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Customer Service Representative

2 months ago

Bracknell UK, Berkshire, United Kingdom JAKKS Pacific UK Full time

About us


JAKKS Pacific is a world leading designer, manufacturer and marketer of toys and fancy-dress costumes. Based in beautiful Santa Monica, with offices in the UK, Germany, Italy, and Hong Kong, we play every day by creating toys and costumes that delight and transform the lives of children.


We work with the best and biggest entertainment companies in the business: Disney, Sega, Warner Brothers, Nickelodeon, Nintendo and more, with our products on shelves around the world.



Main purpose of the role


Based at the European UK based head office, you will be looking after a portfolio of accounts across our EU & UK customer base. You will be providing excellent customer service from customer setup, reviewing delivery guidelines, receiving and processing orders, working with our 3PLs, responsible for product compliance, through to successful deliveries of orders to your customer base.


Key duties and responsibilities (other duties may be assigned)


· Provide excellent customer services, written, verbally and face to face (when required)

· Working with our operations team, the sales team and warehouse, to ensure we understand individual customer requirements for all new & existing customers and to champion delivery compliance

· Ensuring orders are processed accurately, including working with internal departments, to ensure correct items numbers are stated on each customer purchase order, and being vigilant cross checking pricing

· Processing orders onto JDE Oracle system (manual and EDI orders) and releasing to our 3rd Party Warehouse’s in a timely manner taking into account customer requirements

· Adhering to any stock allocations before releasing orders to our 3rd party warehouse’s

· Ensuring all goods for delivery into EU Retail partners are compliant in respect to the EU TSD (Toys Safety Directive). This will entail ensuring language warnings are applied by means of labels onto retail packaging in an appropriate position

· Responsible for splitting, grouping and updating orders

· Work with 3rd party warehouse’s to ensure orders are booked in, picked, packed and despatched according to our customer’s guidelines.

· Following up delivery discrepancies / non-conformances with 3rd party warehouse’s, colleagues and maintaining internal records to ensure all invoices are paid

· Reviewing customer open orders on a weekly basis and sharing directly with the customers & sales team

· Maintaining all open orders on JDE Oracle (eg changes to quantities, dates, pricing, month of shipment etc…..)

· Reconciling 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


Key Performance Indicators


· Regular communication with sales managers to support sales in growing the business

· 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



Education and experience


· Order entry experience is essential, with a high level of accuracy (training will be given for JAKKS adopted JDE Oracle stock & order management system)

· 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 “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