Customer Retention Supervisor jobs in Everett, WA

• 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

• 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.

• 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.

• 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

• 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

• 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

• 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)