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Manager, Customer Service (B2B)

Company: Funko
Location: Everett
Posted on: May 3, 2021

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 Customer Service team works closely with the Funko Sales team to provide an excellent customer experience to all our customers. The Manager of Customer Service is responsible for the development, continuous improvement and delivery of customer service and high customer satisfaction. Drives the strategic development of operations to deliver key service outcomes for our customers. In this role you will work to remove roadblocks for the team, develop employees along their respective career paths, and partner with the business on cross-functional initiatives.

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

  • Partner with Director of Customer Service in achievement of fiscal goals and to oversee day to day operations
  • Develop strong working relationships with internal and external partners to ensure best possible level of service is delivered

Customer Service

  • Partner with Sales to ensure the highest levels of service are delivered to external customers
  • Act as a liaison and coordinator of information across the Funko organization
  • Define and achieve benchmark goals in department/service execution (KPI's)
  • Drive strategic initiatives within the Customer Service team together with cross-functional partners in operations, sales, finance, and planning.
  • Communicate all order entry/relevant deadlines to Sales partners

Process

  • Develop a strong understanding of the full end to end process (and variations) for each account and execute accordingly to ensure deadlines are met
  • Proactively identify areas/process requiring improvement and develop upstream process to reduce back end work
  • Develop and integrate cross-functional processes to streamline and simplify operations
  • Demonstrate business expertise that connects, understands, and leverages company-wide assets and capabilities
  • Implementing periodic business reviews to ensure plans stay on track, or course correction is effectively managed as and when required.
  • Effectively resolving at root cause any day to day operational and financial issues.

Reporting/Analysis

  • Development of weekly reporting and analysis, making recommendations for order management
  • Oversee creation of weekly reporting by CS team
  • Ad Hoc reporting as required

Leadership

  • Mentor, coach, and lead CS team in the execution of all tasks to meet all financial shipping goals and business needs
  • Support CS team in achievement of deadlines
  • Lead weekly meetings with Sales partners and CS team - walk through weekly reporting, provide order status updates, customer updates, resolve open issues, etc.
  • Lead the walkthrough of the dashboard for all businesses in the monthly meetings
  • Hire and train new CS team members
  • Ensure all deadlines, milestones and KPIs are achieved
  • Write and deliver yearly (and mid year) appraisals and goals to direct reports
  • Review and approve employee timecards and requests for time off.

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

  • 7+ years' of B2B Customer Service experience in an entrepreneurial environment
  • Supported rollout of an ERP system. Oracle ERP (preferred)
  • Account service level experience with big box retailers Walmart, Target or Amazon (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. Outlook: create address books, groups, auto-response, mail rules. SharePoint navigation and functionality).

Keywords: Funko, Everett , Manager, Customer Service (B2B), Other , Everett, Washington

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