Retail Onboarding Coordinator

lOCATION: Hammersmith, London

WORKING PATTERN: Mon - Fri (37.5 hours), Eligible for virtual working / flexible working

reports to: Retail Onboarding manager

Role Purpose

We are seeking an enthusiastic and detail-oriented Retail Onboarding Coordinator to join our team.  In this role you will be responsible for supporting the Retail Onboarding Manager in translating potential new customer requirements into operational actions, working closely with the fulfilment and operations teams to support day-to-day deliverables. The role will also be responsible for supporting administratively on all Retail Onboarding activities, acting as a conduit between the commercial and operational teams. In this role you will be expected to support communications across all departments whilst maintaining excellent organisational skills.  A key function is to ensure all new accounts are onboarded within service level agreements, that we provide exceptional customer service and that all key account requirements are documented. 

What You’ll Do:

• Understanding, documenting key requirements and customer expectations on the end-to-end process of onboarding new accounts for Domestic, FOB and APAC customers.
• Work with the Sales Managers to ensure we have all the documents required for onboarding new customers (arranging translation if required).
• Work closely with the Retail Onboarding Manager and Key Stake holders to ensure all new accounts are onboarded on time within service level agreements and provide exceptional customer service to all key account Managers
• Manage the consolidation of final documents completed by departments as necessary (including amending agreements), issuing as relevant and ensuring sign off as required.
• Responsible in opening and maintaining customer card requirements accounts, to ensure coding is correct and kept up to date.
• Manage day-to-day and direct communication with various stakeholders in the business including communicating priorities and ensuring all relevant departments are informed.
• Manage and oversee the first Golden Sample for all first-time orders for new customers and re- onboarded customers end to end
• Manage customer queries and filter through as appropriate, ensuring an excellent level of customer service.
• Lead weekly summary calls with heads of departments.
• Document Operational instructions for VAS, pick/pack and logistical requirements
• Create and maintain weekly reports on onboarding status and monthly sales reports.
• Assist and provide support for all departments with customers own portals in initial set up.
• Internal support with customer launches and creating system works orders.
• Develop and maintain strong working relationship with customers, retail partners, peers and other departments.
• Ad-hoc duties, supporting department heads.

What You’ll Bring:

• Exceptional organisational skills
• Experience in Logistics and Operations is beneficial
• Ability to work on own initiative and think outside the box
• Strong administration experience
• Excellent working knowledge of Excel; pivot tables, v-lookups and graphs are desired
• Excellent customer service, engagement and communication skills are essential
• Good attention to detail
• Be able to demonstrate a ‘team player’ ethic
• Working knowledge of all Microsoft Office packages essential
• Experience with ERP or CRM systems desired (MS Dynamics D365)
• A willingness to learn, develop and grow, with a true hunger to succeed; whilst being to be the best you and always acting professional

This job description is meant to provide an overview of the responsibilities and qualifications for the role of Retail Onboarding Coordinator The duties and requirements may evolve based on the needs of the business.

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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, colour, religion, gender, gender identity, sexual orientation, national origin or disability status.

The above statements are intended to describe the general nature and level of work being performed by this role holder.  They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required and all employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.