Customer Care Representative

We are the champions of childhood

Hanna Andersson is a Portland, Oregon-based premier kids and baby clothing brand. Our clothes are made to play, made to last, and designed to let kids be kids. We have core commitments to design, quality, and sustainability, and we believe in helping families create meaningful everyday moments. These principles guide the Hanna Way, and lead to an experience authentically different from other children's brands.

We cultivate our unique brand by hiring team members who believe in these values, own a customer service mindset, and who are innovative, results-oriented, and comfortable working in a collaborative and growth-driven work environment. We all share in our brand's success, and we actively encourage our team members to maintain a healthy balance in their daily lives.

The Seasonal Customer Care Representative is responsible for providing a full range of customer services via inbound and outbound phone, email, and webchat contacts. They follow defined customer service guidelines, and provide professional, individualized customer service to our customers with thorough product knowledge, policy and procedure information, including placing new customer orders. The Seasonal Customer Care Representative must have excellent verbal and written communication, sound judgment and reasoning, relationship management skills, and proficiency with technology including the ability to type 30 wpm and use the 10-key.

Primary Duties

• Provide exemplary customer service to all Hanna Andersson customers.
• Provides a full range of customer service by phone, email and webchat directly to the customer including extensive product knowledge, sizing, merchandising assistance and general policy information.
• Correspond and engage Hanna Andersson customers through multiple channels, including phone, webchat, email and social to provide information about order inquires, product inquiries, merchandise assistance, general policy information, all aspects of order management, and/or obtain details of compliments and complaints
• Initiates resolution and provides order status for a variety of inquiries including: non-receipt of orders, pending orders, returns, and billing inquiries.
• Enters customer and order data by inputting alphabetic and numeric information on keyboard into order database software.
• Identifies and utilizes all opportunities to increase sales following established guidelines.
• Act with urgency to resolve customer issues or complaints in a positive, thorough manner utilizing department resources, systems, standard operating procedures, and team leaders as needed.
• Escalate customer issues appropriately to the Customer Care Helpdesk pursuant to department guidelines and direction.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.
• Collaborate with other team members, focusing on doing the right thing for the customer and brand.
• Operates within semi-defined guidelines and work is regularly monitored and coached for adherence to general policy. Necessity to exercise sound personal judgment and reasoning required. Directly impacts daily operations potentially increasing average $ per order (and reducing excess inventory). As the sole representative of the company to the customer, an excellent, positive impression made on customers placing orders and during resolution of order problems, has significant impact on Hanna's reputation.
• Display commitment to Hanna Andersson values.
• Recommend improvements to technology or process to increase efficiency.
• Additional tasks and responsibilities assigned as necessary.

Required General Knowledge & Skills

• Excellent verbal and written communication skills.
• Excellent data entry skills, with a maintained accuracy typing speed of +30 words per minute and use of 10-key.
• Passion for Hanna Andersson and its products.
• Confident managing ambiguity to make customer focused decision.
• Sound judgment and reasoning skills to utilize available resources.
• Ability to work collaboratively with others in a group setting.
• Ability to give and to receive feedback in a constructive, positive manner.
• Ability to maintain effective working relationships with those contacted in the course of work; ability to communicate effectively including active listening skills.
• Ability to maintain professional demeanor and support a team environment.
• Ability to multi-task in a fast-paced contact center environment.
• Must be willing to work a flexible schedule based on business need, which will include evenings, weekends, and holidays.
• Familiarity with order management systems and tools.
• Proficiency with Windows 10 OS, Microsoft Office Suite, Google Suite, SharePoint
• Open to feedback with a desire to learn and grow with the company.
• Ability to learn and grow in role to meet defined service goals.

Education & Qualifications

• High School diploma or equivalent and 1-2 years in customer service or retail, or an equivalent amount of experience and education may qualify an incumbent for this role (must be reviewed and approved by management and HR).

Working Environment and Conditions

• Work is conducted in an office environment. The noise level in the work environment is normally quiet and the temperature is typically normal to moderate.
• Typical work week includes evenings and weekends.
• Sedentary work that primarily involves sitting/standing. May occasionally need to lift and /or move up to 10 pounds.
• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Moving about to accomplish tasks or moving from one worksite to another.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers, including typing.
• Crouching, bending, and or kneeling to accomplish tasks.
• Inspecting sites or product for quality and or visual aesthetic.

Hanna Talent Cultivation Standards:

With a rise in cyber-criminal activity, please note Hanna will never:

-Ask for any sensitive personal information via email, text, or other forms of instant messaging

-Interview you via email and/or send you a list of questions in lieu of an interview

-Extend an offer without speaking to you via phone or video call

-Ask for bank account or financial information during the recruiting process

Legitimate email communication will only be done to and from email addresses. Please examine messages carefully to ensure this is the domain you are receiving messages from, as cybercriminals may also utilize domains that look similar but may have one letter off (such as @hannaander$).

Hanna Andersson provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. As an Equal Opportunity Employer, Hanna Andersson prohibits discrimination, harassment, and retaliation of any kind. Hanna Andersson encourages applicants of all ages.