Customer Care Representative
DD Traders Inc. - Leawood, KS

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Job Descriptions:
DD Traders is the parent company of DEMDACO, a Kansas City wholesale gift company, specializing in gifts, tabletop and home décor.

Briefly describe the position responsibilities :
Answers incoming calls, electronic mail messages and correspondence to assist customers and field representatives with issues, by performing the following duties:

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.

Researches 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.

Required Experience:
Competencies necessary for success in this postiion :
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.

Technical Skills – Assesses own strengths and weaknesses; Strives to continuously build knowledge and skills.

Oral Communication – Speaks clearly; listens and gets clarification; responds well to questions.

Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.

Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity; Upholds organizational values

Organizational Support – Follow policies and procedures; Completes tasks correctly and on time; supports organization’s goals and values.

Adaptability – Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change.

Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent.

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.

Planning/Organizating – Prioritizes and plans work activities; Uses time efficiently.

Professionalism – 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.

Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity – Meets productivity standards; Completes work in a timely manner; Strives to increase productivity.

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.

Research – Performs diligent and extensive investigation into account/invoice discrepancies.

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

Qualifications for this position: The requirements listed below are representative of the knowledge, skill, and/or ability required

Education/Experience: Minimum of High School diploma &/or general education degree; and 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.

Job Benefits Overview:
  • Competitive commission based compensation program
  • Medical
  • Dental
  • 401(k)
  • Equal Opportunity Employment
  • And more!
Keyword: Customer Care Representative
From: DD Traders Inc.