Customer Service Representative

5 days ago

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

We are a leading designer, manufacturer, and marketer of toys and costumes, with a global presence and a commitment to delivering exceptional customer experiences.

Job Summary

We are seeking a highly skilled and experienced Customer Service Representative to join our team at JAKKS Pacific UK. As a key member of our customer service team, you will be responsible for providing exceptional customer service, managing customer accounts, and ensuring timely and accurate order fulfillment.

Key Responsibilities
  • Provide excellent customer service, responding to customer inquiries, and resolving issues in a timely and professional manner.
  • Manage customer accounts, including processing orders, tracking shipments, and resolving any issues that may arise.
  • Work closely with our operations team, sales team, and warehouse to ensure accurate and timely order fulfillment.
  • Process orders onto our JDE Oracle system, ensuring accurate and timely release to our 3rd Party Warehouse's.
  • Adhere to stock allocations and ensure all goods for delivery into EU Retail partners are compliant with EU TSD (Toys Safety Directive) regulations.
  • Responsible for splitting, grouping, and updating orders, as well as working with 3rd party warehouse's to ensure orders are booked in, picked, packed, and despatched according to customer guidelines.
  • Follow up on delivery discrepancies and non-conformances with 3rd party warehouse's, colleagues, and maintain internal records to ensure all invoices are paid.
  • Review customer open orders on a weekly basis and share directly with the customers and sales team.
  • Reconcile open orders on a weekly basis against 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.
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-organized 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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