Customer Service Manager
Hello! Mimoco, the consumer electronics meets designer toy studio based in Boston, MA (Allston) has an immediate opening for an enthusiastic Customer Service Manager to join our All Star Team. The employee will be responsible for achieving Mimoco’s customer service and community relations objectives. Your goal is to deliver outstanding service and complete customer satisfaction to all end users of our award-winning product line in a hyper-paced environment. The role reports directly to the CEO.Mimoco is the creator of MIMOBOT® character-based designer USB flash drives (Star Wars, Hello Kitty, Batman, Transformers, tokidoki, Original, Design Challenge, and many more), with future electronic products in development. Preloaded on each MIMOBOT drive is sound software, animation, video, mini-games, and screensavers. Mimoco runs an online store and community to market and sell our wares. The line is available in stores ranging from Staples, Best Buy, MoMA, Macy’s, Urban Outfitters, to hundreds of independent toy and design oriented outposts worldwide. Maybe you’ve seen us around?Job SummaryIf you’re a meticulously detailed individual who loves engaging with customers and making absolutely sure that they each have an unforgettable experience, and you are a social media maven who understands commerce and follows through on all that you set out to accomplish, you should keep reading. We’re seeking a digital evangelist to harness and spread love for Mimoco throughout the universe with your dedication to customer satisfaction. You will lead the charge for all things at the intersection of customer service and community relations. Your voice will power Mimoco’s brands, engage customers, and deliver delight to our customers and fans with authentic communication, empathy, and respect.The ideal candidate has a combination of customer service and marketing communications skills to build customer loyalty and awareness for our products. You are analytical, efficient, outgoing, and resilient to satisfy the ever-flowing demands of a growing customer base. You’re not afraid of bookkeeping, order fulfillment, troubleshooting, problem solving, ecommerce systems, Excel, blogging, answering phones, tweeting, posting to facebook, and taking initiative to go above and beyond the role.CompensationCompetitive wage, plus health benefits, snacks/drinks, ping pong, and mimoLove!Responsibilities•Manage multi-channel customer support initiatives via our website, email, telephone, chat, social media, and online knowledgebase to resolve customer inquiries expeditiously and efficiently.•Drive conversions, satisfaction, loyalty, and an engaged audience with customer relationship management best practices.•Support customers with online ordering, technical support, order inquiries, refunds, and fulfillment issues on a one to one basis, as well as foster a self-service environment for scalability.•Daily receptionist duties, including answering telephone and visitor check-in.•Managing streamlined Return Authorization, fraud prevention, and lost package fulfillment programs.•Record customer service book keeping transactions using Quickbooks and customer ERP software.•Support wholesale sales department with order processing, account set-up, and other activities.Qualifications•Pop culture consumer with passion for comic books, sci-fi, anime, gaming, music, art, toys, and/or film.•3+ years experience employing customer service best practices and strategies from soup to nuts.•Web 2.0 maven with proven experience in ecommerce and social media tools and tactics.•Excellent written and verbal communication skills.•Proven ability to communicate with both technical and non-technical audiences.•Tenacious and resourceful problem solver who can drive creative solutions with limited resources.•Results-oriented with strong bias for action and ability to optimize initiatives and quickly correct course.•Strong project management skills to ensure internal execution of multiple ongoing projects against tight deadlines.•Analytical. Able to quickly assess and track trends, troubleshoot, comprehend, and communicate results.•Expert Windows Office user Excel and Word.•Entrepreneurial, idea generator. Self starter.
March 3 on Oodle