Job Overview:

Responsible for interfacing with Enesco customers via both phone and email, and for managing the full order lifecycle from entry through delivery. Exceeding customer expectations by providing accurate and expert feedback on the company's products and programs.

Job Responsibilities:

Customer Service Answer incoming Retailer and Consumer calls and emails relating to placing/adjusting orders, claims/returns, shipment status, and product programs. Handle customer inquiries relating to specific pieces, troubleshooting replacement parts for AD and D56 products, and the application of reward points for specific brands. Manage Filed Customer (Route Codes) Accounts as assigned by the Manager of Customer Service. Ability to concisely and clearly explain products and programs with strong oral and written communication skills. Handle all customers in a professional and timely manner. Order Management Enter, review, and process customer orders received by phone, email, EDI, and E-Commerce platforms, ensuring accuracy of pricing, product codes, quantities, terms, and ship-to information. Verify order details against program requirements, minimums, and customer-specific agreements prior to release. Monitor order holds (credit, inventory, pricing, or data holds) and work with A/R, Sales, and Logistics to resolve them promptly. Process order changes, cancellations, and backorder adjustments, and communicate updated ship dates and status to customers proactively. Track orders through fulfillment and shipment, coordinating with Logistics and carriers to resolve delays, shortages, and delivery issues. Initiate and process return authorizations, credits, claims, and replacement orders in accordance with company policy. Review open order reports regularly to identify at-risk orders, backorders, and past-due shipments, and follow up as needed. Maintain accurate order documentation and customer notes in all systems to ensure a clear audit trail. Identify and escalate recurring order errors or process issues to the Manager of Customer Service and recommend improvements. Cross-Functional Collaboration & Systems Work closely with the Order Management, E-Commerce, Logistics, Sales and A/R teams to stay aligned on customer orders to exceed customer expectations. Technologically proficient to work within multiple systems, including E-Commerce systems daily to manage, review, support and execute customer requests and order transactions.

Performance Factors:

Time Management

• The ability to organize, prioritize, and manage multiple tasks. Decision Making
• Must be able to resolve customer issues and complaints in a timely and satisfactory manner. Product Knowledge
• Be familiar with all product lines and product features across all brands and programs. Team Goals
• Work cohesively as a team to meet deadlines and team metrics.

Experience, Competencies, and Education:

High school diploma or GED. At least 1 year of customer relations or customer success experience. Must be proficient in Microsoft Word and Excel. Must have good organizational skills, ability to multi-task, plus good written and verbal communication skills

Physical Demands & Work Environment:

Light physical effort of occasional lifting or moving of lightweight product materials. Regularly required to sit or stand, bend and reach during normal business activities. The noise level in the work environment is usually moderate. Occasionally OT required during peak season and/or for special projects.

Pay:

$23.00

• $24.

00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Vision insurance

Work Location:

In person