What are the responsibilities and job description for the Customer Satisfaction Representative position at Munchkin Inc.?
About Us:
Munchkin is a fast-growing, industry-leading infant and toddler consumer products-company with 7 global offices generating over $300 million in annual sales. We are passionate, creative, believe in only making the best products, and we’re looking for team members who think big, move fast, work smart, and have a desire to do things better. We pride ourselves in hiring great people with the talent it takes to keep up with our growth. We invite you to explore the “About” page on our Website and help us rid the world of all things mundane!
Position Summary:
The Customer Satisfaction Representative is responsible for supporting comprehensive customer service that encompasses answering a wide array of questions while providing education on products, diffusing frustrations by providing options and solutions for resolving consumer issues. The Temporary Customer Satisfaction Representative is also responsible for providing exceptional customer service to consumers visiting the Company’s on-line store. This role serves as a primary point of contact for quickly responding to email, phone, SMS, Live Chat, and Facebook inquiries.
You’ll Do:
- Responding to heavy call, email, Live Chat, SMS, Facebook Messenger and physical mail volume relating to:
Product assembly, care and general usage
- Product and materials
- Consumable goods
- Consumer complaints (i.e. facilitating the replacement of damaged/defective product)
- Tracking and reporting ongoing issues, including providing reports and summaries on consumer inquiries
- Maintaining and organizing product samples to assist with consumer inquiries
- Processing replacement orders, including:
- Process consumer replacement parts and/or products
- Manage and maintain Salesforce price book
- Manage replacement part inventory
- Work with several departments including: Quality Assurance, Product Development, Marketing and E-comm regarding product issues and/or concerns and product testing
- Provide E-comm with additional support. Such as:
- Fraudulent Orders
- Inventory Issues
- Order processing issues
- Shipment/Return inquires
- Subscription Issues and inquires
- Process return products for replacement and review by Quality Assurance
- Provide feedback and support for department improvements/processes
- Provide back-up receptionist coverage (Lunch, Sick days, Vacation Days)
Bring It!
- 2-4 prior years in customer service and high volume call center experience is mandatory
- High school diploma required and Associates or Bachelor degree preferred
- Accuracy and attention to detail is a must. Order entry error rate is expected to be less than 1%
- Ability to work well under pressure and manage multiple priorities
- Strong organizational and multitasking skills
- Proficiency in Excel, MS Outlook, Word, database software and typing speed in excess of 60 WPM
- Team player – willing and able to assist coworkers including those outside of the Consumer Satisfaction department
- Ability to work with little supervision
- High sense of urgency
- Experience with consumable goods preferred
- Salesforce experience preferred
We got you covered!
We offer a comprehensive benefits package that includes medical, vision and dental coverage, wellness, an employer-matched 401(k) plan, bonuses, employee stock purchase plan and much more depending on your role. We regularly hold social functions to foster a genuine camaraderie that enhances teamwork. At 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. We offer work-life balance benefits such as paid maternity and paternity leave and Half-day Friday’s all year around! To learn more, visit us at www.munchkin.com/join and submit your online application and resume on https://cw.na1.hgncloud.com/munchkin/searchJobPostings.do.
Munchkin embraces diversity and is proud to be an equal opportunity employer.
Job Type: Full-time
Pay: $20.00 per hour
Schedule:
- Monday to Friday
Experience:
- Salesforce or CRM: 1 year (Required)
- Customer service: 1 year (Required)
- Call center: 1 year (Required)
Work Location: One location
Salary : $300 - $0