Sr Customer Service Rep

We take play seriously. We’re looking for curious adventurers ready to find their party, fueled by imagination and drive to build what’s never been built before. At Hasbro and Wizards of the Coast, you’ll collaborate with passionate teams to reimagine our iconic brands and create experiences that spark joy, connection, and community through the magic of play. This is your chance to shape legendary play that lasts a lifetime.

Position Purpose As a Customer Service Representative at Hasbro, a leading retail toy supplier, you will be the frontline ambassador for our brand, providing exceptional support to our valued customers and Key Internal Stakeholders. You will play a crucial role in ensuring customer satisfaction, resolving inquiries, and maintaining positive relationships. This position requires strong communication skills, a passion for delivering outstanding service, and a deep understanding of our products and policies.

Responsibilities: • Interact with External Customers & Internal Stakeholders to provide assistance with inquiries, orders, product information, and issue resolution. Ensure every interaction reflects Hasbro's commitment to excellence. • Receive, process, and manage customer orders accurately and efficiently using our internal systems. Coordinate with Key Stakeholders to ensure accurate and timely delivery. • Investigate and resolve customer complaints, concerns, and escalations promptly and effectively & Take ownership of issues until they are fully resolved • Maintain a deep understanding of Hasbro's product catalog, including features, benefits, and availability. • Policy Adherence: Adhere to company policies and procedures regarding order processing, returns, exchanges, and customer service standards. Ensure compliance with regulatory requirements and ethical standards. • Cross-functional Collaboration: Collaborate closely with internal teams, including sales, marketing, and product development, to address customer needs, share insights, and improve overall customer experience. • Documentation: Accurately document customer interactions, orders, and issue resolutions & maintain detailed records for reference and analysis. • Continuous Improvement: Proactively identify opportunities to improve processes, streamline operations, and enhance the customer service experience. Share feedback and suggestions with relevant stakeholders. • Training and Development: Stay updated on product releases, promotions, and company updates through ongoing training and professional development activities. Share knowledge and best practices with team members. • Performance Metrics: Meet or exceed key performance indicators (KPIs) related to customer satisfaction, response times, order accuracy, and resolution rates. Strive for continuous improvement and excellence in service delivery.

Data Analysis and Reporting: • Collect and analyze data related to key performance indicators (KPIs) relevant to customer service. • Review reports and dashboards to gain insights into key performance metrics and identify areas for improvement. • Present findings to stakeholders and make recommendations for process enhancements or cost-saving initiatives.

Compliance and Oversight: • Ensure compliance with local processes and corporate security standards. • Stay updated on changes in global security protocols and implement necessary adjustments to ensure adherence.

Stakeholder Collaboration: • Collaborate with internal teams, including procurement, sales, marketing, and logistics, to align customer service strategies with business objectives. • Build strong relationships with external partners, such as buyers, purchasers, carriers, and warehousing, to facilitate smooth