Consumer Care Specialist in Toronto

at Spin Master Careers

Date Posted: 10/9/2019

Job Snapshot

Job Description

Consumer Care Specialist – Toronto

Are you a kid at heart looking to build a career with a leading global children's entertainment company?

At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that’s why we want you!

What’s it like to work here?

Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; though our challenging start-up atmosphere isn’t for everyone, we have a proven record of opportunities for future advancement and internal transfers for our passionate and results driven team.

The Job:
As a Consumer Care Specialist, you will work with a dynamic team with a passion for delivering an exceptional, world class, memorable consumer experiences through various capacities including via Phone, Email, Social Media, Online Reviews and Shipping. Reporting into the Consumer Care Supervisor, you will act as Tier 2 support to assist Tier 1 frontline Consumer Care Agents. If you are enthusiastic, passionate about customer service, with a creative flair for writing and social media interaction, and have strong strategic thinking skills, we would love to hear from you.

What we can expect from you:

Tier 2 Phone/Email Responsibilities:

  • Resolve escalated matters and general inquiries routed from Tier 1 frontline agents
  • Create incidents in Right Now CRM - Record, monitor, maintain and close incidents quest tickets ensuring the completeness and accuracy of the information captured
  • Provide timely and proficient support to Tier 1 frontline agents and follow-up on outstanding incidents and escalations issues in accordance with established procedures
  • Meet or exceed all Key Performance Indicators (KPI) by adhering to individual and team productivity and quality standards
  • Perform additional duties as required, including but not limited to: Brand Training Presentations, Quality Assurance tracking

Job Requirements

Social Media and Online Chat/Review Responsibilities:

  • Work independently to manage communication channels including, but not limited to Facebook, Twitter, YouTube and Instagram
  • Manage our retailer online reviews of all Spin Master products including Amazon, Target, Walmart, etc.
  • Report on customer engagement and satisfaction levels, and make recommendations on areas of key concern accordingly
  • Provide general reporting and analytics on team performance and any significant trends to the appropriate departments within the organization

Shipping Responsibilities:

  • Process assigned customer orders in SAP and manage through to shipment in a timely and accurate manner.
  • Respond to inquiries from Tier 1 Front Line agents on tracking of deliveries and other order related information request.
  • Process all required paperwork associated with shipping orders, i.e. Commercial Invoices
  • Meet or exceed all shipping Key Performance Indicators (KPI) by adhering to individual and team productivity and quality standards
  • Perform additional duties as required, including but not limited to: Scheduling customer quality assurance pick ups

 Who’s a good fit for this team:

  • A service minded individual who understands the importance of delivering memorable consumer experiences
  • Someone who is passionate about toys and has drive and motivation to succeed and always go above and beyond  
  • Someone who has pizzazz and presence – you’re on the front lines!
  • A resilient and adaptable personality. Sometimes volumes are high and situations can be complex but nothing gets you down
  • A true go-getter that takes initiative and is always prepared for today, tomorrow and the future!
  • Creative thinker who can think outside the box

 You should apply if you have the following: 

  • Excellent verbal and written communication skills
  • Excellent conflict resolution and negotiation skills, including previous experience in de-escalating consumer concerns
  • Ability to multitask and adapt to changes quickly
  • Strong active listening and comprehension skills
  • Minimum of 2-3 years of Customer Service experience
  • Previous call centre experience is a definite asset
  • University or College degree
  • Experience working with social media platforms using monitoring tools
  • Experience working with SAP or similar system experience
  • Experience working with Order Management and Customer Relationship Management systems
  • Experience with Microsoft Applications, specifically Outlook, Excel, PowerPoint
  • Availability for shifts between 6:00 AM to 3:00 AM on weekdays and weekends, including statutory holidays and December holiday season

What you can expect from us:

Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun. From top leadership to new and veteran team members alike, everyone at Spin Master embodies our Core Values:

  • Integrity
  • Open Mindset
  • Innovation
  • Partnerships
  • Collaboration
  • Driving Results
  • Entrepreneurship

Follow us on Instagram and Twitter @SpinCareers to stay up to date on Spin Master career opportunities.

We do appreciate all interest; however only those selected for interview will be contacted.