Customer Service in Toronto

at Spin Master Careers

Date Posted: 2/16/2020

Job Snapshot

Job Description

Please Note: If you are a current Spin Master employee with access to Workday, apply to this job via the Workday application.

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.  





Job Description:

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 Job:

The Job:

We are looking for a Consumer Care Specialist with a passion for delivering an exceptional, world class, memorable consumer experiences through various capacities including via phone, email, chat, social media, online reviews and shipping.

Consumer Care Specialists will act as an elevated level of support to assist our frontline Consumer Care Agents. If you are passionate about customer service and value quality consumer engagement and interactions, we would love to hear from you!

Phone/Email Responsibilities:

  • Resolve all consumer escalations and other inquiries via phone and email as routed from front line Consumer Care Agents
  • Record, maintain and close consumer cases within CRM and ensure all information is completed with care and accuracy
  • Provide timely and proficient support and communication to front line Consumer Care Agents and follow-up on outstanding incidents in accordance with established procedures
  • Perform additional duties as required

Social Media and Online Review Responsibilities:

  • Manage all customer service inquiries on social media and online channels, including Facebook, Twitter, YouTube, Instagram and Helpshift
  • Handle online reviews (Amazon, Walmart, Target) and app reviews (Google Play and App Store) of all Spin Master products/apps
  • Provide general reporting and analytics on team performance and any significant trends and make recommendations on areas of key concerns
  • Perform additional duties as required

Shipping Responsibilities:

  • Process replacement orders and mail out shipments in a timely and accurate manner using Oracle RightNow, SAP and UPS systems
  • Provide tracking delivery updates and other order-related requests
  • Schedule quality assurance pickups and item returns for further testing and refunds, respectively
  • Perform additional duties as required

Required Skill Set:

  • Excellent verbal and written communication skills
  • Ability to multitask and adapt to changes in a fast-paced environment
  • Excellent negotiation and de-escalating skills
  • Strong active listening, comprehension and presentation skills
  • Creative and critical thinker
  • Comfortable taking initiative and thinking outside the box
  • An endless curiosity as to what motivates and inspires consumers
  • Experience with Hootsuite or similar social listening tools is a definite asset
  • Experience with SAP and Oracle or similar systems is a definite asset
  • Experience with Shopify or other Order Management systems is a definite asset

Required Qualifications & Experience:

  • Minimum of 2-3 years of customer service experience
  • Flexibility on rotational-based shifts between 6:00am to 3:00am, weekdays and weekends, and during statuary holidays and December holiday season
  • Minimum 1 year of social media experience both professionally or personally
  • Passion for toys and delivering memorable consumer experiences
  • Experience with Microsoft Applications, specifically Outlook, Excel and PowerPoint

Re-imagine where imagination can take you! Check out all the fun you can be a part of by visiting out LinkedIN page https://www.linkedin.com/company/spin-master-ltd-/





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.