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Customer Service-Team Lead

Location:Itasca, IL
Salary Range:Commensurate with Experience
Benefits:Excellent Benefits
Employment Type:Full Time
Department:Customer Service
Division:Enesco Gift
Description:Reports to: Senior Director of Customer Service and Inside Sales
Enesco, LLC has been awarded "National Best & Brightest Companies to Work For 2012" and also,
"Chicago’s 101 Best & Brightest Companies To Work For 2012."
Enesco, LLC is a global leader in the giftware and home and garden décor industries. Serving more than 40,000 customers worldwide, Enesco distributes products to a wide variety of specialty card and gift retailers, home décor boutiques, mass market chains and direct mail retailers. With subsidiaries in the United Kingdom, France, Canada, and Hong Kong, Enesco serves markets operating in Europe, the Americas, Australia and Asia. The Company’s product lines include some of the world’s most recognized brands including Heartwood Creek® by Jim Shore, Foundations®, Our Name is Mud®, GUND®, Boyds®, Country Artists®, Walt Disney Classics Collection®, Disney Traditions™, Border Fine Arts™, Cherished Teddies®, Trail of Painted Ponies®, and Lilliput Lane®, among others. Further information is available on the company’s web site at

The Team Lead, Customer Service is responsible for providing excellent customer service through phone calls, emails, and all interactions with internal and external customers. Resolves customer inquiries while adhering to all Enesco standard Operation Procedures’ and Guidelines. Exemplifies excellent customer service in all interactions with customers and colleagues.
Duties:Essential Functions/Major Responsibilities:

•First point of contact for all escalations from the Customer Service Department in a responsive, positive and expeditious manner. As opportunities for improvement occur, review these with the Customer Service Manager for next steps.
•Assist with questions from CSRs to provide accurate and concise information. Provide training to newly hired customer service employees, which will include customer service related methods, procedures, and techniques.
•Coaching and Development to those employees who have been with the Customer Service Organization one year or less, along with a recap of the Coaching and Development to the CS Management Team.
•Model leadership to the rest of the Customer Service Team by Adhering to standard Operation Procedures’ and departmental training guidelines.
•Follow established service quality standards and meet established telephone order processing time standards (talk time, after call work, conversation entered in People Soft).
•Must meet deadlines, including meeting customer expectations and completion of projects assigned.
•Identify and solve problems and multi-task under deadline. Demonstrate judgment, tact and diplomacy in dealing with internal and external customers.
•Successfully handle difficult customers with professionalism, dignity and tact.
•Complete tasks that are assigned by the Customer Service Management Team.
•Perform other related duties as required.
Qualifications:Experience, Competencies, and Education:

1. 5+ years of Customer Service experience.
Intermediate Excel skills and email system competency.
2. Proficiency with ERP order system: Oracle, JDA, SAP.
3. Problem-solving nature with collaborative attitude.
4. Excellent verbal and written communication skills.
5. Self-motivation, responsible, enthusiasm, and a positive attitude.
6. Ability to perform as a team player.
7. Change agent.

Physical Demands & Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•Light physical effort equal to frequent lifting or moving of lightweight materials.
•Regularly required to sit or stand, bend and reach.

Medical, dental, vision, flexible spending, legal, retirement plan with a company match, short and long term disability and life insurance.

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