Warehouse Retail Customer Service Assistant

This job is with Warner Bros. Discovery, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Welcome to Warner Bros. Discovery… the stuff dreams are made of.
Who We Are…
When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Company Overview
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 Major brands and networks under the Warner Bros Discovery umbrella include. Discovery Channel, discovery+, CNN, DC, Eurosport, HBO, HBO Max, HGTV, Food Network and others. For more information, visit

www.wbd.com

The Job

Warner Bros. Worldwide Studio Tours and Retail division is home to an expanding portfolio of Warner Bros. Discovery-owned visitor attractions and experiential retail stores around the world, each created with visitor engagement and exceptional customer service at their heart. The division includes Warner Bros. Studio Tour London – The Making of Harry Potter and Warner Bros. Studio Tour Tokyo – The Making of Harry Potter which opened in 2023. 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.

Warner Bros. Worldwide Studio Tours and Retail specializes in experiential retail and is home to The Harry Potter Shop at Platform 9 ¾, Harry Potter New York – the iconic flagship store as well as offering an online experience at Harrypottershop.com.

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. By fostering a customer-centric culture and maintaining attention to detail, this role plays a critical part in building customer loyalty and reinforcing the Harry Potter brand experience.

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

Notify the wider team on lapses and errors discovered from customer enquiries, to prevent reoccurrences

Ensuring administrative work is accurate and up to date

Assist in warehouse operations when necessary

Administration of returns and exchanges in a timely manner

Administration of replacement items for orders arrived incorrectly or not fulfilled

Adhering to all H&S policies and procedures to ensure a safe environment

Resolve and identify potential out-of-stock issues and communicating back to line manager

Work with shipping companies and their account managers, to provide high levels of service for our customers

Maintain effective relationships and liaise with other departments within the business to minimize warehouse issues and gain updated product knowledge

To carry 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

Engages effectively with customers & staff

Communicates 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

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at

www.wbd.com/guiding-principles/

along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our

accessibility page

for instructions to submit your request.

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