Customer Satisfaction Representative

Who We Are:
For more than 30 years, Munchkin Inc., the baby lifestyle brand owned by WHY Brands Inc., has produced innovative products and functional gear for children and their caregivers. To date, Munchkin has over 350+ patents and more than 250 international product and brand design awards. Munchkin products are sold in more than 50 countries and have received over 1.45 million five-star reviews.
Munchkin has been awarded Great Place to Work for four consecutive years and is recognized as a 2024 Best Places to Work by Built In. Munchkin has been honored on Fast Company's annual "Brands That Matter" list for two consecutive years, including 2024, and ranked number eight on Fortune's list of "Most Innovative Companies" in 2023.
As the only baby brand in the United Nations Global Compact, the company prioritizes corporate social responsibility with environmental protection and animal welfare commitments, which are highlighted in its annual Sustainability Report.
Learn more at www.WHYBrands.com and www.Munchkin.com
The Customer Satisfaction Representative role is responsible for providing high-quality customer service that encompasses answering a wide array of questions while providing education for the company's full portfolio of products, diffusing frustrations by providing options and solutions for resolving consumer inquiries. This role serves as a primary point of contact for quickly responding to phones, email, web contact form, SMS, and Live Chat. This is a temporary assignment with the possibility of full-time employment.
What You'll Do

• Respond promptly and professionally to customer inquiries via phone, email, web contact form, Live Chat, SMS, and physical mail, including questions related to:
  • Product assembly, care, and general usage
  • Product features, materials, and specifications
  • Consumable goods
  • Consumer complaints, including coordination of replacements for damaged or defective products
• Maintain and organize product samples to support accurate and efficient customer assistance
• Process replacement orders, including:
  • Full item and part item replacements
  • Updating and maintaining Salesforce price book
  • Managing part replacement inventory
• Collaborate closely with cross-functional teams such as Quality Assurance, Product Development, Marketing, and E-Commerce to address product issues, concerns, and testing needs
• Provide supplemental support to the E-Commerce team, assisting with:
  • Fraud detection and review
  • Inventory discrepancies
  • Order processing challenges
  • Shipment and return inquiries
  • Subscription related inquiries
• Process QA product return for replacements
• Manage RMA (Return Merchandise Authorization) processing workflows
• Participate in ongoing training to strengthen nutrition knowledge and customer service skills
• Contribute to continuous improvement initiatives, offering feedback and support for process enhancements
• Perform other duties as assigned

Bring It!

• 2-4 prior years in customer service and high-volume call center experience is mandatory
• High school diploma required, and associate or bachelor's degree preferred
• Accuracy and attention to detail is a must
• Strong organizational and multitasking skills
• Empathetic, patient, and able to handle sensitive customer conversations with care
• Team player - willing and able to assist coworkers including those outside of the Consumer Satisfaction department
• High sense of urgency
• Experience with consumable goods preferred
• Familiarity with infant formula, feeding products, or maternal-child nutrition is highly desirable
• Proficient in CRM systems and basic computer applications (Microsoft Office, email platforms, etc.). Salesforce experience preferred

We Got You Covered!
As a Great Place to Work Certified™ company, we are committed to offering the best to our employees. We offer a comprehensive benefits package that includes medical, vision, dental, prescription drug coverage, life insurance, wellness benefits, generous employer-matched 401(k) plan, Paid Childcare Leave, among other benefit plans. Our total rewards are top of market and include competitive salary, bonus, and opportunities to earn equity. We focus on supporting employee development and growth.
We regularly hold social functions to foster a genuine camaraderie that enhances teamwork. At our company-wide award functions, we take time to recognize the talent and dedication of the people who make Munchkin the most loved baby lifestyle brand in the world.
Hourly rate: $20/hr.
To learn more, visit us at www.munchkin.com .
Munchkin welcomes and values what makes everyone unique. We're proud to be an equal opportunity and affirmative action employer. All hires to our team are based on qualifications, merit, and business needs. We recruit, employ, train, and promote regardless of race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, veteran status, genetic characteristic, or any other protected status.
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