Job Description

Invite a friend

Job Description

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 is 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

Briefly describe the position responsibilities: Ensure and facilitate an effective relationship with assigned National Accounts. Manage all aspects of customer service to the account. Assist the National Account Executives and Director of National & International Accounts in maximizing revenue while meeting the customer’s needs. Assist other departments by facilitating effective communication between all parties. Take leadership role in identifying, tracking, & solving departmental constraints.

 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

Experience and Skills

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

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

National Accounts:

• Maintain and update all contact information for all contacts identified in the account.
• Efficient at organizing all business records associated with each account.
• Establish relationship with various departments within the organization; marketing (images), credit & customer care (accounts set-up), product development (custom projects/product feedback), supply chain (inventory requirements), & distribution center (ticketing, order management, customer requirements).
• Develop working relationships with relevant contacts at accounts as well as corresponding reps and rep principles primarily through email.
• Communicate effectively in a timely manner regarding information/status requests from customers and reps.
• Review assigned National Account Vendor Compliance Manuals and Routing Guides with Finance and Distribution Center to verify if any exemptions need to be communicated.
• Manage customer orders by processing on time with agreed upon terms and shipping requirements.
• Meet all special National Account requirements including but not limited to:

• Product stickering
• Carton labeling
• Verifying and communicating pallet specs
• Verifying and communicating shipping specs
• Ensure special accounting/invoicing specs are met
• EDI

• Investigate and assess problems, suggest possible solutions/remedies, and determine root cause of process failure.
• Prevent chargeback claims through effective account management. However, if such claims are submitted, work to gather appropriate materials to disprove claim or work with all internal departments to eliminate any such claim from occurring again in the future.
• Understand and constantly be aware of current inventory problems or shorts list. Communicate with Inventory Control regarding needs and reserve product where applicable.
• Travel to meetings with clients and/or trade shows to represent DEMDACO as directed by the Director of National & International Accounts.
• Takes a leadership role in helping to prevent future or resolve current issues that could negatively impact overall National & International Accounts.
• Develop and maintain "Cost To Serve" analysis spreadsheet to accurately determine overall order or account profitability margin as well as create follow up plan to ensure the "Cost To Serve" analysis for approved orders or accounts meet or exceed approved margin rate.
• Provide monthly National forecasts to Supply Chain by Account/Sku.
• Input Custom Projects in our Project Management Tool, "HIVE".

Qualifications:  

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

• Competent in entire MS Office suite and specifically

• Outlook
• Excel
• Word

• Familiar and comfortable with an Oracle system
• Familiar and comfortable with a back office accounting systems
• Works very well under time deadlines and pressure
• Keeps detailed and accurate records and is highly organized
• Excellent written communication skills
• Associate degree preferred
• Must have at least 2 years Customer Service experience, related to account mgmt.

Supervisory Responsibilities:  

None

Work Environment:  

Office and the ability to work remotely

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.

Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

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; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

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.

Motivation – Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.

Physical Demands:  

• Limited domestic travel 
• Quarterly site visits to warehouse
• Occasionally lifting 50 lbs. sample bags

Job Benefits

-Medical, Dental and Vision plans  

-Annual contribution to your Health Savings Account 

-401(k) with company match,

-Time off includes PTO, plus 5 “Lift the Spirit” Days designed to assist with volunteer efforts and helping others

-6 Sick Days

-Annual Giving Day

-Generous product discounts 

-Costco Membership  

-Company provided $100,000 Basic Life Insurance Policy  

-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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