Customer Account Representative - 12 months FTC

At Wizards of the Coast, we connect people around the world through play and imagination. From our genre-defining games like Magic: The Gathering and Dungeons & Dragons to our growing multiverse, we continue to innovate and build new ways to foster friendship and connection.

Daily responsibilities:

• Key member of the Operations Team, resolve supply chain inquiries, improve processes, form relationships, deliver exceptional service.
• Manage Accounts from various Channels, supervising everything from order receipt and issue resolution to stock allocation and distribution.
• Ensure customer expectations are met precisely, delivering goods at the right time, in the right packaging, and at a good price.
• Proactively manage the flow of information to Accounts, including order details, availability updates, issue resolutions, and shipment timings.
• Maintain a thorough understanding of EMEA & Global business objectives and how they relate to Account activities.
• Follow and strictly adhere to Company Policies and Procedures in line with SOX requirements, ensuring flawless quality and accuracy in all transactions.
• Take personal responsibility for achieving outstanding levels of customer service and satisfaction for both internal and external customers.

Management:

• Manage Order Management for WotC products, FOC, and POS, resolving EDI issues, ensuring accurate quantities and delivery dates.
• Serve as the primary Customer Liaison, understanding ordering cycles, addressing routine inquiries, and resolving non-routine issues.
• Monitor urgent/promotional stock requirements, manage Account Allocations, and review Account reserves regularly.
• Communicate effectively with the SSC team for immediate order issue resolution, Distribution Centres for forward planning and customer bookings, and the Sales team for ordering updates.
• Stay informed about credit status on accounts.
• Maintain up-to-date Product Knowledge, including listings, catalogue launches, new release dates, and stock arrivals.
• Ensure that work instructions and processes are regularly updated, recommending and implementing improvements to continually enhance service and performance.
• Chip in to meetings.
• Stay aware of Business Targets for the EMEA.
• Perform daily reporting on the open order book (with commentary), orders with the Distribution centre, and shipped orders, following up on any issues.

Master Data:

• To be an ambassador for Operations Master Data working with the SSC Team.
• Process New Account Set up.
• Resolve EDI order issues across all accounts.

General:

• Create paperwork for Free of Charge.
• Provide weekly analysis of orders and shipments.
• Be a positive and influential teammate in the Operations Team, embracing Things We Value and fully participating in the company's goals for continuous improvement.
• Provide cover during planned and unplanned absence to maintain customer satisfaction and service levels across the team.
• Proactively review processes and procedures to find opportunities for cost and service improvements.
• Be flexible and adaptable, ensuring all commercial requirements of the business are met.

Requirements:

• B.A., B.S., or equivalent degree or work experience.
• Minimum of 3-5 years of Supply Chain experience.
• Proven excellence in Customer Service skills.
• Exceptional administration and organizational skills.
• Strong PC skills, including MS Word and Excel, and the ability to learn new software packages.
• Knowledge of SAP.
• Ability to work effectively with numbers.
• Ability to meet strict deadlines.
• Ability to prioritize tasks, meet deadlines, and react constructively under pressure.
• Highly organized with impeccable attention to detail.
• Approachable, enthusiastic, and proactive manner.
• Great teammate with a positive approach, being solution-focused.
• Agility to work within evolving environments and processes.

We are an Equal Opportunity / Affirmative Action Employer.

The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you are selected to move forward in our application process and need to request an accommodation, please let your recruiter or coordinator know.

In compliance with local law, we are disclosing the compensation range for this role. The range listed is just one component of Wizards of the Coast’s total compensation package for employees. Employees may also be eligible for annual and long-term incentives. In addition, Wizards of the Coast provides a variety of benefits to employees.