Customer Experience Specialist

DEMDACO•Overland Park, KS

5d•Onsite

About The Position

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 In order to be considered a candidate for this position, you must submit your resume/application and complete the Culture Index Survey below: https://www.cultureindex.com/c/9671A7 We are looking for an outstanding Customer Experience Specialist in our Leawood, Kansas headquarters office. A Customer Experience Specialist is responsible for delivering exceptional service to our Retailers, Territory Managers and Consumers. This position handles a wide variety of responsibilities and must be able to shift tasks and priorities often and provide accurate and friendly support to those that do business with DEMDACO.

Requirements

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
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.
Ability to add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals. Ability to compute ratio and percent.
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.
To perform the job successfully, an individual should have knowledge or ability to learn our order processing system.

Responsibilities

Respond promptly, courteously and accurately to inquiries via phone and email from Retailers, Territory Managers and Consumers.
Assist with many aspects of the experience with DEMDACO. Includes: Accepting and modifying orders
Providing order status through delivery confirmation
Accepting payments
Researching invoices and application of charges, credits and payments
Processing returns or damage claims along with call tag requests
Verifying account details
Maintaining customer records
Investigate and resolve any complaints or concerns, escalating to Supervisor when necessary. Follow up to ensure full resolution and customer satisfaction.
Participate in outbound marketing campaigns and other inquiries as required.
Provide email coverage in peak periods outside normal business hours to ensure service level agreements are met.
Additional responsibilities may include: departmental projects, data entry and collection, daily/weekly report management