Customer Service Representative

JAKKS Pacific is a leading designer, manufacturer and marketer of toys and costumes worldwide. Headquartered in beautiful Santa Monica, with offices in the UK, Germany, Italy and Hong Kong, we make time to play every day by creating toys and costumes that excite children and enrich their lives.

We partner with the best and biggest companies in the entertainment industry — Disney, Sega, Warner Brothers, Nickelodeon, Nintendo and many more — and our products can be found in retail outlets around the world.

Primary Purpose of the Role

We are looking for a Customer Service Representative to manage a portfolio of Italian customers. This person will ensure excellent customer service throughout the entire process: from order receipt and processing, through coordination with internal warehouse emplo and product compliance, to the management of non-conformities received from the customer.

Key Duties and Responsibilities (other duties may be assigned)

• Provide excellent customer service in writing, verbally and in person (when required)
• Work with the Operations and Sales teams and the warehouse to understand the specific requirements of all new and existing customers and drive adherence to delivery requirements
• Ensure orders are processed accurately, including working with internal departments to confirm that the correct item codes are listed on each customer purchase order and carefully checking prices
• Enter orders into the JDE Oracle system (manual)
• Adhere to any stock allocations before releasing orders
• Ensure that all products destined for EU retail partners comply with the EU Toy Safety Directive (TSD). This involves checking that warnings in the required languages are applied by means of labels positioned appropriately on retail packaging
• Be responsible for splitting, grouping and updating orders
• Ensure orders are booked, picked, packed and shipped in accordance with customer guidelines
• Review customer open orders weekly and share their status directly with customers and the Sales team

• Manage all open orders in JDE Oracle (e.g. changes to quantities, dates, prices, shipping month, etc.)

Key Relationships

• Sales Team
• External Customers
• Finance Team
• Warehouse Team

Key Performance Indicators

• Communicate regularly with Sales team to support business growth
• Manage reports accurately and submit them on time
• Meet audit requirements relating to delivery documents and purchase orders

Education and Experience

• Experience in order entry and a high level of accuracy are essential (training will be provided on the JDE Oracle system used by JAKKS to manage stock and orders)
• Previous experience working with colleagues whose first language is English
• Knowledge of product barcodes and EU compliance requirements for supplying products to the retail sector
• Good working knowledge of MS Excel and Outlook would be a considerable advantage
• High school diploma

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Behavioural Competencies

• A resilient and calm approach, given the reactive and fast-paced nature of the business
• Excellent communication skills and a positive, proactive attitude, with a willingness to go the extra mile
• A team player who enjoys working in a close-knit team towards a common goal
• Ability to work independently and on own initiative
• Highly organized and dependable, with a systematic approach to work
• Proactive and determined in following issues through to resolution.

Our Benefits:

• Compensation: JAKKS Pacific offers a competitive salary. Compensation for this role is commensurate with experience, qualifications, locations, and education and typically ranges from €33,000 - €37,000

Company Overview

A leading designer and marketer of children’s toys and consumer products, JAKKS Pacific® is always on the lookout for talented, bright and creative individuals to join our ever-growing team.

Best known for our toy and entertainment products, JAKKS produces impressive and innovative products across multiple categories spanning from action figures, collectibles, and dolls, to high performance activity toys and vehicles, and let’s not forget our deep portfolios of beloved licensed characters. In other words, we work hard to make play more fun, and we believe it has paid off.

Included in Fortune’s 100 Fastest Growing Companies for four years in a row, and Forbes’ 100 Best Small Companies for three years, JAKKS is an aggressive and passionate company, with a commitment to customers and a dedication to growing our business.

Our goal is to continuously cultivate a talented and diverse workforce while providing a safe and productive work environment and an excellent career growth opportunity while working with a dynamic team who loves what they do and for a Company that ultimately makes children smile, play and succeed!

Jakks Pacific, Inc is an Equal Opportunity Employer.

NO RELOCATION ASSISTANCE IS PROVIDED WITH THIS POSITION

No Recruiters Please.