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Company: Wild Republic
Reports To: Key Account Manager
Department: Customer Service
Employment Type: Full-time, Exempt
Location: Twinsburg, Ohio
Shift: M-F, 8:30 AM to 5:00 PM
The Customer Service Representative - Amazon is the company's designated Amazon support liaison. This role is responsible for overseeing the company's presence on Amazon through daily maintenance of our product pages and coordinating with other internal teams to ensure optimization of product listings. The Customer Service Representative - Amazon works with internal teams to ensure accurate processing of orders in a timely manner to avoid chargebacks and fees. This role will use Amazon Vendor Central to
expedite Amazon orders and resolve issues. Familiarity with shopping on Amazon, proficiency with technology including Excel, and strong organization and attention to detail are essential for the position.
Essential Duties and Responsibilities:
Works with internal teams to ensure EDI orders, inventory control, and warehouse processing are accomplished in an accurate and timely manner to avoid fees and chargebacks.
Amazon Vendor Central Management
Learn and understand Amazon Vendor Central, including how to find information to expedite weekly Amazon orders and issue resolution. Resolve Amazon Vendor Central issues, such as chargebacks, on page accuracy, and order routing.
Amazon Product Listing Coordination
Coordinates with internal teams to optimize Amazon product listings with images, video, and enhanced copy. Obtains product data, such as product weights and dimensions, to assist with new product set up.
Product Page Maintenance
Maintain product pages on a daily basis by responding to consumer inquiries and product reviews.
Assist Other Departments
Assists other departments as needed and completes other duties as may be assigned to contribute to the efforts of the team.
Ensures overall client satisfaction by maintaining active knowledge of customer needs and communicating those needs to the appropriate departments.
Partners with cross-functional departments and teams to ensure customer needs are met, issues are resolved promptly, and to contribute to overall success for the business.
Maintains positive communications with internal and external customers.
Develops strong knowledge of current products and keeps knowledge up-to-date.
Skills and Abilities:
Takes ownership of position and territory with demonstrated commitment to success.
Adapts to changes in the work environment. Changes approach or method to best fit the situation. Able to handle change, delays, and unexpected events. Shows initiative, good judgment and adaptability for quick and/or frequent changes within daily tasks to be executed.
Familiarity with Amazon shopping.
Attention to detail
High attention to detail and accuracy.
PC proficiency, including Microsoft Office and NAV, as well as fast, accurate data entry skills.
Strong oral and written communication skills to handle customer issues and work with coworkers across the company at all levels.
Customer Service Communication Skills
Thoroughly listens to customers or reps to gain clarification to handle situations that arise daily. Responds promptly to customer and rep needs. Uses professional telephone skills and writes clearly and informatively; edits work for spelling and grammar & uses proper etiquette in written correspondence.
Regular, on-time attendance, including overtime as necessary.
Good follow up skills and persistence to ensure customer receives desired product in a timely manner.
General Product Knowledge
Develops and maintains current knowledge of our products.
Gains trust by demonstrating ethics and integrity in actions, maintaining confidentiality, and exercising appropriate discretion and judgment.
Strong interpersonal and relationship skills to effectively work with both internal and external customers,including the ability to identify the needs of others and handle and manage challenging people effectively.
Ability to effectively manage multiple competing priorities. Handles multiple assignments and priorities yet still fulfills all commitments. Able to handle high volume and multiple projects simultaneously while maintaining quality and attention to detail. Readily accepts new responsibilities and adapts well to changes in procedures. Gives appropriate priorities to various work demands.
Able to organize and plan tasks out according to the demands of the day.
Understands and follows company policies and procedures.
Maintains a positive attitude.
Demonstrated ability to prioritize work appropriately and use time efficiently.
Ability to problem solve and think outside the norm in some situations; in order to get the tasks at hand accomplished. Speaks clearly, calmly and persuasively in positive or negative situations.
Balances team and individual responsibilities and contributes to building a positive team spirit. Develops and maintains a strong working relationship with internal and external individuals and groups.
Prioritizes tasks and manages time to ensure that deadlines are met. Plans his or her time and sticks to those plans. Prevents or manages interruptions until the highest priority tasks are accomplished.
Able to type at least 65 WPM to keep up with demand.
Required Education / Experience / Specific Job-related Skills
Years of Experience:
1 to 3 years of relevant experience in customer service or related role. Education may count in place of required experience level.
A high school diploma or its equivalent. Experience may count in place of required education level.
No supervisory responsibilities.
This position requires frequent sitting, occasional standing and walking, and occasional lifting and carrying of up to 10 pounds. Occasional travel may be required to meet customer needs.
About the Company:
Everyday millions of children around the world are inspired to learn and play through Wild Republic. Founded in 1979 as the family-owned and operated K&M International, Inc., the Wild Republic brand has grown into an internationally-recognized company, distributing nature-inspired stuffed animals and toys throughout the world. Based in Twinsburg, Ohio, Wild Republic has operations globally in Asia, Europe, Africa and North America, with retail distribution in mass, grocery, drug and specialty retailers. And, with over four decades bringing innovative marketing and IT technology service solutions to the tourism channel, Wild Republic is the leading vendor partner with North America’s most prominent Zoos, Museums and Aquarium attractions.
This privately-owned company is committed to nature and conservation, producing the highest quality toys for children, and creating a world filled with compassion, responsibility and understanding. We are committed to serving our customers in a timely and productive manner, which requires that we all work together as a team. To achieve our goals, we are committed to building and maintaining an organization that aligns with our Core Values.
- Express Empathy and Humility toward Others
- Foster Relationships with Honest and Considerate Communications
- Honor Triple Bottom Line: People, Planet, and Profit
- Deliver Excellence with Customer Service
- Accept Responsibility and Authority
- Demonstrate Respect and Cooperation
Wild Republic is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us at email@example.com.
The preceding job description has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, and qualifications required of employees assigned to this job and other duties and responsibilities may be assigned as determined necessary by management. This job listing is not intended to, and does not, construe either a contract of employment or an offer of such a contract. Offers of employment with Wild Republic are contingent upon successful completion of a pre-employment background check and drug/alcohol screening.