Customer Experience Specialist - Leawood, United States - DEMDACO

Description

Job Level :
Entry Level (less than 2 years)
DEMDACO is a gift and home décor company based in Leawood, KS. Westrive to "lift the spirit" with our customers, consumersand colleagues by partnering with artists representing a wide rangeof styles and mediums and whose work is consistent with our values-

"pursuing business the way it ought tobe."

Products are curated through this filter thencarefully reproduced by skilled craftspeople around the world. Underthe DEMDACO brand, our product categories include Gifts, Home Décor,Entertaining, Fashion, Baby and Willow Tree. For more than 20 years,DEMDACO has strived to

"Lift theSpirit"

in times of celebration, when comfort isneeded, 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 ourbusiness decisions and informs how the company interacts withcolleagues and customers and it leads our efforts in creating adynamic workplace.

We are looking for an outstanding Customer ExperienceSpecialist in our Leawood, Kansas headquarters office.

ACustomer Experience Specialist has a wide variety of tasks and mustbe able to shift tasks and priorities often and provide accurate andfriendly support to our customers


Primary responsibilities include:
answering incoming calls, electronic mail messages andcorrespondence to assist customers and field representatives withissues, by performing the following duties.
Essential Duties and Responsibilities

include thefollowing:
(additional duties may be assigned)
Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.

Assists customers and field representatives by phone or email byaccepting orders and payments, processing claims, call tag requestsand catalog requests.

In addition, assists them with informationregarding the status of orders including working with the warehousepersonnel to confirm fulfillment and UPS tracking to establishdelivery confirmation.

Fills out the required forms, completes necessary actions on theautomated system, determines charges for services requested,prepares any records and forms necessary to fill the customer's request.

Research accounts/invoice discrepancies and resolves issuesthrough the submission of missing credit memos or providing proof ofbalance 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 tosecure payment.
Records information regarding the customer contact to theautomated system, including the status of outstanding issues.
Assists in complaints concerning billing or services, referringcomplaints and upset customers to the designated departmentsupervisor for investigation.
To perform the job successfully, an individual should demonstrate thefollowing competencies:
Problem Solving

– Identifies and resolves problems ina timely manner; Gathers and analyzes information skillfully; Developsalternative solutions; Works well in group problem solving situations;Uses reason even when dealing with emotional topics. Listens and getsclarification; Responds well to questions. Able to read and interpretwritten information. Demonstrates accuracy and thoroughness. Adaptsto changes in the work environment; Manages competing demands; Changesapproach or method to best fit the situation; Able to deal withfrequent change, delays or unexpected events; Performs diligent andextensive investigation into account/invoice discrepancies.
Follow Up

– Ability to increase the effectiveness ofa previous action and ensure its completion.
Ethics

– Treats people with respect; Keepscommitments; Inspires the trust of others; Works with integrity;Upholds organizational values. Focuses on solving conflict, notblaming; Maintains confidentiality. Undertakes self-developmentactivities; Asks for and offers help when needed. Reacts well underpressure; Treats others with respect and consideration regardless oftheir status or position; Accepts responsibility for own actions;Follows through on commitments.
Dependability

– Follows instructions, responds tomanagement direction; Takes responsibility for own actions; Keepscommitments; Completes tasks on time or notifies appropriate personwith an alternate plan. Is consistently at work on time; Arrives atmeetings and appointments on time. Displays willingness to makedecisions; Exhibits sound and accurate judgment; Supports and explainsreasoning for decisions.
Quality

– Demonstrates accuracy and thoroughness;Applies feedback to improve performance; Monitors own work to ensurequality. Follow policies and procedures; Completes tasks correctlyand on time; supports organization's goals and values. Prioritizesand plans work activities; Uses time efficiently; Sets goals andobjectives; looks for ways to improve and promote quality.
Teamwork

– Balances team and individualresponsibilities; Gives and welcomes feedback; Contributes to buildinga positive team spirit; Puts success of team above own interests;Supports everyone's efforts to succeed. Meets challenges withresourcefulness; Generates suggestions for improving work. Sets andachieves challenging goals; Demonstrates persistence and overcomesobstacles; Measures self against standard of excellence. Meetsproductivity standards; Completes work in a timely manner; Strives toincrease productivity. Assesses own strengths and weaknesses;Pursues training and development opportunities; Strives tocontinuously build knowledge and skills. Seeks increasedresponsibilities; includes appropriate people in decision-makingprocess; Makes timely decisions.
Experience and Skills


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; orequivalent combination of education and experience

Language Ability:
Ability to read, analyze, and interpret general business forms andprocedures. Ability to effectively present information and respond toquestions 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 ofconcrete variables in situations where only limited standardizationexists. Ability to interpret a variety of instructions furnished inwritten, oral, diagram, or schedule form.

Computer Skills:
To perform the job successfully, an individual should have knowledgeor ability to learn our order processing system.

Supervisory Responsibilities :
None
The work environment characteristics described here arerepresentative of those an employee encounters while performing theessential functions of this job. Reasonable accommodations may be madeto 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 thatmust be met by an employee to successfully perform the essentialfunctions of this job.

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

While performing the duties of this Job, the employee is regularlyrequired to sit; use hands to finger, handle, or feel; reach withhands and arms; talk and hear.

The employee is occasionally requiredto stand, walk, stoop and kneel.
Competitive based compensation program
401(k) with company match,
Time off includes PTO, plus 5 "Lift the Spirit" Days designed toassist with volunteer efforts and helping others
Annual Giving Day
Casual work atmosphere
On-site fitness center
Potential for annual bonus based on company performance
Company paid- short and long-term disability

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