Position Summary:
The Senior Customer Service Representative supports the EMEA customer service function, ensuring customers receive timely, effective, and professional support. This role is responsible for resolving complex customers' concerns and ensuring consistent service standards across all customer interactions. The position also supports general office adminstrative duties.
What you will do:
- Responds to and resolves inquiries received via email, social media, and physical mail. Resolves high-priority customer inquiries and provides resolutions, answers in accordance with procedures; escalates as needed.
- Monitor Feefo product and service reviews, respond where appropriate, and share feedback with the relevant teams for follow-up. Track issues through resolution and identify recurring problems and
- Process replacement orders for parts and products, manage and maintain the Salesforce Price Book, and oversee replacement part inventory to ensure availability and accurate stock management.
- Process returns for Munchkin.com and TikTok orders in a timely manner, including issuing refunds through Shopify and creating Return Merchandise Authorisations (RMAs) in Oracle. Liaise with the US Finance team as required to support UK web order reconciliation.
- Run and prepare bi-weekly customer reports to identify patterns, trends, and opportunities for improvement. Ensures that high priority matters for returns from customers are routed to Compliance for review.
- Collaborate with the Marketing and E-commerce teams to address product issues and consumer concerns, and support product testing when required.
- Optimize and make recommendations on process improvement and procedures to improve efficiency.
- Provide additional support to the E-commerce team by investigating fraudulent orders, resolving inventory and order-processing issues, and managing shipment and return inquiries.
- Order and maintain office and kitchen supplies, ensuring essential items are available and in-stock.
- Manage marketing samples and coordinate UPS shipments, ensuring samples and other items are dispatched efficiently and delivered to the appropriate recipients. This includes UK and overseas parcels that will require relevant commercial invoices.
- Coordinate corporate gifting and social events, managing arrangements and logistics to ensure activities run smoothly and support employee engagement and company initiatives.
- Coordinate other office adminstrative duties such as coordinating with an external safety management agency for documents and annual office audit, coordinating documentation relating to the Waste Electrical and Electronic Equipment (WEEE) submission by working with an external agency and providing the agency with internal information for the filing to be completed by the agency, or coordinating documentation to another agency that manages the company's trading standard's requirements
- Other duties may be assigned.
What you Will Bring:
- 3+ years of experience in customer service, consumer relations, e-commerce support, order administration, or related field.
- Experience handling written customer inquiries, complaints, returns, refunds, replacement orders, and escalated matters. Experience working in a high-volume, deadline-driven environment with established response-time and quality standards.
- Strong written English communication skills and the ability to respond professionally to customers in sensitive or complex situations. Additional European language skills are preferred.
- Experience using CRM, e-commerce, order management, and customer review platforms. Experience with Salesforce, Shopify, Oracle, and Feefo is preferred.
- Strong organizational skills and the ability to manage competing priorities independently.
- Proficiency in Microsoft Excel, Outlook, Word, and other standard business applications.
- Ability to prepare reports, identify recurring issues, and communicate recommendations.
- Ability to coordinate effectively with multiple departments.
- Must be authorized to work in the United Kingdom.
We Got You Covered!
Salary range: £30,000–£34,000, DOE.
As a Great Place to Work Certified™ company, Munchkin is committed to offering the best to our employees. Employees receive a comprehensive benefits package that includes employer paid supplemental health coverage, generous employer-matched pension contribution, paid time off, among other key benefits. Munchkin’s total rewards are top of market and include competitive salary, discretionary bonus, and opportunities to earn equity. Importantly, Munchkin fosters the growth potential in everyone by supporting development plans.
We regularly hold social functions to foster a genuine camaraderie that enhances teamwork. At company-wide functions, we recognize the talent and dedication of our most valuable assets, our people!
To learn more, visit us at www.munchkin.com.
Munchkin welcomes and values what makes everyone unique. We’re proud to be an equal opportunity and affirmative action employer. All hires for our team are based on qualifications, merit, and business needs. We recruit, employ, train, and promote regardless of race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, veteran status, genetic characteristic, or any other protected status.
