Customer Care Team Lead
Demdaco - Leawood, KS

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

Summary: Works in conjunction with Supervisor on assigned projects and reports. Directly responsible for training new and seasoned employees on system enhancements and upgrades within EMUN, Oracle and EStrategy implementation.

Essential Duties and Responsibilities include the following. Other duties may be assigned.
  • Works in conjunction with Supervisor in preparing daily/weekly reports regarding individual Customer Care member as well as overall Department performance.
  • Works with the Supervisor to expedite workflow to ensure the effectiveness of the Customer Care Department.
  • Works in conjunction with Supervisor in refining work procedures and reports to enhance the efficiency level of the Customer Care Department.
  • Handles difficult or emotional customer situations, responding promptly to customer needs and solicits customer feedback to improve service levels.
  • Works with Supervisor to ensure assigned resources are working effectively to meet group and departmental goals.
  • Monitors and maintains positive moral among all co-workers and resolves grievances by listening to issues and working towards a win, win solution for all involved.
  • Keeps the best interest of DEMDACO as well as internal and external customers in mind at all times when making exceptions.
  • Directly responsible for coordinating the Sales Program application approval, customer surveys, and outbound calling campaigns.
  • Works directly with Supervisor and all internal parties necessary to ensure that all product recall SOPs are handled quickly and accurately.
  • Takes a leader ship role in coordinating the flow of inbound e-mail/web communication.
  • Handles all Customer Care related issues during the absence of Department Supervisor and reports all issues/resolutions to Supervisor upon return.

Experience and Skills:

Competency:

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

Customer Focus -Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs; and giving high priority to customer satisfaction and customer service.

Attention to Detail -Taking responsibility for a thorough and detailed method of working.

Decision Making -Drawing correct and realistic conclusions and making timely decisions based on available information.

Accountability- Accepting responsibility that results in anticipation or prevention of problem areas , and problem solving inside and outside the department or organization.

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; Pursues training and development opportunities; Strives to continuously build knowledge and skills.

Interpersonal – Focuses on solving conflict, not blaming; Maintains confidentiality.

Oral Communication – Speaks clearly; Listens and gets clarification; Responds well to questions.

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

Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

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 organizations goals and values.

Adaptability – 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.

Attendance/Punctuality – Is consistently at work on time; Arrives at meetings and appointments on time.

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.

Initiative – Undertakes self-development activities; Seeks increased responsibilities; Asks for and offers help when needed.

Innovation – Meets challenges with resourcefulness; Generates suggestions for improving work.

Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives.

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.

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 everyones efforts to succeed.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 business forms and procedures. Ability to effectively present information and respond to questions from customers, Sales Reps and DEMDACO Management.

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 this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Internet software; Order processing systems and Contact Management systems.

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.

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.

Job Benefits Overview:
•Competitive salary
•Medical
•Dental
•STD/LTD
•401(k)
•Equal Opportunity Employment
•And more!

Demdaco - 19 months ago - save job - block
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