Customer Service Representative

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties.

At Fanatics, we bring our BOLD Leadership Principles to life every day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset.

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties.

At Fanatics, we bring our BOLD Leadership Principles to life every day—building championship teams, obsessing over fans, acting with limitless entrepreneurial spirit, and delivering with a determined and relentless mindset.

As we continue to scale our global platform, the Customer Service Representative will play a critical role in delivering exceptional customer experiences on behalf of Win Craft.

The Customer Service Representative serves as the initial point of contact for Win Craft customers, providing clear, precise, and knowledgeable information about Win Craft's licensed product portfolio through a personalized, fan-first service approach. Operating in a high-volume environment, this role manages daily phone and email interactions with professionalism, resolving customer needs efficiently while upholding Win Craft's standards for Licensed Properties and internal team collaboration.

The Customer Service Representative delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights.

Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes.

• Collaborate closely with fellow Win Craft team members to share workload, support one another, and maintain consistent service quality across the customer service team.
• Build and strengthen internal relationships across Win Craft departments to ensure seamless order management, issue resolution, and communication.
• Participate actively in process improvement initiatives, identifying opportunities to enhance the service experience for both external customers and internal stakeholders.

• Manage a high volume of daily customer phone calls and emails with professionalism, assessing each customer's needs and delivering solutions that ensure satisfaction.
• Handle customer complaints within company policy, offering appropriate resolutions and maintaining diligent follow-up to ensure every issue is fully resolved.
• Stay current on Win Craft's new product launches, specials, and bookings to provide customers with accurate, complete, and timely information.
• Maintain thorough records of all customer interactions, account activity, and documentation to support a seamless, high-quality service experience.

• Identify and surface opportunities to improve service workflows and reduce friction for both customers and internal teams.
• Apply a solutions-oriented mindset to every customer interaction, finding positive resolutions even in challenging or ambiguous situations.
• Leverage CRM systems and available tools to provide accurate, comprehensive information and improve responsiveness across channels.
• Contribute ideas and feedback to evolving service standards as Win Craft's product offerings and customer base continue to grow.

• Accurately input all assigned orders into the system, meeting or exceeding daily KPIs for customer satisfaction and order accuracy.
• Review and resolve order holds and late order reports daily, updating…