Director, Customer Service

Company: Funko
Location: Everett
Posted on: September 13, 2020

Job Description:

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 Director of Customer Service has the ownership of the Customer Service function for Funko’s Wholesale and Direct to Consumer business, driving the mission of best in class support across the organization. This role plays a key leadership role within the Operations team and has oversight of 25 team members. The Customer Service team works in close partnership with Funko Sales team and is responsible for critical activities in the Order to Cash cycle to ensure a positive customer experience & maintenance of order book integrity. Team functions include customer data maintenance, order entry status & maintenance, customer portal maintenance, direct interaction with our wholesale and consumer customer base, and collaboration with internal stakeholders.

Your Superpowers in Action

Develop, execute, and continually improve the vision and strategy for Funko Customer Service.

Cultivate and maintain a positive team atmosphere that drives talent development and growth. Lead and manage direct reports, with leadership responsibilities for approximately 25 people.

Partner with Sales, Planning, and Supply Chain leadership to identify, communicate, and drive key actions required to maintain a clean order book.

Provide business representation within all technology initiatives that impact the Customer Service function. This involves strategy and roadmap development, business requirements, user testing, training, and adoption.

Development and maintenance of all business processes within the Customer Service function, with acute focus on efficient and scalable operations.

Partner with Sales Operations in creation and maintenance of key metrics to support Sales activities.

Partner with Customer Compliance team to ensure that all customer specific processes are documented and adopted by the Customer Service team.

Create, foster and manage strong cooperative relationships with all departments in support of the smooth, timely and accurate flow of sales orders.

Contribute to and support negotiations with key customer accounts regarding customer requirements and resultant organizational ‘cost to serve’.

Develop KPI’s and Scorecards to monitor effectiveness of key processes impacting customer service and adjust where needed. Own Executive level reporting and presentations regarding KPI’s.

Identifies root cause issues impacting performance, builds mandate for resolution in repeatable manner

Builds out e-commerce customer service capabilities, deploying multi-media tools & driving excellence in response times and general consumer satisfaction.

Responsible for ensuring order book integrity and general validity of sales orders (dates, quantities etc)

Ensures maintenance of the Customer master records in compliance with protocols.

Must-Have Superhero Gadgetry

10 years of experience in both Wholesale and D2C organizations with demonstrated leadership experience of high growth Customer Service teams

High degree of business acumen. Ideal candidate will have a solid understanding of wholesale and e-commerce business within a fast-moving consumer goods space.

Minimum 5 years working with industry standard CRM and ERP tools; chat and social media tools.

Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results.

Proven ability to provide leadership through influence. Exceptional skills in overcoming status-quo and driving effective change.

Strong verbal, written and presentation skills. Ability to speak with influence and impact. Ability to present and articulate effectively across all levels of the organization.

Bachelor’s degree or equivalent combination of education and/or professional business experience required

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. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!

Funko is an equal opportunity employer. We know that every superhero has a unique origin story and the diversity of these stories enrich what we do. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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Keywords: Funko, Everett , Director, Customer Service, Other , Everett, Washington