Customer Experience Specialist - DEMDACO

DEMDACO is a gift and home décor company based in Leawood, KS. We strive to 'lift the spirit' with our customers, consumers and colleagues. ' Products are curated through this filter then carefully reproduced by skilled craftspeople around the world. Under the DEMDACO brand, our product categories include Gifts, Home Décor, Entertaining, Fashion, Baby and Willow Tree. For more than 25 years, DEMDACO has strived to 'Lift the Spirit' in times of celebration, when comfort is needed, or just to put a smile on someone’s face.

We believe that business in not merely a financial endeavor, but first-and-foremost, a human endeavor. This philosophy guides our business decisions and informs how the company interacts with colleagues and customers and it leads our efforts in creating a dynamic workplace. To learn more, please visit https://www.demdaco.com

Essential Duties and Responsibilities include the following: (additional duties may be assigned)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assists customers and field representatives by phone or email by accepting orders and payments, processing claims, call tag requests and catalog requests. In addition, assists them with information regarding the status of orders including working with the warehouse personnel to confirm fulfillment and UPS tracking to establish delivery confirmation.
• Fills out the required forms, completes necessary actions on the automated system, determines charges for services requested, prepares any records and forms necessary to fill the customer’s request.
• Research accounts/invoice discrepancies and resolves issues through the submission of missing credit memos or providing proof of balance due to the customer for payment submission.
• Participate in proactive marketing campaigns as requested by Sales & Marketing.
• Performs trace request on packages to obtain proof of delivery to secure payment.
• Records information regarding the customer contact to the automated system, including the status of outstanding issues.
• Assists in complaints concerning billing or services, referring complaints and upset customers to the designated department supervisor for investigation.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Listens and gets clarification; Responds well to questions. Able to read and interpret written information. Demonstrates accuracy and thoroughness. Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays or unexpected events; Performs diligent and extensive investigation into account/invoice discrepancies.

Follow Up – Ability to increase the effectiveness of a previous action and ensure its completion.

Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity; Upholds organizational values. Focuses on solving conflict, not blaming; Maintains confidentiality. Undertakes self-development activities; Asks for and offers help when needed. Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan. Is consistently at work on time; Arrives at meetings and appointments on time. Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions.

Quality – Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality. Follow policies and procedures; Completes tasks correctly and on time; supports organization’s goals and values. Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; looks for ways to improve and promote quality.

Teamwork – Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed. Meets challenges with resourcefulness; Generates suggestions for improving work. Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence. Meets productivity standards; Completes work in a timely manner; Strives to increase productivity. Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills. Seeks increased responsibilities; includes appropriate people in decision-making process; Makes timely decisions.

Qualifications:

The requirements listed below are representative of the knowledge, skill, and/or ability required

Education/Experience:

• Minimum of High School diploma and/or general education degree
• At least two years related experience and/or training; or equivalent combination of education and experience

Language Ability:

Ability to read, analyze, and interpret general business forms and procedures. Ability to effectively present information and respond to questions from customers, Sales Reps and Managers.

Math Ability:

Ability to add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals. Ability to compute ratio and percent.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform the job successfully, an individual should have knowledge or ability to learn our order processing system.

Supervisory Responsibilities:

None

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

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.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; talk and hear. The employee is occasionally required to stand, walk, stoop and kneel.

Benefits:

• Medical, Dental and Vision Plan
• Annual contribution to your Health Savings Account.
• Company paid short-term and long-term disability.
• Company provided $100,000 Basic Life Insurance Policy.
• 401(k) with company match.
• Time off includes PTO, Sick Leave, Jury Duty, Bereavement, and 5 Lift the Spirit Days to give back to your community.
• Annual Community Giving Day.
• Generous product discounts.