Description
Funko Overview
Welcome to the Funko-verse, a world built on pure imagination, a land governed by the philosophy that stories matter, a universe comprised of characters from countless fandoms, a galaxy of once upon a times and happily ever afters.
But what does Funko do?
Funko is a purveyor of pop culture, making and selling license-focused collectibles. We’re based in Everett, WA where we have a store that delights kids of all ages (kids at heart included). We currently hold hundreds of licenses for franchises ranging from Marvel to Harry Potter, giving us the rights to create tens of thousands of characters-one of the largest portfolios in the pop culture and collectibles industry. We take your favorite characters and turn them into adorable, or sometimes scary, collectible figures. Our most famous line, Pop! Vinyl, has millions of fans around the world.
The Sales Operations team works closely with the Funko Sales team to provide an excellent Customer experience to our Wholesale / Retail customers. A Strategic Account Support (SAS) Supervisor is responsible for leading the development, continuous improvement and delivery of customer service and high customer satisfaction for for Funko’s largest accounts (Walmart/Target/Gamestop/Amazon/Hot Topic). They will lead a fully dedicated team in the support of the end to end order cycle process including item creation, order entry, forecast management and order execution. They drive the strategic development of operations to deliver key service outcomes for our customers. In this role you will work to remove roadblocks for the team, support achievement of the financial forecast, develop employees along their respective career paths, and partner with the business on cross functional initiatives.
Our working environment is ever changing and very fast paced as we must match our speed to the ever-changing winds of pop culture. Successful candidates must be as flexible as Mister Fantastic and have the speed of The Flash. A keen eye for detail as well as a bias for action will also go a long way!
Your Superpowers in Action
- Partner with Strategic Accounts Support Manager in achievement of fiscal goals and to oversee day to day operations
- Develop strong working relationships with internal and external partners to ensure best possible level of service is delivered
Customer Service
- Partner with Sales to ensure highest levels of service are delivered to external customers
- Act as a liaison and coordinator of information across the Funko organization
- Define and achieve benchmark goals in department/service execution (KPI’s)
- Drive strategic initiatives within the SAS team together with cross-functional partners in operations, sales, finance, and planning.
Process
- Develop a strong understanding of the full end to end process (and variations) for each account and execute accordingly to ensure deadlines are met
- Proactively identify areas/process requiring improvement and develop upstream process to reduce back end work
- Develop and integrate cross-functional processes to streamline and simplify operations
- Demonstrate business expertise that connects, understands, and leverages company-wide assets and capabilities
- Implementing periodic business reviews to ensure plans stay on track, or course correction is effectively managed as and when required.
- Effectively resolving at root cause any day to day operational and financial issues.
Reporting/Analysis
- Management and execution of the financial forecasts; Identifying risks/opportunities and unblocking roadblocks
- Development of weekly reporting and analysis, making recommendations for order management
- Oversee creation of weekly reporting
- Ad Hoc reporting as required
Leadership
- Mentor, coach, and lead SAS team in the execution of all tasks to meet all financial shipping goals and business needs
- Support SAS team in achievement of deadlines
- Lead weekly meetings with Sales partners and SAS team – walk through weekly reporting, provide order status updates, customer updates, resolve open issues, etc.
- Lead the walkthrough of the dashboard for all businesses in the monthly meetings
- Hire and train new team members
- Ensure all deadlines, milestones and KPIs are achieved
- Write and deliver yearly (and mid year) appraisals and goals to direct reports
- Review and approve employee timecards and requests for time off.
Must-Have Superhero Gadgetry
Qualifications & Competencies:
- Customer Service:Customer Centric, proactively identifying opportunities to improve customer experience. Highly responsive to customers/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, confident. Effective relationship manager handling demanding/sensitive customer relations with confidence
- Communication Skills: Excellent oral and written communication skills with ability to communicate with people at all levels of the organization. Strong attention to detail; asks questions to clarify needs – avoids assumptions. Comfortable speaking in groups, leading meetings, and making presentations to partners
- Excellent organizational abilities / prioritization: Effectively manages time and workload. Ability to multi task & manage competing priorities and deadlines under pressure
- Process Management: process orientation to follow (and develop) process
- Attention to Detail: high attention to detail required; accuracy imperative
- Change Management:Highly adaptable and open to change in a dynamic and evolving environment
- Team player: Balances team and individual responsibilities; Contributes to building a positive team spirit; Supports team goals and workload
- Analytical / system skills: Aptitude for numbers and data interpretation. Strong Excel including recent experience with vlook-ups, pivot tables and an aptitude for working with formulas. Ability to work with various systems
Experience
- 7+ years’ of B2B Customer Service experience (Big Box Retail/Distributor accounts preferred)
- 1 – 2 years of managerial experience
- Experience in retailer applications and management of EDI transactions
- Microsoft Navision (ERP)/Zendesk experience (preferred)
- Advanced level understanding of MS Office products (import/export of data, Excel: use of charts and graphs, basic formula creation, pivot tables, vlookup, macro creation. Word: track changes, templates, PowerPoint: creation of presentations. SharePoint navigation and functionality)
What Funko Offers
Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!
The base salary range for this position in the selected city is $71,400- $92,000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Funko is an equal opportunity employer. We know that every superhero has a unique origin story and the diversity of these stories enrich what we do. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
What Funko Offers
Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!
Funko is an equal opportunity employer. We know that every superhero has a unique origin story and the diversity of these stories enrich what we do. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.