Mondo Customer Service Coordinator
Description
Funko Overview
Welcome to the Funko-verse, a world built on pure imagination, a land governed by the philosophy that stories matter, a universe comprised of characters from countless fandoms, a galaxy of once upon a times and happily ever afters.
But what does Funko do?
Funko is a purveyor of pop culture and licensed-focused collectibles company. Funko currently holds thousands of lenses and the rights to create tens of thousands of characters – one of the largest portfolios in the pop culture and collectibles industry. Funko’s Pop! Vinyl is the number one stylized vinyl collectible on the market, selling millions of figures to fans around the world.
The Mondo Customer Service Coordinator provides premium end-to-end services for specifically Mondo customers, artists, and colleagues through the main support email [email protected]. The CS team is the first point of contact each customer has with the Mondo brand and is the central hub through which information is communicated in and out of Mondo. The Customer Service Coordinator must be able to independently assess and act to resolve all customer concerns and needs, and possess an understanding of when a situation calls for escalation to the proper internal Mondo team.
The team continues to surprise and delight our unique and extremely dedicated fanbase. Ensuring they provide the knowledgeable and unique expertise the Mondo brand has become known for to our fans and die-hard collectors.
What You’ll Do
- Respond to all emails that come into the Mondo Support channel. Maintaining a minimum 48-hour response time. Answering on average 60-120 emails a day based on business, focusing on First Call Resolution (FCR) and End to End (E2E) service. Workload increases during peak season or promotions.
- Assisting customers with lost or damaged orders, shipping status, cancelling orders, address changes, issuing partial or full refunds, combining orders, processing exchanges, and answering all other general inquiries that may come in through the support channel.
- Follow each weekly Drop closely to internally report any site or checkout problems a customer may have.
- Draft and send out Delay and Notify Me emails on delayed products and respond appropriately by processing invoices or cancelling delayed items.
- Meet regularly with each department within Funko Games to ensure every team is informed of relevant issues or trends in customer feedback, so that internal changes can be made as necessary.
- Maintain and update the CS Guidebook regularly. The Guidebook is a living document used for training, education, and internal review.
What You’ll Bring
- High School Diploma or equivalent
- Minimum 2 Two-year Customer facing work experience.
- Demonstrate an exceptional level of attention to detail through the accuracy of assigned tasks and ability to follow policies and procedures.
- Strong communication skills, with a focus on Soft Skills. Including the ability to listen actively, provide clarity, project positivity, speak with confidence, and always show empathy.
- Ability to resolve conflict and de-escalate issues to drive higher Customer satisfaction.
- Consistently meet strict deadlines. Attend weekly, bi-weekly, and monthly meetings with
- Ability to multitask and move fluidly between multiple programs the Mondo CS team uses to resolve support requests, including but not limited to: Re:Amaze, Shopify, PayPal, Ship Station, Outlook, Google Suite, Klaviyo, and logistics and inventory systems through our client portals.
- Intermediate level understanding of MS Office products (Excel: use of charts and graphs, basic formula creation. Word: track changes. Outlook: create address books, groups, auto-response.)
Salary Information
The base salary range for this position in the selected city is $18.39 - $26.00 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
What Funko Offers
Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!
Funko is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!
Funko is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Work Environment
The noise level in the work environment is usually moderate. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
What Funko Offers
Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!
Funko is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.