Uncle Milton is hiring a Consumer Services Associate for its California offices. You will serve as the first point of consumer contact and the primary liaison between Uncle Milton and its consumers through all communication channels including phone, e-mail and online. In this role, you will complete all the daily functions of the Consumer Services department while partnering with the marketing department to continually develop and implement new processes to better serve consumer needs. NOTE: Job applicants MUST be local. The Uncle Milton office are located in the Agoura Hills/Thousand Oaks area of Los Angeles.
Interested candidates can contact Liz France, l-france@unclemilton.com for more information.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Respond to all consumer and inbound company phone calls, e-mails and letters in a timely and professional manner
- Be able to problem solve and successfully resolve consumer questions and issues effectively while maintaining a positive relationship and company opinion with consumers
- Learn the functions and instructions for all Uncle Milton toys and be able to answer consumer questions related to trouble-shooting on the various products
- Partner with the marketing team to create standardized responses to different consumer issues and questions that are also consistent with the messaging in marketing communications
- Manage all consumer orders through the Uncle Milton e-commerce site and via mail, allocating orders to the fulfillment vendors and ensuring shipments are made on time. Establish and implement an effective process for communicating order status to consumers.
- Implement the customer return and refund processes with consumers including return labels, receipt of returns and refund processing with accounting
- Establish processes and generate reports for the marketing, product management and accounting teams that track and summarize the volume and content of consumer calls, valuable consumer feedback, metrics on consumer shipments, and order detail for invoicing
- Review and respond to online consumer reviews as another extension of the consumer services department
- Partner with the marketing department to respond to consumer services issues coming through social media channels
- Implement and update online consumer services content on the Uncle Milton website such as FAQs and instruction manuals while collaborating with marketing to ensure effective website integration with consumer services processes
- Effectively represent the Uncle Milton company in a positive way that aligns with the values and positioning of the company
SKILLS AND REQUIREMENTS:
- High school graduate. Two year degree preferred. Four year college degree a plus.
- Experience interfacing directly with consumers
- Exceptional interpersonal and communication skills, both verbal and written
- Ability to speak clearly and concisely when talking with consumers and answering their questions
- Ability to be professional, courteous and calm on the phone with consumers at all times and even in the most difficult situations
- Excellent organizational and workflow skills with an ability to work on simultaneous projects
- Ability to identify, propose and implement process improvements
- Tech savvy and computer proficient
- Strong familiarity and experience with online shopping sites, social media sites, intranet company IT systems, and web-based applications
- Extensive experience with Microsoft Outlook
- Detail oriented with consistent and thorough follow-up with consumers and internal stakeholders
- Marketing experience and/or education a plus
PERSONAL CHARACTERISTICS:
- Excellent people skills and the ability to build positive relationships with consumers, external parties and co-workers
- Self-motivated and hard working
- Demonstrates good judgement with minimal guidance or supervision
- Enthusiastic and positive with a high level of energy, and a low level of drama
- Dedicated team player
- Flexible and embraces change
- Proactive and able to anticipate and respond to needs, both externally with consumers and internally with team members
- Organized, self-motivated, with strong attention to detail
- Ability to quickly learn and multi-task in a fast paced work environment
- Responsible and accountable
- Awareness of and focus on meeting the needs of consumers and team members
ABOUT UNCLE MILTON:
Founded in 1946, Uncle Milton creates products that inspire imagination and learning while encouraging kids to explore and discover their world. Uncle Milton is a leader in the science and educational toy category, with a portfolio that includes many top entertainment licenses as well as proprietary brands. The flagship Ant Farm® brand ant habitat, first introduced in 1956, is a toy industry icon that has delighted generations of families in uncovering the amazing underground world of ants. Since then, Uncle Milton has created many innovative brands and products. The Star Wars Science line provides unique toy activities with real science learning for fans of all ages that make the connection between the Star Wars universe and our own. The Ever Wonder™ brand features toys based on child inspired questions about the natural world around them that lead to real S.T.E.M. learning through play. The innovative Virtual Explorer™ brand combines exciting virtual reality and augmented reality technology with hands-on toy activities.
For more information on Uncle Milton brands and products, go to unclemilton.com.