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Job Categories

Customer Service Associate
Mail Processing Coordinator
Human Resources Representative
Manager, Call Center Operations, Bristol
Marketing Manager, Bristol
Inside Sales Senior Representative, Bristol
Customer Service Associate

Customer Service Associate, Egg Harbor

Scope of Position:

  • Provide all aspects of customer service to Lenox Wholesale Division customers in all channels of major department stores, tabletop gift & specialty, mass/home/national accounts, Canada, Commercial, etc…. to maintain the Lenox Brand image and our relationships with our largest customers.

Basic Function:

  • Provides excellent customer service for Lenox Wholesale Customer Accounts. Works with Account Executives, Tabletop Sales Reps, and Merchandising Assistants on resolving issues, processing orders, and verifying orders. Handles customer inquiries regarding shipping, pricing, order status, etc. and resolves customer complaints and problems.

Responsibilities:

  • Represents the Lenox Brand and all other internal and licensed brands to the Wholesale Customers to build and maintain strong relationships and handle all inquiries and issues that need to be resolved for assigned Wholesale customers.
  • Effectively communicates with customers in all matters relating to customer service - order processing, verification, tracking and resolving issues. Receives and processes special orders from wholesale customers and Wholesale selling team members.
  • Review and manage wholesale customer orders using the order entry/management databases and other internal systems, databases and intranets.
  • Evaluates customer and sales requests for conformance to departmental guidelines.
  • 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.
  • Maintains follow-up on all outstanding issues, prioritizing where appropriate while maintaining departmental follow-up standards.
  • When necessary refers sensitive issues or non-related issues to Director Customer Service and/or Wholesale Sales and/or Marketing personnel.
  • Provides information and assistance to sales personnel relative to policy and procedure.
  • Maintains frequent contact with Distribution, Credit and other internal departments to resolve customer inquiries or obtain approvals.
  • May be required to participate in Field Sales company-travel to enhance Lenox's Company expertise.
  • Performs special projects as assigned.
  • All other duties as assigned.

Must Requirements (including any physical requirements):

  • This position requires a high school diploma or equivalent with 2-3 years of Customer Service experience.
  • Must possess exceptional verbal and written communication skills and mastery of English language
  • Ability and knowledge to use office support equipment - phone, computer skills to include MS Word/Excel/Outlook and data entry experience, internet and intranet navigation skills, printer, copy machine, fax machine, etc.

Preferred Requirements

  • Experience in the Tabletop/Gift/Housewares Industries.
  • Ability to travel up to 10% of time.

FOR CONSIDERATION PLEASE SUBMIT RESUME TO:
Lenox Corporation, 1414 Radcliffe Street, Bristol PA 19007
Email to Lenox or fax to 267-525-5618.


Mail Processing Coordinator

Scope of Position:

  • This position supports Lenox Direct, Wholesale and Finance departments through its mail processing of customer letters, invoices, work orders and refund checks, and supports all Lenox Bristol employees through its mailroom support services.

Basic Function:

  • MAIL PROCESSING ~50%:
    • Manage Invoice Center
    • Print customer correspondence, Direct and Wholesale invoices and statements as well as Personalization work orders and process through mail processing equipment and postal meters as needed. Process also refund checks, A/P checks, and any other large mailings. Prepare all for pickup by Presort service.
    • Ensure all print and mail processing equipment is in working order. Coordinate print support through I.T. Perform periodic preventive maintenance/cleaning of mail processing equipment. Repair and/or call for repair service on mail processing equipment as needed.
    • Order print media, postage and meter supplies for Invoice Center and Mailroom equipment as needed. Keep postage at adequate levels to support business needs.
    • Coordinate with Pitney Bowes and Pitney Bowes Presort as needed regarding postal rate increases, meter adjustments, daily presort pickup schedules, equipment service, etc.
  • MAILROOM AND SHIPPING SERVICES ~30%
    • Back up Mailroom & Shipping Services Coordinator in all aspects.
  • RECORD KEEPING ~15%
    • Complete Pitney Bowes pickup slip for each job setup, and compile for daily pickups.
    • Record/track mail counts by account/job type using meter sheets, as needed.
    • Prepare end of month postage reconciliation for all Bristol presort and full-rate mail.
  • OTHER RESPONSIBILITIES~5%
    • Keep safe and organized Invoice Center and Mailroom.
    • Back up other Facilities Department responsibilities as needed.
    • All other duties as assigned.

Must Requirements (including any physical requirements):

  • Effective interpersonal and customer service skills
  • Solid comfort level with computers and familiarity with Microsoft Outlook, Excel and Word
  • Ability to lift heavy boxes
  • Ability to walk throughout the building and stand for long periods
  • Work in hot and cold conditions
  • Work in noisy conditions.
  • Able to walk, bend, twist, turn, reach, stoop, crouch, pivot, push, pull, grasp
  • Able to climb stairs on a regular basis.
  • Good math skills
  • 3-5 years mailroom experience, knowledge of mail processing equipment

FOR CONSIDERATION PLEASE SUBMIT RESUME TO:
Lenox Corporation, 1414 Radcliffe Street, Bristol PA 19007
Email to Lenox or fax to 267-525-5618.


Human Resources Representative

Division:

  • Corporate

Reports To:

  • VP, Human Resources- Corporate

Scope of Position / Basic Function:

  • Reporting to the VP of Human Resources, this position is responsible for supporting the Corporate HR team through a variety of human resources duties including primary support of HRIS system to include inputting of employee data, payroll preparation for three payroll cycles; weekly, biweekly and semi-monthly, approvals and audits as well as time and attendance system management, new hire on boarding and orientation, policy interpretation and communication, unemployment claims administration, set up and maintenance of employee personnel files, completion background checks and E-Verify employment verifications, update company intranets (i.e. LEO, Retail Subscriber), first point of contact with Retail Stores on HR/Payroll issues, maintain compliance postings, special projects and company event planning, and general administrative support. Interact on a daily basis with internal customers (employees, all levels of management) and external vendors. Total # of employees with primary support of the Corporate HR Team: approx 650.

Payroll / HR Systems:

  • Administrator of the PR/HRIS/Time and Attendance system (PAYCOM) for Lenox Corporation. Time and Attendance Management in the processing of payrolls on a weekly, biweekly and semimonthly basis. Processing all new hires, terminations, payroll changes and auditing pre-process and final payrolls to ensure all changes have been accurately entered. Create and process manual adjustment spreadsheet and coordinate with Payroll for new hires, terminations, proration’s, pay adjustments, salaried non-exempt overtime, approval and processing of all PAF’s (Personnel Action Forms) for heavy volume retail stores, issue and termination coordination of all LXID’s (employee system access), update communication and forms on all company intranet sites (i.e. LEO, e-Info, Subscriber, etc.). Primary contact to EQUIFAX regarding all Lenox unemployment claims processing and reporting, disseminate EQUIFAX reports to other HR teams in HDC & Kinston. Primary responsibilities for running advanced reports such as Headcount summaries, Time and Attendance reports, as well as ad hoc reports as requested for HR management.

New Hire On boarding and Orientation:

  • Pre- employment background check coordination, new hire paperwork, policy acknowledgements, employee handbook & orientation manual updates, conduct all new hire orientation sessions for Bristol and Field Sales employees, maintain new hire checklists for Retail Stores to ensure proper new hire orientation occurs for remote locations, coordinate all paperwork with PR/HRIS to ensure payroll is set up timely and accurately for new hires.

Retail Store Support:

  • Primary point of contact for 20 Retail Store locations to include wage and hour auditing, ensuring compliance with Federal and State required postings. Maintenance and updating of HR data on shared Retail intranet site. Attend weekly retail meetings and provide updates on HR related issues. Participate in annual Retail Conference as directed. Update HR Team members with Retail specific events such as inventory hiring, new store openings, address higher level issues Coordination of updating HR team members with

Miscellaneous:

  • Special projects to include event planning (holiday party/company picnic/book fairs, etc.), support VP, HR with performance review process, train employees on time and attendance system, provide general administrative support to the Corporate HR team as required, make recommendations for process improvements within the HR function, coding and processing of invoices, sort and distribute department mail, and other duties as requested by HR management. All other duties as assigned.

Must Requirements (including any physical requirements):

  • Bachelor’s Degree in Business Administration and/or Human Resources or equivalent
  • 2-3 years experience in Payroll/HRIS experience
  • Ability to facilitate meetings and resolve conflicts or handle other difficult situations with employees at all levels
  • Advanced PC skills to include Excel, Microsoft Word and PowerPoint,
  • Excellent Interpersonal skills both written and oral, with ability to communicate effectively with all levels of employees
  • Strong analytical and problem solving skills, with ability to make process improvement recommendations
  • Highly Motivated team player able to interact with all levels of employees and management staff.
  • High degree of organization, maturity, and integrity, with the ability to deal effectively and discreetly with confidential information
  • Ability to work independently in a fast-paced work environment; ability to adapt effectively to changing priorities
  • Ability to travel upon request

Preferred Requirements / Plus:

  • PHR certification
  • Paycom Payroll/HRIS experience

FOR CONSIDERATION PLEASE SUBMIT RESUME TO:
Lenox Corporation, 1414 Radcliffe Street, Bristol PA 19007
Email to Lenox or fax to 267-525-5618.


Manager, Call Center Operations, Bristol

Scope of Position / Basic Function:

  • Under the direction of the Director, Call Center Operations, this position is responsible for the leadership, coaching, development, direction and guidance of the Call Center operations; which includes inbound: order taking, suggestive and up-selling, efficient and effective resolution of customer service issues; and outbound proactive sales. Duties include scheduling, hiring, monitoring and executing of key performance indicators, quality assurance and supervisory / employee development. Manage quality monitoring programs to ensure the highest customer experience within Sales and Customer Service area. This position has 6 direct reports and up to 60 indirect reports at the height of our selling season.

Responsibilities:

  • Work with the marketing team to analyze and develop outbound promotions to grow the overall sales and volume of the channel.
  • Review and develop new group and individual incentive plans to maximize the team’s sales efforts
  • Assist in the training, workforce management and budget management of the team.
  • Maintain optimum level of performance and sales while consistently incorporating the Lenox highest quality of standards.
  • Support the customer Service process and maintain a high degree of professionalism when communicating with both the Lenox team and the end consumer.
  • Tracks and analyzes Call Center performance versus service goals/metrics; issue regular reports to management and business unit customers of performance versus goals and recommended actions.
  • Establishes and ensures compliance with standard practices and processes in the call center; in addition is responsible for implementing best operations practices and process improvement.
  • Work with outsources vendor to ensure every opportunity is met to transition our products during non-business hours.
  • Builds a team environment through regular contact, trainings, communication, and meetings with staff and team.
  • Acts as point of contact for escalated customer issues to satisfaction.
  • Insure all employees are held accountable for achieving stated goals and administering corrective action via performance plans when goals are not achieved. Also providing timely recognition when goals are achieved.
  • Other duties as assigned.

Must Requirements (including any physical requirements):

  • Minimum 5-7 years previous Supervisory/Management experience
  • Minimum 5-7 years of Inside Sales/Telemarketing experience, preferably in an Outbound/Inbound Call Center environment
  • Excellent organizational, written and communication skills, including grammar, voice and diction, spelling, usage, punctuation
  • Strong listening skills
  • Demonstrated excellence in dependability
  • Demonstrate the ability to coach for improved performance
  • Ability to function well in a fast-paced work environment
  • Excellent Micro Soft skills to include proficiency in Excel and presentation skills
  • Bachelor’s degree

Preferred Requirements

  • Prior experience with outbound dialer equipment preferably
  • Experience selling consumer durable goods

FOR CONSIDERATION PLEASE SUBMIT RESUME TO:
Lenox Corporation, 1414 Radcliffe Street, Bristol PA 19007
Email to Lenox or fax to 267-525-5618.


Marketing Manager, Bristol

Basic Function:

  • Reporting to the Director of Marketing, the Marketing Manager will be responsible for developing and launching Lenox Direct to Consumer Catalog and Direct Mail acquisition and retention campaigns. This specialist will research, select, and refine list rationales, list selections and customer database segmentation for these campaigns. Working with the Director of Marketing and the Direct to Consumer Team, the Marketing Manager will serve as a key contributor to the development of the Direct Response Marketing strategy and tactics for direct mail, email and other DRM vehicles; including customer targeting, data segmentation set-up, review and QA, contact cadence, post production follow-up and campaign reporting with the goal to maximize customer engagement leading to increased response and profitability. The Marketing Manager will report on and assist in analyzing program results to gain insights into successes, failures, and performance trend; react to opportunities and make appropriate recommendations and course corrections, as needed. In addition, the Marketing Manager will assist with internet marketing plans and initiatives, Sweepstakes Campaigns, and Social Marketing.

Responsibilities:

  • Develop and manage all Direct Mail and Catalog segmentation based on historical & behavioral analyses as well as new test initiatives.
  • Plan & implement A/B promotional tests.
  • Interact with the Database Manager for selection accuracy and housefile model testing.
  • Maintain & develop relationships and planning strategies with third parties to acquire new customers through list rentals, models, and new avenues.
  • Maintain marketing platforms and administrative setup to support all Direct to Consumer promotional schedules.
  • Create daily/weekly/monthly reports to assist in marketing analyses.
  • Monitor and present sales results in real-time as needed.
  • Proof all online and offline creative for promotional accuracy.
  • Work closely with the Director of Marketing to seek and develop new marketing avenues in the industry.
  • Support the Director of Marketing with current and new marketing projects across all channels in the Direct to Consumer division.
  • Develop and implement the Social Marketing campaign for the Direct to Consumer Division.
  • Assist in developing the marketing design & merchandise plan for the Lenox.com website.
  • Run quarterly sweepstakes for the Lenox.com housefile and acquisition campaigns.
  • Conduct ad-hoc projects to support the goals of the division.
  • Other duties as assigned.

Must Requirements (including any physical requirements):

  • Bachelor’s degree in Marketing or Business
  • 2+ years customer segmentation experience
  • Marketing campaign testing & analysis experience
  • Proficient in MS Office applications including Word, Excel, Access, and Outlook
  • Ability to pay close attention to details
  • Ability to work in a fast-paced environment
  • Ability to work in a deadline driven and team environment
  • Strong interpersonal skills

FOR CONSIDERATION PLEASE SUBMIT RESUME TO:
Lenox Corporation, 1414 Radcliffe Street, Bristol PA 19007
Email to Lenox or fax to 267-525-5618.


Inside Sales Senior Representative, Bristol

Scope of Position:

  • Under the direction of the Inside Sales Supervisor will assist Sales Staff in resolving questions, issues, and concerns as it relates to the customer and business. Also, will handle administrative duties of the department as well as ensure the quality of customer contacts via phone and system. Act as point of contact for customer escalation.

Basic Function:

  • This position functions as a liaison between Inside Sales Reps and Supervisors, while working and supporting the department goals. They will offer leadership, direction, and guidance to Inside Sales staff and may be required to monitor calls and provide reel time coaching during monitoring sessions. Additionally, this position will process daily reporting for the department and may be required to make outbound calls during critical selling periods.

Must Requirements (including any physical requirements):

  • Three + years experience with Lenox Direct and a broad range of knowledge of Lenox branded products.
  • Flexibility of schedule and ability to work early or evening shifts or other shift upon request.
  • Proficient in Microsoft excel with the ability track and measure performance
  • Demonstrated ability to work on and complete assigned projects on time with minimal supervision.
  • Demonstrated leadership skills including coaching and development, listening and giving constructive feedback and the ability to recognize the situations that require these skills.
  • Demonstrated excellence in dependability and in all performance areas.
  • Familiar with the Quality Monitoring Scoring System.
  • Demonstrated adherence to the Lenox Core Values.
  • Ability to properly deal with a fast paced sales environment.
  • Excellent communication and organizational skills.
  • High School diploma.
  • PC proficiency to include micro soft suite

Preferred Requirements

  • College Degree
  • Inside Sales experience in auto-dialer environment

FOR CONSIDERATION PLEASE SUBMIT RESUME TO:
Lenox Corporation, 1414 Radcliffe Street, Bristol PA 19007
Email to Lenox or fax to 267-525-5618.


Customer Service Associate

Scope of Position:

  • Provide all aspects of customer service to Lenox Wholesale Division customers in all channels of major department stores, tabletop gift & specialty, mass/home/national accounts, Canada, Commercial, etc…. to maintain the Lenox Brand image and our relationships with our largest customers.

Basic Function:

  • Provides excellent customer service for Lenox Wholesale Customer Accounts. Works with Account Executives, Tabletop Sales Reps, and Merchandising Assistants on resolving issues, processing orders, and verifying orders. Handles customer inquiries regarding shipping, pricing, order status, etc. and resolves customer complaints and problems.

Responsibilities:

  • Represents the Lenox Brand and all other internal and licensed brands to the Wholesale Customers to build and maintain strong relationships and handle all inquiries and issues that need to be resolved for assigned Wholesale customers.
  • Effectively communicates with customers in all matters relating to customer service - order processing, verification, tracking and resolving issues. Receives and processes special orders from wholesale customers and Wholesale selling team members.
  • Review and manage wholesale customer orders using the order entry/management databases and other internal systems, databases and intranets.
  • Evaluates customer and sales requests for conformance to departmental guidelines.
  • 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.
  • Maintains follow-up on all outstanding issues, prioritizing where appropriate while maintaining departmental follow-up standards.
  • When necessary refers sensitive issues or non-related issues to Director Customer Service and/or Wholesale Sales and/or Marketing personnel.
  • Provides information and assistance to sales personnel relative to policy and procedure.
  • Maintains frequent contact with Distribution, Credit and other internal departments to resolve customer inquiries or obtain approvals.
  • May be required to participate in Field Sales company-travel to enhance Lenox's Company expertise.
  • Performs special projects as assigned.
  • All other duties as assigned.

Must Requirements (including any physical requirements):

  • This position requires a high school diploma or equivalent with 2-3 years of Customer Service experience.
  • Must possess exceptional verbal and written communication skills and mastery of English language
  • Ability and knowledge to use office support equipment - phone, computer skills to include MS Word/Excel/Outlook and data entry experience, internet and intranet navigation skills, printer, copy machine, fax machine, etc.

Preferred Requirements

  • Experience in the Tabletop/Gift/Housewares Industries.
  • Ability to travel up to 10% of time.

FOR CONSIDERATION PLEASE SUBMIT RESUME TO:
Lenox Corporation, 1414 Radcliffe Street, Bristol PA 19007
Email to Lenox or fax to 267-525-5618.

*Offer excludes kate spade new york, Donna Karan, and Marchesa merchandise.