Customer Service Rep

JOB SUMMARY:
The Customer Service (20463) is responsible for delivering a best-in-class customer experience. This position will provide clear, accurate and knowledgeable information about the products WinCraft sells. In addition, coordinate and lead multiple Events throughout the year with scheduling, effective internal communication and transmission of orders.

ESSENTIAL JOB FUNCTIONS:
Provides day-to-day support of company Events to ensure accuracy, completeness and timeliness of tasks.
High degree of internal collaboration & communication of Events with internal departments.
Directs and participates in the incorporation of new developments into program areas, as appropriate.
Manage a high level of daily customer contact with professional expertise.
Enter all assigned orders into the system in an accurate and complete manner, meeting established KPI's.
Understanding of Vendor guides and agreements for application and meeting customer expectations.
Review and complete all applicable holds and late order reports daily.
Update orders as needed for price adjustments, ship dates and accurately maintain records the system.
Handle customer comments, provide solutions and alternatives within company policy; follow up to ensure resolution.
Understand new product launches, special offers and booking events to provide complete customer information.
Adhere to all policies, procedures and restrictions set forth by management as they pertain to Licensed Properties.
Maintain and enhance internal relationships expected of the WinCraft team.
Adhere to policies and procedures set forth by WinCraft's leadership team.
Participate in process improvement activities; improve and enhance service experience for external and internal customers.
Additional duties, as assigned.

EDUCATIONAL & Experience REQUIREMENTS:
An Associate's degree in Business or similar field of study.
One to two years of professional experience customer service.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:
Strong interpersonal and customer service skills.
Strong phone contact handling skills and active listening.
Ability to answer a high volume of calls and/or emails daily.
Ability to multi-task and work in a challenging fast-paced environment.
Capable of working in both an independent and collaborative work environment.
Proven track record of meeting deadlines.
Ability to share work among the customer service team.
Familiarity with CRM system and practices.
Ability to find positive solution in any situation.

PHYSICAL REQUIREMENTS
Ability to maintain focus for extended periods of time.
Ability to utilize a computer continuously
Ability to sit and/or stand continuously

WORKING CONDITIONS
Office environment

Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods. It operates a vertically-integrated platform of digital and physical capabilities for leading sports leagues, teams, colleges, and associations globally – as well as its flagship site, www.fanatics.com.

Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world—including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, Golden State Warriors, Paris Saint-Germain, Manchester United, Chelsea FC, and Tokyo Giants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA).