Wholesale Customer Service Rep - Dept Stores

JOB TITLE: Wholesale Customer Service Representative – Department Stores

DEPARTMENT: Wholesale Customer Service

LOCATION: Hybrid – Tuesdays and Wednesdays in office

REPORTS TO TITLE: Sr Manager, Wholesale Customer Service

HOURS: 40 hours per week

SCOPE OF POSITION

Under the direction of the Senior Manager, this position will support the assigned Sales Channel in all related customer service 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, order management and promotions. This position will deal with sensitive data and must maintain confidential on sensitive issues to the retailer.

BASIC FUNCTION

This role is responsible for providing excellent customer service and satisfaction via written chat, email and the telephone from existing and potential customers. Must maintain optimum performance while upholding rigorous quality 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:

• Enter, verify, and maintain customer purchase orders accurately in D365/ERP system.
• Monitor daily EDI and manual orders for completeness, pricing accuracy, and ship date validation.
• Provide real-time updates on order status, inventory availability, and shipment tracking.
• Serve as first point of contact for customer service-related issues—damages, shortages, mis-ships, and invoice disputes.
• Collaborate with warehouse and accounting teams to resolve customer issues efficiently.
• Generate open order reports, backorder summaries, and fill-rate tracking as required.
• Maintain professional correspondence with buyers, planners, and distribution partners.
• Investigate and resolve customer issues quickly and accurately.
• Investigate and respond to inquiries from customers and sale reps regarding order status, pricing, product information, stock availability, shipments, company policies, pricing returns, claims and other related issues.
• Provide accurate record keeping.
• Perform other duties as assigned.

MINIMUM REQUIREMENTS:

• Some level of college education or similar experience.
• 2-3 years of Customer Service experience in a wholesale environment with an emphasis on Department Stores.
• Excellent 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 manners. Experience speaking with customers via the phone.
• Demonstrate excellence in dependability and the ability to work independently.
• Ability to function well in a fast-paced work environment.
• Computer skills to include MS Excel, MS Word, PWP and MS Dynamics.

PREFERRED REQUIREMENTS

• Associate or bachelor’s Degree
• Experience with D365 or other ERP Systems
• Experience in the Tabletop/Gift/Home Industries
• Power BI Knowledge

EEO M/F/D/V