Job Description

JOB TITLE: Customer Service Associate – Wholesale Ecommerce

DEPARTMENT: Customer Operations

REPORTS TO TITLE: Manager, Customer Operations

SCOPE OF POSITION

Provide comprehensive customer service for Lenox Wholesale ecommerce clients, dedicated to Amazon.

BASIC FUNCTIONS

This role involves delivering exceptional customer service for Lenox Wholesale ecommerce accounts, specifically Amazon. The responsibilities include collaborating with Wholesale Customers, Sales, Distribution, and Customer Operations to process and verify orders while addressing any issues that arise. Additionally, the position entails handling customer inquiries related to shipping, pricing, order status, and resolving complaints or problems effectively.

RESPONSIBILITIES

• Represent the Lenox brand and all associated internal and licensed brands to wholesale customers.
• Build and maintain strong relationships with assigned wholesale ecommerce customers, addressing inquiries and resolving any issues that arise.
• Communicate effectively with customers regarding all aspects of customer service, including order processing, verification, tracking, and issue resolution.
• Complete daily, weekly, and monthly reports, including the Quality of Experience (QOE) management report, Precancel Report, Manual Hold Report, Incomplete Order Report, and Backorder Report.
• Receive and process special orders from wholesale customers and members of the wholesale sales team.
• Review and manage wholesale customer orders using the order entry/management system, along with other internal systems, databases, and intranets.
• Evaluate customer and sales requests to ensure compliance with departmental guidelines.
• Investigate and respond to inquiries from customers and sales representatives regarding order status, pricing, product information, stock availability, shipments, and policies related to returns, claims, and other issues.
• Follow up on all outstanding issues, prioritizing as necessary while adhering to departmental follow-up standards.
• Refer sensitive or unrelated issues to the Director of Customer Service, Wholesale Sales, or Marketing personnel when needed.
• Provide information and assistance to sales personnel regarding company policies and procedures.
• Maintain regular contact with Distribution, Credit, and other internal departments to resolve customer inquiries or obtain necessary approvals.
• May be required to support DTC customer service roles during high traffic time periods.
• Perform special projects as assigned.

MUST REQUIREMENTS

A high school diploma or equivalent is required.

3-5 years of wholesale customer service experience, preferably in the ecommerce channel.

Exceptional verbal and written communication skills, with mastery of the English language.

Strong proficiency in computer skills, specializing in MS Excel, MS Word and Outlook

A professional and pleasant telephone demeanor, with experience in speaking with customers over the phone.

Detail oriented with data entry experience and the ability to navigate the internet and intranet.

Ability to multitask and learn various internal systems quickly with excellent follow through

Strategic thinking with the ability to identify, analyze and solve problems independently.

Adaptability, being able to adjust to different situations and communication styles.

Strong team player with a proven ability to work effectively in a group setting.

PREFERRED REQUIREMENTS

• Experience in Vendor Central
• Skilled in leading a customer service team
• Knowledge of the Tabletop/Gift/Home Industries.
• Expertise in Microsoft Dynamics 365
• Familiar with Microsoft Teams
• Ability to travel

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