Customer Service Representative

About ZURU
ZURU is on a mission to disrupt industries, challenge the status quo, and catalyze change through radical innovation and advances in automation. This is in play in different pillars of the company: ZURU Toys are re-imagining what it means to play; ZURU Tech is shaping a better future by leading the next building revolution; and ZURU Edge is pioneering new-generation FMCG brands to better serve modern consumers.
Founded in 2003 by EY Entrepreneur of the Year and World Entrepreneur Hall of Fame brothers Nick and Mat Mowbray, ZURU has quickly grown to a team of over 5,000 direct and indirect members across more than 30 international locations.
One of the largest toy companies in the world, our globally recognized and award-winning brands include Bunch O Balloons, Mini Brands, XSHOT, Rainbocorns, and Smashers. Our global FMCG brands include MONDAY Haircare, Millie Moon, RASCALS, BONKERS Pet Treats, DAISE Beauty, and GUMI YUM Surprise and more
Position Overview
As a Customer Service Representative (CSR) at ZURU, you will be the primary point of contact for customers, providing exceptional service and resolving inquiries. You will assist with product information, order processing, troubleshooting, and ensure customer satisfaction by addressing concerns efficiently.

Position Impact
At ZURU, our CSR position is vital to driving both immediate and long-term success, rooted in our DNA of collaboration, compounding improvement, and overpreparing to win.

This role is all about delivering customer satisfaction by fostering strong partnerships, ensuring ethical standards, and addressing concerns with radical candor. In the short term, it builds trust and creates tangible value for our customers while reinforcing our commitment to excellence.

Looking ahead, CSR enables us to shift the needle, continually improving processes and experiences that matter most to our customers. It reflects ZURU's ethos of good humans only, ensuring we consistently do better for our customers, partners, and the team.

Roles & Responsibilities
Customer Account Management

• Lead new customer onboarding by setting up ZURU as an approved vendor and completing all required customer profile documentation. Build and maintain strong, long-term customer relationships.

Order Fulfillment Oversight

• Drive operational efficiency and process improvements.
• Product Listing Management: Fully understand customer-specific product listing requirements, ensure accurate initial product setup, and provide comprehensive training to the China CSR team. Continuously monitor listings to maintain data integrity.
• Order Compliance & Process Training: Master customer order fulfillment guidelines and train the China CSR team accordingly. Oversee order execution to ensure full compliance with customer requirements.
• System Integration & Automation: Map customer order fields to ZURU's EDI/system to enable seamless and automated order processing.
• Inventory Replenishment Leadership: Lead customer replenishment planning by developing and managing schedules. Collaborate with the China CSR team to allocate stock in the system as needed.
• Third-Party Logistics Coordination: Liaise with 3PL providers and customer to resolve routing or fulfillment issues. Coordinate specialized 3PL services such as co-packing, including display assembly, palletizing, stickering, and other value-added logistics tasks as required.

Billing & Compliance

• Understand customer- and country-specific invoice requirements. Work with the China CSR and System Support teams to automate document generation and ensure compliance.

Financial & Dispute Support

• Monitor order payment status and support accounts receivable reconciliation. Assist in resolving billing disputes with customers when necessary.

Issue Resolution & Process Improvement

• Proactively identify and resolve operational issues. Collaborate with the China CSR team to develop and implement effective solutions. Support the China CSR team in coordinating with 3PLs and drive 3PL's continuous performance improvements.

Customer Service & Administrative Support

• Respond to and resolve customer inquiries in a timely manner. Provide administrative and coordination support to the broader team as required.

Skills & Experience

• High school diploma or equivalent.
• 1-3 years of experience in logistics & customer service, excelling in order fulfillment, inventory, and customer relations. Experience in coordinating with 3PL of co-packing is a preferred advantage.
• Strong communication and multitasking skills.
• Strong problem-solving and organizational skills.
• Language Requirements: This position requires strong multilingual proficiency for the European market. Fluency in English and German is essential. Proficiency in French is a preferred. Additional skills in Italian, Spanish, Portuguese, or a Scandinavian language are a plus for the role.

At ZURU, we have cultivated a high-performing culture that encourages excellence. Our team works towards am``
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bitious goals, learning, performing, and improving together, all while having fun. We empower talented individuals to do their best work every day.
At ZURU, you get out what you put in. You are responsible for driving your own career and we provide the platform to achieve it. As ZURU is on such a fast growth trajectory, there are opportunities here that you won't find anywhere else.
We recognise that ZURU's success stems from our people and you can only be at your best when you are looking after yourself. ZURU encourages all our team members to invest in their wellbeing by providing an array of benefits and tools.
ZURU – Tomorrow Reimagined


We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.