Senior Customer Service Representative

1 week ago

North Parramatta, New South Wales, Australia Hasbro Full time

At Hasbro we're changing the face of play and entertainment. We're looking for people who want to explore, experiment, and innovate to come up with the best ideas. Our culture of community, passion, integrity, creativity, and inclusion has inspired our diverse team of highly skilled, highly creative, and highly committed individuals for 100 years and we believe the best is yet to come.

Role

As a Customer Service Representative at Hasbro, a leading retail toy supplier, you will be the frontline ambassador for our brand, providing exceptional support to our valued customers and Key Internal Stakeholders. You will play a crucial role in ensuring customer satisfaction, resolving inquiries, and maintaining positive relationships. This position requires strong communication skills, a passion for delivering outstanding service, and a deep understanding of our products and policies.

Responsibilities

  • Interact with External Customers & Internal Stakeholders to provide assistance with inquiries, orders, product information, and issue resolution. Ensure every interaction reflects Hasbro's commitment to excellence.
  • Receive, process, and manage customer orders accurately and efficiently using our internal systems. Coordinate with Key Stakeholders to ensure accurate and timely delivery.
  • Investigate and resolve customer complaints, concerns, and escalations promptly and effectively & Take ownership of issues until they are fully resolved
  • Maintain a deep understanding of Hasbro's product catalog, including features, benefits, and availability.
  • Policy Adherence: Adhere to company policies and procedures regarding order processing, returns, exchanges, and customer service standards. Ensure compliance with regulatory requirements and ethical standards.
  • Cross-functional Collaboration: Collaborate closely with internal teams, including sales, marketing, and product development, to address customer needs, share insights, and improve overall customer experience.
  • Documentation: Accurately document customer interactions, orders, and issue resolutions & maintain detailed records for reference and analysis.
  • Continuous Improvement: Proactively identify opportunities to improve processes, streamline operations, and enhance the customer service experience. Share feedback and suggestions with relevant stakeholders.
  • Training and Development: Stay updated on product releases, promotions, and company updates through ongoing training and professional development activities. Share knowledge and best practices with team members.
  • Performance Metrics: Meet or exceed key performance indicators (KPIs) related to customer satisfaction, response times, order accuracy, and resolution rates. Strive for continuous improvement and excellence in service delivery.

Data Analysis and Reporting:

  • Collect and analyse data related to key performance indicators (KPIs) relevant to customer service.
  • Review reports and dashboards to gain insights into key performance metrics and identify areas for improvement.
  • Present findings to stakeholders and make recommendations for process enhancements or cost-saving initiatives.

Compliance and Oversight:

  • Ensure compliance with local processes and corporate security standards.
  • Stay updated on changes in global security protocols and implement necessary adjustments to ensure adherence.

Stakeholder Collaboration:

  • Collaborate with internal teams, including procurement, sales, marketing, and logistics, to align customer service strategies with business objectives.
  • Build strong relationships with external partners, such as buyers, purchasers, carriers, and warehousing, to facilitate smooth operations.
  • Communicate regularly with stakeholders to provide updates on customer service performance and address any concerns or issues promptly.

Qualifications:

  • Proven experience in customer service, with a focus on process and continuous improvement.
  • Strong data skills with the ability to understand data and identify trends.
  • Proficiency in Excel, Power BI, and SAP.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders.
  • Detail-oriented with a proactive approach to problem-solving.
  • Ability to work independently and prioritize tasks in a fast-paced environment.

Preferred Qualifications:

  • Certification in Customer Service, Supply Chain, Business Administration, or a related field.
  • Understanding of warehouse management systems (WMS) and transportation management systems (TMS).
  • Understanding of Customer Relationship Management (CRM) tools.
  • Familiarity with lean principles and continuous improvement methodologies.
  • Knowledge of Australian and New Zealand regulations and industry practices.
  • Previous experience working in the Australian or New Zealand supply chain Retail or FMCG Industry

Let's work together to bring the joy of play and fun to people around the world, one game, one toy, one story at a time. Join us and embark on a journey where work meets fun

Hasbro is an equal opportunity employer that is committed to supporting diversity and inclusion within our work environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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