Responsibilities

Our Customer Success Specialist has a customer first mentality who is passionate about the tonies mission and product. They are extremely operational in nature and enjoy the fusion of improving customer experience through operational excellence. They are the system owner of the B2B platform, NuOrder, and ensure it is executed at a high level in brand and product presentation and optimised to scale the business, as well as provide a seamless experience and a complete self-service customer experience. They facilitate the success of our specialty and educator program that is managed within NuOrder.

This position is perfect for someone who enjoys getting into the details, loves challenges, problem solving, and welcomes a blend of both operational and customer-facing needs. The Customer Success Specialist will support the Head of Customer Operations and work closely with the National Sales Manager and Channel Operations teams.

Requirements

• Liaison between Sales and Operations team, working cross functionally to ensure needs of retailers are met.
• Manage new product creation in NuOrder. This includes ensuring UPC, product description, price and creative assets are accurate and regularly maintained
• Maintain NuOrder site merchandising to ensure creative assets stay current
• Assist with retailer and educator marketing campaigns within the NuOrder platform
• Partner with Customer Operations on retailer & educator questions regarding NuOrder (order process, troubleshooting, etc.)
• Manage the educator experience within NuOrder and work closely with the Educator team to grow the channel
• Create, maintain and update SOPs for NuOrder
• Manage weekly selling, shipping and other order management reports
• Look for opportunities in current processes that could improve efficiencies and retailer experience. Maintain close relationships with NuOrder representatives.
• Ability to work in a collaborative environment, ensuring detailed communication across all internal channels
• Consistent advanced knowledge on products offered and ability to discuss available options

What we’re looking for/experience

• 2+ years of wholesale account management experience. Experience in the toy industry is a plus
• Experience with working within an ERP and NuOrder(or similar) is a must
• Highly proactive. Easily able to recognize trends and escalate for immediate resolution.
• Looking for someone who is customer-oriented, can quickly build relationships, has great interpersonal skills, is solution oriented, and remains curious and innovative about how to better service the needs of the brand and specialty sales team.
• Critical thinker who will use all resources to arrive at the best solution for the retailer and brand
• Active listener who is a determined problem solver
• Ability to learn and adapt quickly to new systems and software

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 2 years (Required)

Work Location: Remote

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