Customer Support Coordinator I

Funko•Everett, WA

6d•Onsite

About The Position

Funko is a purveyor of pop culture, making and selling license-focused collectibles. 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!

Requirements

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
Customer service or customer support experience, ideally in a consumer goods environment
Experience in retailer applications and management of EDI transactions
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)

Nice To Haves

Microsoft Navision (ERP)/Zendesk experience (preferred)

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.
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.