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Wholesale Direct Customer Service

4 months ago

Bristol, United States Lenox Corporation Full time

JOB TITLE: Seasonal Wholesale Direct Customer Service

DEPARTMENT: Call Center Operations

LOCATION: Bristol, PA

REPORTS TO TITLE: Customer Service Supervisor

HOURS: 40 hours per week


SCOPE OF POSITION

Under the direction of the Customer Service Manager, will perform customer service activity via written correspondence, internet or inbound telephone to service our wholesale and direct consumer’s needs and requirements.


BASIC FUNCTION

Responsible for providing excellent customer service and satisfaction via written chat, email and the telephone from existing and potential customers. Maintain an optimum level of performance while consistently incorporating the Lenox highest quality of standards. Support the Customer Service process and maintain a high degree of professionalism when communicating with the end consumer as well as the Lenox team. Work scheduled hours Monday through Friday and rotating Saturdays, as well as available to work additional hours as needed.


RESPONSIBILITIES:


  • Perform customer service functions via written correspondence, email and the telephone while maintaining expected levels of performance in the areas of productivity, quality, professionalism, and dependability. Functions include processing of orders, address and privacy changes, problem resolution, and providing order updates.
  • Communicate customer trends, issues and feedback to supervisor and other appropriate individuals.

Investigates and responds to inquiries from customers and sale reps regarding order status, pricing, product information, stock availability, shipments, etc. . Company policies, pricing returns, claims and other related issues.

  • Provide accurate record keeping, paperwork and system processing, including assisting with special projects.
  • With the assistance from the management team will maintain the highest level of systems, product, and sales knowledge.
  • Perform other duties as assigned.



MINIMUM REQUIREMENTS:


  • High School Diploma or equivalent.
  • 2-3 years of Customer Service experience.
  • Excellent organizational, written and communication skills, including grammar, voice, diction, spelling, usage, punctuation, and style.
  • Proficiency with 8X8 phone and call routing system.
  • Excellent problem solving and multi-tasking skills.
  • Strong adaptability to change.
  • Professional, pleasant, skilled telephone manner and experience speaking with customers via the phone.
  • Demonstrated excellence in dependability.
  • Ability to function well in a fast-paced work environment.
  • Computer skills to include MS Excel, MS Word and MS Dynamics


PREFERRED REQUIREMENTS


Associate or bachelor’s Degree.

Experience in the Tabletop/Gift/Home Industries.