Customer Service Representative

2 weeks ago

Bracknell, Bracknell Forest, United Kingdom JAKKS Pacific UK Full time
About Us

JAKKS Pacific UK is a leading global designer, manufacturer, and marketer of toys and costumes. Our company is headquartered in the UK and has a strong presence in the EU, with a focus on delivering high-quality products to our customers.

Main Purpose of the Role

This role is based at our European UK head office and is responsible for managing a portfolio of accounts across our EU & UK customer base. The successful candidate will provide exceptional customer service, working closely with our operations, sales, and warehouse teams to ensure seamless delivery of orders to our customers.

Key Responsibilities
  • Provide excellent customer service, both written and verbal, to our EU & UK customer base.
  • Work closely with our operations team to ensure accurate order processing, including manual and EDI orders, and timely release to our 3rd Party Warehouse's.
  • Process orders onto our JDE Oracle system, adhering to stock allocations and ensuring compliance with EU TSD (Toys Safety Directive) regulations.
  • Split, group, and update orders as required, working closely with our 3rd Party Warehouse's to ensure accurate booking, picking, packing, and despatch.
  • Follow up on delivery discrepancies and non-conformances with our 3rd Party Warehouse's and internal teams.
  • Review customer open orders on a weekly basis and share with the sales team.
  • Reconcile open orders on a weekly basis against our 3rd Party Warehouse's platforms.
  • Be competent to cover other accounts when colleagues are unavailable.
Key Relationships
  • Reports into the Customer Services Manager.
  • Customer Services Team.
  • UK & EU Sales Team.
  • External customers.
  • 3rd Party Warehouse's (UK & Netherlands).
  • Finance Team.
  • Inventory / Purchasing Team.
Key Performance Indicators
  • Regular communication with sales managers to support sales growth.
  • Accurate report management and timely submissions.
  • Following audit compliance with regards to delivery notes and purchase orders.
  • Visit customers twice a year to build face-to-face relationships.
Requirements
  • Order entry experience is essential, with a high level of accuracy.
  • Experience of using Amazon Vendor Central would be beneficial.
  • Previous experience of working with colleagues where English is not their first language.
  • An understanding of product barcoding and EU compliance for product supply in the retail sector.
  • Competent user of MS Excel & Outlook would be highly advantageous.
  • GCSE's in English and Maths (grades A-C) or equivalent.
  • Language skills would be beneficial but not essential.
Behavioural Capabilities
  • The role requires somebody with a resilient and calm attitude, due to the reactive and fast-paced nature of the business.
  • Great communication skills and a 'can-do' attitude, willing to go beyond the call of duty.
  • Enjoys working as part of a close-knit team to achieve a common goal.
  • Has to be able to work on own initiative as the European business has contrasting elements when compared to the more established UK business model.
  • Well-organised and reliable, with a systematic approach to work.
  • Proactive nature, has the desire to follow cases through to resolution.
  • Ability to make improvements in processes, procedures, and systems rather than accept the status quo.

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