Warehouse Retail Customer Service Assistant

Warner Bros. Discovery Job Opportunity

Warner Bros. Discovery is the world's leading media and entertainment company, with many titles and unique brands to fill every portfolio, including TV, film and streaming. We produce and distribute programs and services in more than 220 countries and territories, in more than 50 languages, to inform, inspire, laugh and entertain.

The job is for a role within the Warner Bros. Worldwide Studio Tours and Retail division, which includes Warner Bros. Studio Tour London – The Making of Harry Potter and Warner Bros. Studio Tour Tokyo – The Making of Harry Potter. The division also supports Warner Bros. Studio Tour Hollywood, a guided tour showcasing the production secrets behind the best loved films and television shows in the world of entertainment at the studios where they were made.

The primary goal of this role is to maximize customer satisfaction at the Harry Potter Shop by delivering world-class customer service, upholding the highest standards of operational and administrative excellence, and ensuring clear, timely, and effective communication across all touchpoints. This includes creating memorable and magical customer experiences, proactively resolving issues with care and professionalism, and continuously identifying opportunities to enhance service delivery.

It is an essential function of this position that the work be performed entirely from the company's offices as this is the retail operations division of our organization and requires in-person working relationship with the warehouse and e-commerce operations as well as physical product returns.

The Daily

• Responding to email enquiries for the Harry Potter shop from both store retail and ecommerce operations
• Representing brand standards in all communication with our customers
• Notifying the wider team on lapses and errors discovered from customer enquiries, to prevent reoccurrences
• Ensuring administrative work is accurate and up to date
• Assisting in warehouse operations when necessary
• Administering returns and exchanges in a timely manner
• Administering replacement items for orders arrived incorrectly or not fulfilled
• Adhering to all H&S policies and procedures to ensure a safe environment
• Resolving and identifying potential out-of-stock issues and communicating back to line manager
• Working with shipping companies and their account managers, to provide high levels of service for our customers
• Maintaining effective relationships and liaising with other departments within the business to minimize warehouse issues and gain updated product knowledge
• Carrying out any other duties that may reasonably be required in line with your main duties

The Essentials

• Problem solving and decision making across all areas daily
• Engaging effectively with customers & staff
• Communicating in a timely & effective manner
• Strong written communication
• IT literate
• Well organized and focused
• Able to prioritize workload and manage change in an environment that never stands still