Customer Service Rep

JOB SUMMARY:
The Customer Service 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 is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.