Description:
MJ Holding Company, LLC is the largest North American distributor of trading cards (including gaming, sports, and entertainment), related trading card supplies, collectibles, toys, and hot trend items. We provide retail supply chain management and specialize in category planning, planogram development, initial distribution, replenishment, and merchandising of the modular for our retail partners. We’ve been in the trading card distribution business since 1993. Over the years, we developed an effective category management process that helped grow our retail distribution footprint across all of the United States and Canada. Our expansion has seen the acquisition of 5 companies since 2000, and partnerships with the strongest retail stores and biggest brands in the game.
MJH has an opportunity for someone with a strong customer care background to lead our consumer care efforts. The Consumer Care Lead is responsible for coordinating and executing the MJ Holding new market business consumer care strategy and plan among internal partners, external customers, and service providers while optimizing value through efficient and effective business practices. This role will develop and maintain effective, mutually beneficial relationships within the new markets team and other internal departments to support and contribute to the organization’s strategic goals and objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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Respond to all customer complaints and concerns in English (Bilingual Spanish is a plus) and respond to inquiries professionally and promptly.
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Provide accurate information regarding their concerns, our services, and timelines for fixing through coordination with others.
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Look for common breakdowns and propose root cause resolution.
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Identify and escalate complex or unresolved customer issues to the appropriate personnel against agreed standards.
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Keep detailed and accurate records of client interactions, transactions, comments, and complaints to identify common patterns or root causes and actions to address them.
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Handle customer interaction with empathy and find appropriate solutions to resolve issues.
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Follow up with consumers to ensure their concerns are resolved, and their satisfaction is achieved when needed.
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Stay up to date with company policies.
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Collaborate with team members and other departments to improve customer service procedures and overall customer experience when necessary.
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Meet individual and team targets for call resolution, customer satisfaction, and quality assurance.
ADDITIONAL DUTIES AND RESPONSIBILITIES
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Accomplishes all tasks as appropriately assigned or requested.
Requirements:
Competencies
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A customer-centric mindset
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Technical Ability. Walmart Seller Center, TikTok Ship Seller Center, and Channel Advisor. MS Office (Word, Excel, Outlook, and PowerPoint)
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Performance Management. Well-organized and self-directed individual who is a team player. Have a proven ability to accept accountability and show initiative.
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Detail-oriented and meticulous.
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Communication Proficiency. An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent interpersonal communication skills. Ability to communicate orally or in written form effectively with co-management and internal and external customers.
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Ethical Conduct. An energetic, forward-thinking, and creative individual with high ethical standards, integrity, and an appropriate professional image. Able to maintain confidential information.
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Problem Solving/Analysis. Excellent prioritization and time management skills. Problem analysis and problem resolution at both a strategic and functional level.
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Strategic Thinking. Ability to set priorities, establish processes and standards. A decisive individual who possesses a "big picture" perspective and is well versed in systems. And has an entrepreneurial, inquisitive, and innovative spirit.
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Passionate for managing projects to conclude on time.
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Highly self-motivated; able to operate autonomously or on a team in a dynamic environment.
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Strong fit with the Company’s culture and unwavering commitment to customer (internal/external) satisfaction.
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Must be comfortable with and open to constant change in a fast-paced environment. Able to be flexible as priorities will shift.
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Positive attitude and a willingness to help others.
Education
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Bachelor’s degree in business or related field.
Experience
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Progressive leadership positions with increasing responsibilities in a detail-oriented, fast-paced, dynamic environment.
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Prior experience in the trading card, retail distribution, or category management industry is a plus.
MJH offers competitive wages and benefits, including:
401(k) Plan
Company 401(k) Matching Contribution
Employee Assistance Program (EAP)
Medical, Prescription, Dental & Vision Insurance
Generous Vacation Time & Paid Holidays
90 Days Sick/Emergency Leave
Long-Term Disability Insurance
Life, Dependent Life and AD&D Insurance
Voluntary Term Life Insurance
We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.