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Customer Service & Engagement Specialist in Toronto

at Spin Master Careers

Date Posted: 5/28/2019

Job Snapshot

Job Description

*Customer Service & Engagement Specialist – Toronto*

Are you looking to further your career with an industry 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; we are building a legacy and welcome individuals with a proven track record of driving results.  

The Role:

As a member of the customer facing team the Customer Service & Engagement Specialist will provide top tier customer service across the Specialty customer base.   You will be the first-line of contact with our Field Sales Representatives and Retailers, setting the tone for how our company and services are experienced. You will play an integral role in the coordination of services and the management of specialty accounts through proactive administration of orders from receipt through delivery, and by partnering with cross-functional team members and stakeholders to ensure all inquiries are addressed in a timely manner. You will be responsible for answering incoming Field Sales and customer calls and addressing emails that consist of order inquiries, case resolution, item inquiries, and troubleshooting. This fast-paced deadline-driven position requires attention to detail and the ability to multi-task and work independently. 

  • Provide top tier customer service to ensure customer satisfaction
  • Promptly and professionally respond to incoming phone calls and emails concerning all customer service related inquiries with a goal of providing an exceptional customer experience
  • Professionally handle a high volume of complex inbound and outbound calls as well as email correspondence
  • Ensure that all inquiries and issues are responded to promptly and accurately
  • As needed, accurately process daily entry of orders and perform routine order tracking to ensure timely processing and shipping of customer orders
  • Effectively collaborate with cross-functional partners and take responsibility for following through on any outstanding matters
  • Regular interface with key stakeholders (e.g. Credit, Sales, Planning (Supply and Demand), Logistics) to resolve and prevent issues
  • Navigation and research in SAP, eCommerce Portal (EMUN), customer's system, 3rd party systems (where required) to effectively manage order execution
  • Initiate and maintain regular dialogue with key stakeholders (e.g. Credit, Sales, Planning (Supply and Demand), Logistics) to resolve and prevent issues and to enhance mutual understanding of the driving issues within the channel

 

Job Requirements

What we can expect from you:

  • Demonstrable responsiveness and reliability
  • Experience working in Customer Service for CPG company
  • Experience with .com customers and ecommerce/small orders
  • Familiarity with CRM systems and practices

Who’s a good fit for this team:

  • Strong written, interpersonal, and oral communication
  • Strong customer service skills exhibiting a courteous telephone etiquette, patience, and professionalism
  • Team-oriented and the ability to work with others
  • Self-directed and the ability to problem solve

You should apply if you have the following:

  • Bachelors Degree preferred
  • Min 2 yrs.+ Customer Service Experience preferred
  • Experience with a Tier 1 ERP system (SAP) required
  • Experience with eCommerce technology platforms
  • Experience with CRM system
  • Working knowledge of Windows, Excel and Word

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.