Customer Experience Specialist

DEMDACO is a gift and home décor company based in Leawood, KS. We strive to “lift the spirit” with our customers, consumers and colleagues. 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

To be considered a candidate for this position, you must submit your resume/application and complete the Culture Index Survey:

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.

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

• 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, including:
  • 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.

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

• 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.

None.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

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. 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.