POSITION SUMMARY:

Responsible for maintaining our ticket support system, provide clear instructions, and assistance to customers. Analyze customer trends, propose solutions, and handle inquiries promptly. The role ensures exceptional customer experiences through effective communication and problem-solving. In addition, you will be expected to assist with day to day operations, internal projects, and other support related tasks/goals.

ESSENTIAL FUNCTIONS:

• Respond to customer inquiries and requests via email within the Gorgias ticketing system.
• Maintain organized communication throughout the resolution process within Gorgias tickets.
• Research and problem-solve customer concerns, providing accurate solutions and/or instructions.
• Maintain the Returns/Replacements, along with identifying issues and trends.
• Occasionally assist with day-to-day management of the store, including but not limited to Order Processing, Product Management, and Promotional Offers.
• All other duties, as assigned.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• Proficiency with Microsoft 365 (Outlook, Excel, SharePoint, Teams, Planner, Word, and OneDrive).
• Excellent written communication skills.
• Effective problem-solving and analytical skills.
• Quick learner with adaptability to new products, and policies.
• Ecommerce platform knowledge (familiarity with BigCommerce preferred).
• Ticketing system experience (familiarity with Gorgias preferred).
• Exceptional skills in planning, prioritization, managing multiple projects, and fostering effective collaboration.

Diamond Select Toys and Collectibles, LLC: Founded in 1999 by sister company Diamond Comic Distributors, Inc, to service the adult collector and appeal to the kid or fan in all of us. DST has licensed a variety of pop culture properties and works with some of the biggest brands in the industry including Marvel Comics, Star Wars, Star Trek, Transformers, Ghostbusters, Halo, G.I. Joe: A Real American Hero, Buffy the Vampire Slayer, Indiana Jones, Battlestar Galactica, 24, The Muppets and Back to the Future. Through Diamond Select Toys, Art Asylum and recently adding Gentle Giant LTD, Diamond has created thousands upon thousands of well-loved collectibles in numerous product categories, including action figures, plush, banks, busts, statues and prop replicas.

Diamond Comic Distributors, Inc. Founded in 1982, Diamond Comic Distributors, Inc, resides at the nexus of Comics and Pop-Culture with a multi-channel platform of publishing, marketing and fulfillment services, coupled with an unparalleled global distribution network for its retailers, publishers and vendors. Diamond is the world’s largest distributor of English-language comics, graphic novels and pop- culture related merchandise.

Diamond is the parent company of Alliance Game Distributors, Diamond Book Distributors, Diamond UK, Diamond Select Toys and Collectibles, LLC, Sapphire Studios, Gemstone Publishing, Inc, E. Gerber Products, LLC, Diamond International Galleries, LLC, Hake's Auctions, and Rosebud Entertainment, LLC (aka Baltimore Magazine)

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Cockeysville, MD 21030: Relocate before starting work (Required)

Work Location: Hybrid remote in Cockeysville, MD 21030