
• Subscription related inquiries
• Process QA product return for replacements
• Manage RMA (Return Merchandise Authorization) processing workflows
• Participate in ongoing training to strengthen nutrition knowledge and customer service skills
• Contribute to continuous improvement initiatives, offering feedback and support for process enhancements
• Perform other duties as assigned

Benefits

• We offer a comprehensive benefits package that includes medical, vision, dental, prescription drug coverage, life insurance, wellness benefits, generous employer-matched 401(k) plan, Paid Childcare Leave, among other benefit plans.
• Our total rewards are top of market and include competitive salary, bonus, and opportunities to earn equity.
• We focus on supporting employee development and growth.
• We regularly hold social functions to foster a genuine camaraderie that enhances teamwork.
• At our company-wide award functions, we take time to recognize the talent and dedication of the people who make Munchkin the most loved baby lifestyle brand in the world.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED