Customer Support Coordinator I

Welcome to the Funko-verse, a world built on pure imagination, where stories matter and characters from countless fandoms come to life. Funko is a purveyor of pop culture, creating and selling license-focused collectibles. Based in Everett, WA, we hold hundreds of licenses for franchises like Marvel and Harry Potter, allowing us to produce tens of thousands of unique characters. Our most famous line, Pop! Vinyl, has millions of fans worldwide. The Sales Operations team works closely with the Funko Sales team to provide an excellent customer experience to our wholesale and retail partners.

About the role

As a Customer Support Coordinator, you will be the first point of contact for our retail and distributor accounts. You’ll play a major role in our continued success by ensuring an amazing experience for each customer interaction. Our fast-paced environment requires flexibility, speed, and a keen eye for detail—successful candidates must adapt quickly to the ever-changing winds of pop culture.

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) and Zendesk experience (preferred).
• Advanced understanding of MS Office products (Excel: vlookups, pivot tables, formulas, charts; Word: track changes, templates; PowerPoint: presentations; 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 engage people at all levels of the organization. Strong attention to detail; asks clarifying questions to avoid 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 required; accuracy is imperative.
• Change Management: Highly adaptable and open to change in a dynamic and evolving 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, including vlookups, pivot tables, and formulas.

Pay

The base hourly range for this position in Everett, WA 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 fellow pop culture enthusiasts.

Work Environment

The noise level in the work environment is usually moderate. While performing the duties of this job, the employee is regularly required to sit, use hands to handle objects, and communicate. The employee may occasionally stand, walk, and lift up to 25 pounds. This is an onsite position based in Everett, WA; local candidates will be considered first.