Wholesale Customer Service Representative

JOB TITLE: Wholesale Customer Service Representative DEPARTMENT: Sales OperationsLOCATION: Hybrid, Based near our Corporate Bristol officeREPORTS TO TITLE: Senior Sales Operations Manager – Dotted line to Sales Channel HeadHOURS: 40 hours per weekSCOPE OF POSITIONUnder the direction of the Senior Sales Operations Manager, this position will support the assigned Sales Channel in all related sales activities to create a best in class customer support. They will interact with sales contacts, rep groups, internal departments and accounts via written and oral communications related to item availability, pricing, inventory and promotions. This position will deal with sensitive data and must maintain confidential on sensitive issues to the retailer.BASIC FUNCTIONResponsible 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 customer as well as the Lenox internal teams.RESPONSIBILITIES:Manage all aspects of Retail PO'sInvestigate and resolve customer issuesCustomer 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.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.Communicate changes to Vendor and Routing Guides to appropriate departmentsOrder Retail & RFID tickets for Domestic ShipmentsProvide 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:Some level of college education or similar experience2-3 years of Customer Service experience in a wholesale environmentExcellent organizational, written and communication skills, including grammar, voice, diction, spelling, usage, punctuation, and style.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, PWP and MS DynamicsPREFERRED REQUIREMENTSAssociate or bachelor's Degree.Experience in the Tabletop/Gift/Home Industries.Power BI KnowledgeMS Dynamics Knowledge

Created: 2025-09-21