Customer Service Manager APPLY NOW

Kansas City, MO
Customer Service
Full time

Position Overview

The primary goal of this position is to lead the customer service department for AreYouGame, University Games, and like subsidiaries. This person will be responsible for responding to all customer communications (phone, email, contact form…), addressing product issues (quality or likewise), working with multiple Product Managers to maintain product lines, and working directly with retail partners.

Key Responsibilities

· Engage with customers and partners via phone and email

· Professionally answer incoming calls (or returning phone calls)

· Gather all necessary information for returns, replacements, reshipments, or other customer/partner issues so that you may quickly process those shipments directly from our warehouse

· Use problem solving skills to shift challenges into positive outcomes

· Leverage product knowledge to educate customers

· Process daily orders through an internal approval system and our partners’ portals

· Serve as a passionate advocate for AreYouGame and University Games’ subsidiaries

· Weekend and holiday availability required (November 1st – December 31st)

· Work directly with Product Managers as to better understand products and their rules

· Process and fulfill all replacement part requests (including but not limited to AreYouGame branded products, University Games branded products, and other subsidiaries)

Desired Skill & Experience

Personal Attributes

· Experience in customer service facing environment

· Exceptionally organized and detail-oriented

· Ability to juggle multiple tasks throughout the day

· Ability to be persistent and determined on finding resolutions for problems

· Self-starter who can work independently but knows when to appropriately bring CEO and/or the rest of the senior management team into the decision-making process

· Team player, collaborative, approachable, people-oriented, diplomatic, professional, tactful, great communicator

· Comfortable in a dynamic, entrepreneurial environment

· A roll-up-your-sleeves person who is also an adept strategist

· Ability to learn a new industry and its players quickly

· Resourceful

· High energy with a sense of urgency with ability to remain positive and calm under pressure and tight timelines

· Loves products and is energized by the eCommerce environment

· Has a competitive spirit and enjoys playing and testing new game and products

Skills

· Excellent prioritization skills

· Innovative and highly resourceful; an outside-of-the box thinker

· Sound critical thinking and problem-solving skills

· Ability to work in the warehouse to fulfill orders in high demand periods

· Data driven; accustomed to setting goals and measuring success

· Ability to maintain a keen attention to detail, multitask and work well under pressure and specific deadlines

· Natural tendency to be curious, positive and creative

· Team player who collaborates well with others

· Sincere empathy for those and commitment to delving deep into the challenges they present or experience

· Proficient typing skills

· Expert in Microsoft OS

· Amazon Seller experience is a plus

· Ability to lift ± 25 pounds

· Ability to stand and/or sit for ± 8 hours

Experience

· Approximately 5+ years of relevant customer service experience

· Toy/Games Industry or Consumer Packaged Goods experience strongly desired

· Shopify/Shopify Plus experience strongly desired

Benefits

· Yearly bonus potential

· Medical insurance (100% paid)

· 401k

· Paid Time Off and holidays

· Employee purchase discounts

· Casual dress and work environment

· First to play new games that haven’t entered the market

· Work with a down-to-earth and experienced team in Kansas City, MO

AreYouGame is committed to equality of opportunity in all aspects of employment. We are committed to making all employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status

Job Type: Full-time

Schedule:

  • Day shift
  • Monday to Friday

Work Location: One location


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