Description
Our working environment is ever changing and very fast paced as we must match our speed to the ever-changing winds of pop culture. Successful candidates must be as flexible as Mister Fantastic and have the speed of The Flash. A keen eye for detail as well as a bias for action will also go a long way!
Your Superpowers in Action

• Partner with Customer Operations Manager in achievement of fiscal goals and to oversee day to day operations
• Develop strong working relationships with internal and external partners to ensure best possible level of service is delivered

Customer Service

• Partner with internal and external partners to ensure highest levels of service are delivered to the end customer
• Act as a liaison and coordinator of information across the Funko organization
• Define and achieve benchmark goals in department/service execution (KPI's)
• Drive strategic initiatives within the Customer Operation team together with cross-functional partners in operations, sales, finance, and planning.

Process

• Develop a strong understanding of Zendesk requirements and metrics to drive reporting
• Proactively identify areas/process requiring improvement and develop upstream process to reduce back end work
• Develop and integrate cross-functional processes to streamline and simplify customer operations
• Demonstrate business expertise that connects, understands, and leverages company-wide assets and capabilities
• Implementing periodic business reviews to ensure plans stay on track, or course correction is effectively managed as and when required.
• Effectively resolving at root cause any day to day operational issues.

Reporting/Analysis

• Management and execution of monthly Zendesk reporting and dashboard
• Development and implementation of KIP's and SLA's for the teams daily taks
• Sit in and develop forecasting for Specialty Customers and the Order Book
• Ad Hoc reporting as required

Leadership

• Mentor, coach, and lead the Customer Opertions team in the execution of all tasks to meet all department goals providing excellent customer service
• Support Customer Operations team in achievement of deadlines
• Walk through weekly reporting, provide order status updates, customer updates, resolve open issues, etc.
• Develop weekly team standup / training sessions in order to address individual and business needs
• Hire and train new team members
• Ensure all deadlines, milestones and KPIs are achieved
• Write and deliver yearly (and mid year) appraisals and goals to direct reports
• Review and approve employee timecards and requests for time off.

Must-Have Superhero Gadgetry
Qualifications & Competencies:

• Customer Service: Customer Centric, proactively identifying opportunities to improve customer experience. Highly responsive to customers/partners
• Results Oriented : Proactive, motivated and driven to achieve team and personal goals
• Problem Solving: Solution oriented with excellent critical thinking and independent problem solving skills
• Interpersonal Skills: Enthusiastic, positive, professional, confident. Effective relationship manager handling demanding/sensitive customer relations with confidence
• Communication Skills : Excellent oral and written communication skills with ability to communicate with people at all levels of the organization. Strong attention to detail; asks questions to clarify needs - avoids assumptions. Comfortable speaking in groups, leading meetings, and making presentations to partners
• Excellent organizational abilities / prioritization : Effectively manages time and workload. Ability to multi task & manage competing priorities and deadlines under pressure
• Process Management : process orientation to follow (and develop) process
• Attention to Detail : high attention to detail required; accuracy imperative
• Change Management: Highly adaptable and open to change in a dynamic and evolving environment
• Team player: Balances team and individual responsibilities; Contributes to building a positive team spirit; Supports team goals and workload
• Analytical / system skills: Aptitude for numbers and data interpretation. Strong Excel including recent experience with vlook-ups, pivot tables and an aptitude for working with formulas. Ability to work with various systems

Experience

• 5 Years of Opertaions experience centerred around supporting the customer
• 1 - 2 years of managing a team with different tasks and abilities
• Microsoft Navision (ERP)/Zendesk experience
• Advanced level understanding of MS Office products (import/export of data, Excel: use of charts and graphs, basic formula creation, pivot tables, vlookup, macro creation. Word: track changes, templates, PowerPoint: creation of presentations. SharePoint navigation and functionality)

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!
The base salary range for this position in the selected city is $73,000 - 92,000 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
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. We know that every superhero has a unique origin story and the diversity of these stories enrich what we do. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.