Customer Support Coordinator I

About the Role

As a Customer Support Coordinator, you will play a major part in Funko’s continued success and be the first point of contact for our retail/distributor accounts. Our working environment is ever-changing and fast-paced, matching the dynamic nature of pop culture. Successful candidates must be flexible, detail-oriented, and action-driven.

Responsibilities

• Act as a brand ambassador in front-line support, answering customer questions via email and phone calls.
• Assist with inquiries regarding customer order tracking, timelines, and open order reports.
• Coordinate with customers, distribution centers, and accounting to process claims, returns, and credits.
• Ensure customers have an exceptional experience with Funko.
• Maintain awareness of trends and patterns in customer interactions.
• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products.
• Collaborate with other teams to find answers and support teammates.
• Develop and maintain deep expertise and best practices to provide value to customers.
• Participate in sales meetings and system training to learn about new and existing product lines.
• Ensure the highest level of customer service when resolving queries and liaising with both customers and internal teams.

Requirements

• Customer service or customer support experience, ideally in a consumer goods environment.
• Experience in retailer applications and management of EDI transactions.
• Microsoft Navision (ERP) or Zendesk experience (preferred).
• Advanced understanding of MS Office products (Excel: vlookups, pivot tables, formulas, charts, and graphs; Word: track changes, templates; PowerPoint: presentation creation; SharePoint navigation).

Qualifications & Competencies

• Customer Service: Customer-centric, proactively identifying opportunities to improve customer experience. Highly responsive to customers and 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, and confident. Effective relationship manager handling demanding or sensitive customer relations.
• Communication Skills: Excellent oral and written communication skills with the ability to communicate at all organizational levels. Strong attention to detail and avoids assumptions.
• Organizational Abilities: Effectively manages time and workload. Ability to multitask and manage competing priorities under pressure.
• Process Management: Process-oriented with the ability to follow and develop processes.
• Attention to Detail: High attention to detail; accuracy is imperative.
• Change Management: Highly adaptable and open to change in a dynamic environment.
• Team Player: Balances team and individual responsibilities; contributes to a positive team spirit and supports team goals.
• Analytical/System Skills: Aptitude for numbers and data interpretation. Strong Excel skills.

Pay

The base hourly range for this position is $20.77–$24.52. Compensation may vary based on qualifications, skills, experience, and location. This role may also be eligible for additional discretionary bonuses, incentives, and restricted stock units.

Benefits

• Competitive compensation package with full benefits.
• 401(K) plan with company matching contributions.
• Creative work environment with a team that shares your passion for pop culture.

Schedule & Work Environment

This is an onsite position based in Everett, WA. Local candidates will be considered first.

The noise level in the work environment is usually moderate. The role involves regular sitting, use of hands, talking, and hearing. Frequent reaching with hands and arms, occasional standing and walking, and lifting up to 10 pounds (occasionally up to 25 pounds).