Customer Satisfaction Representative Temp Assignment with Potential for Full-Time

2 months ago

Van Nuys, United States Munchkin Full time
Who We Are:

WHY Brands Inc., a parent company of Munchkin and Curio Home Goods, focuses on creating, incubating, and growing the next generation of consumer lifestyle brands. Founded in 1990, Munchkin is the leading consumer product company and most loved baby lifestyle brand behind the innovative gear and products for children, mothers, and caregivers. Munchkin has sold billions of dollars of products through our key retail partners: Target, Walmart, and Amazon and has global distribution in over 50 countries. Curio, a premium brand of curated collections of home goods, launched in 2023. WHY's vision is to establish an expanding portfolio of innovative businesses that align with its commitment to inventive product design. With over 320+ patents under our belt, we continue to create solutions that leave our customers asking, "how did I ever live without this?" Recognized as #8 on America's Most Innovative Companies list by Fortune Magazine, innovation is the core of our company DNA and has been driving our designs for 30 years

We lead with our core values and believe that investing in the community is our responsibility.We create opportunities for every child's potential and well-being through the Radiant Colors program, work to create a sustainable future, and in partnership with the International Fund for Animal Welfare have committed to animal conservation.

There is no better time than now to join WHY Brands as we embark on our next and biggest growth journey, and you could be the next influential leader to play a key role in driving enormous customer-centered value and rapid growth.

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 and providing exceptional customer service to consumers. This role serves as a primary point of contact for quickly responding to email, phone, SMS, Live Chat, SMS, web contact form and physical mail.

What You'll Do:
  • Respond to heavy call, email, Live Chat, SMS, web contact form 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)
  • Track and report ongoing issues, including providing reports and summaries on consumer inquiries and maintaining and organizing samples to assist with customer inquiries
  • Maintain and organize product samples to assist with consumer inquiries
  • Process replacement orders, including:
    • Process consumer replacement parts and/or products
    • Manage and maintain Salesforce price book
    • Manage replacement part inventory
  • Work cross-functionally with Compliance and Quality Assurance, Product Development, Marketing, Ecommerce, and other departments regarding product enhancements and product testing
  • Provide Ecommerce with additional support:
    • 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 as needed
  • Other duties may be assigned
Bring It
  • 2-4 prior years in customer service and high-volume call center experience is highly preferred
  • High school diploma required and Associates or Bachelor degree preferred
  • Demonstrated customer service experience communicating with customers to find solutions
  • Excellent English communication skills, both verbal and written, in a customer service context
  • Proficiency in Excel, MS Outlook, Word, database software and typing speed in excess of 60 WPM
  • Experience using CRM platforms, Salesforce experience preferred
  • Team player and willing to assist coworkers including those outside of the Consumer Satisfaction Department
  • Ability to manage multiple priorities, strong organizational and multitasking skills
  • Ability to work independently in a self-paced, motivated team environment
  • Accuracy and attention to detail is a must
  • Experience with consumable goods preferred

We Got You Covered

As a Great Place to Work Certified™ company, we are committed to offering the best to our employees.For our full time employees, we offer a comprehensive benefits package that includes medical, vision, dental, prescription drug coverage, life insurance, wellness benefits, a generous employer-matched 401(k) plan, and Paid Childcare Leave, among other benefit plans.Our total rewards are top of the market and include competitive salary, bonus, and opportunities to earn equity.We focus on supporting employee development and growth. For temporary employees, agency benefits apply.

We regularly hold social functions to foster a genuine camaraderie that enhances teamwork. At our 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.

To give our people flexibility, we offer a hybrid work environment with opportunities for half-day Fridays all year around, and for full time employees, we provide annual weeklong global office closures giving our people a chance to recharge.

Hourly rate: $20/hr. There is the potential for this temporary assignment to become a full-time position.

To learn more, visit us at www.munchkin.com.

Munchkin welcomes and values what makes everyone unique.We're proud to be an equal opportunity and affirmative action employer. All hires to our team are based on qualifications, merit, and business needs. We recruit, employ, train, and promote regardless of race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, veteran status, genetic characteristic, or any other protected status.

Applicant Privacy Statement

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