Consumer Services Representative - US

At Kids2, we're really good at what we do. And when we're great at our jobs, we help parents be great at their jobs.

Parenting is demanding, and that's where we come in. We want to reimagine how brands can make it easier for early stage parents - not by just selling them products, but by providing holistic solutions that transcend borders, categories and aisles.

No matter our title or department, at Kids2, our job is to create more tiny wins for parents, so they can create bright futures for their little ones. That's a big task!

We're serious about what we do, AND we love to have fun. Our team is hardworking, entrepreneurial, and passionate about helping families create millions, if not billions of tiny wins.

SUMMARY

The Consumer Services Representative pro-actively obtains, interprets, and learns product information from channel partners, product development and product integrity teams. Creating an exceptional interaction with every consumer contact by delivering responsive consumer engagement solutions. This role is designed to ensure the highest level of team excellence by answering emails, social media posts and phone calls from our consumers related to products, usage, replacement parts, shipping queries, in addition to any other miscellaneous questions.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

• Ensure excellent service standards are implemented while responding efficiently to phone calls, email and social media inquiries with a high level of accuracy, within defined performance standards for customer questions.
• Utilize third party translation services to communicate with international consumers to provide a positive consumer experience.
• Ability to manage sensitive situations with consumer-focused resolutions.
• Process quality complaints, refunds, and replacement part orders within company guidelines efficiently to resolve a consumer's concern.
• Met or exceed retailer SLA guidelines.
• Document and track open/follow-up case logs efficiently and ensure timely consumer follow through and resolution.
• Arrange for proper return of products as deemed necessary by business guidelines.
• Collaborate with cross-functional partners such as, Product Integrity and Product Development, to ensure product knowledge is continuously accomplished.
• Works well with minimal supervision with some latitude for self-directed consumer resolutions.
• A self-starter who instinctively and consistently creates personal and professional goals.
• Ability to build trust with the team and work effectively remotely.
• Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously with good decision-making skills.
• Work flexibly, adapting to changing priorities to support our team.
• All other duties as assigned.

EDUCATION & SKILLS

• College, High school diploma or general education degree (GED)
• Demonstrate the ability to multi-task while delivering exceptional consumer service at every interaction.
• Ability to build trust with the team and work effectively, in a highly collaborative team environment.
• A self-starter who instinctively and consistently creates personal and professional goals.

COMPUTER/TYPING SKILLS

• Must be proficient in PowerPoint, Excel and Word.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is regularly required to sit; have flexible use of hands; and talk or hear. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and color vision.

WORK ENVIRONMENT

• Highly collaborative team environment.
• Primarily telecommuting work, with occasional visits to corporate office.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We offer competitive pay, flexible hours, and generous benefits. Plus, to keep things fun (because we are all kids at heart), we offer a host of team member activities and philanthropic efforts throughout the year and company-wide awards and recognition for a job well done!

Check out our website at www.kids2.com and our social media pages on LinkedIn, Facebook and Instagram for more information and open positions in the career section.

Drug Free Workplace M/F/D/V