Customer Service Representative – Direct Consumer Accounts
Customer Service Representative – Direct Consumer Accounts
Schylling is an award-winning toy company that has been putting smiles on the faces of children, and children-at-heart, for over 40 years. We are in a historic old mill in the charming and idyllic New England town of North Andover, MA.
As a Customer Service Representative handling direct consumer accounts, you will be the primary point of contact for our customers, providing timely and effective assistance to resolve inquiries, concerns, and issues. You will play a crucial role in maintaining positive relationships with our customers and ensuring their overall satisfaction with our products.
KEY RESPONSIBILITIES:
- Respond promptly to customer inquiries via phone, email, or chat, addressing questions, concerns and product related issues with professionalism and empathy.
- Process orders, returns, and exchanges accurately and efficiently, ensuring timely delivery and resolution of any issues.
- Drive and support the replacement and parts needs of our B2C customers including procurement, packing, and mailings.
- Investigate and troubleshoot customer problems, escalate complex issues to the appropriate department or supervisor when necessary, and follow up to ensure resolution.
- Develop a deep understanding of Schylling’s products to provide accurate information and guidance to customers, including product features, specifications, pricing, and availability.
- Maintain detailed records of customer interactions, transactions, inquiries, and resolutions via Helpdesk.com ensuring accuracy and completeness.
- Solicit and collect customer feedback to identify areas for improvement and make recommendations to enhance the customer experience.
- Establish new customers and consumers in the computer system.
- Report any product-related problems to the supervisor for appropriate resolution as they occur.
- Collaborate closely with other departments, including Sales, Marketing, and Product Development, to coordinate efforts and address customer needs effectively.
- Adhere to company policies and procedures, including quality standards, to deliver consistent and high-quality customer service.
- Stay updated on industry trends, best practices, and new technologies in customer service to continually improve processes and enhance the customer experience.
- Service as a customer advocate within the organization, championing the needs and preferences of our customers to drive customer-centric initiatives and improvements.
- Provide support and training to employees as needed.
- Perform other supportive duties and responsibilities for both US and Canadian customers, as needed.
QUALIFICATIONS:
- High School diploma.
- Previous experience in customer service or related field, preferably in a direct consumer role.
- Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
- Strong problem-solving abilities and the skill to remain calm and composed under pressure.
- Empathy and patience to understand and address customer concerns effectively.
- Ability to be organized and prioritize workload in a fast-paced environment.
- Ability to handle multiple tasks and work positively under pressure.
- Proficiency in using NetSuite and Helpdesk.com a plus.
- Previous experience servicing TikTok customers a plus.
- Must be a team player and be able to work with diverse personalities.
- Must be able to sit for extended periods of time.
- Ability to work independently.
Schylling offers a competitive benefits package that includes medical, dental, and vision coverage with an 80% company contribution, company-paid life and disability insurance, PTO and at least 9 paid holidays, product discount, and a two-year cliff vesting 401k with weekly company match and eligibility after 30 days.
Please note, Schylling will not offer employment without a formal interview or request personal/financial information via social media or email.