Join the DHC team

Customer Service Specialist - San Francisco, CA

We are seeking a Customer Service Specialist at our US corporate office. This person will be responsible for making and receiving phone calls, processing orders, preparing correspondences, and fulfilling customers’ needs to ensure customer satisfaction to our wholesale customers, web affiliates, and Japanese-speaking customers. This role will also provide administrative service and support for DHC’s affiliate sales program. This is a full-time position with M-F 8-5 work hours.

Essential Duties and Responsibilities include the following but are not limited to:

• Answer and respond to inbound calls, faxes, and emails; process orders, returns, and exchanges; respond and resolve requests, complaints/problems and inquires received from wholesale customers, web affiliates, and Japanese-speaking customers.
• Track shipments; account payment collection, entry and reconciliation
• Respond to requests and inquiries regarding products, product materials, and contract-related issues.
• Manage, maintain, and track wholesale/affiliate purchase orders and correspondences.
• Create monthly sales total report, store report, and monthly statements.
• Ensure wholesale customer contract compliance; make collection calls when necessary.
• Maintain accurate wholesale customers/affiliates database
• Assist wholesale customers and affiliates with coordination/implementation of marketing materials and other activities to maximize sales/distribution.
• Complete checklists to validate wholesale and affiliate candidates are within guidelines; make recommendations for acceptance or rejection; and communicate acceptance or rejection.
• Coordinate with web team regarding the creation of banner ads and text links.
• Perform periodic checks of affiliate websites to ensure compliance within established guidelines.
• Assist with quality assurance for DHC website

Minimum Qualifications:

• At least 1-year experience in customer service
• Excellent written & verbal communication skills
• Excellent phone, order entry, and customer service skills
• Fluency in spoken Japanese
• Excellent organizational skills
• Ability to multi-task and handle pressure well
• Ability to work independently under minimum supervision
• Proficiency with MS Excel and Word
• Strong interest and knowledge in skincare products

Please submit your resume, cover letter and salary expectations to employment@dhccare.com or fax to (415) 544-0750. No phone calls or 3rd party recruiters. Include in subject line "Customer Service Specialist - <YOUR NAME>". DHC is an EEO employer.

Thank you for your interest in DHC USA Inc.

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Accounting Supervisor - San Francisco, CA

We are seeking an Accounting Supervisor at our US corporate office. This person will be responsible for coordination of all accounting functions at the corporate office. Additional responsibilities will include the supervision of four accounting clerks and one payroll clerk, month-end close, financial statement review and analysis, preparation of taxes, and reports for headquarters.

We are looking for someone who:

• Has a Bachelors degree, preferably in Accounting or Finance
• Has strong command of Microsoft Word and Excel
• Has at least 1 year experience in performing bank reconciliations, preparing journal entries and performing month end closings
• Has strong written and verbal communication skills
• Has good follow-thru and strong analytical and problem solving skills
• Has at least 1 year experience in developing, formalizing and implementing accounting policies and procedures
• Is detail-oriented with excellent organizational skills
• Has ability to work independently and in a team environment
• Has at least 1 year experience preparing property tax returns, sales tax returns, 1099’s, business licenses, SF payroll tax statement
• Has at least 1 year experience with payroll
• Has a strong understanding of US generally accepted accounting principles.
• Is eager to learn
• Is able to maintain a positive attitude working with a broad range of people

Experience in the following areas would be a plus:

• Contract negotiations
• Written and spoken fluency in Japanese
• Peachtree accounting software

Please submit your resume, cover letter and salary expectations to employment@dhccare.com or fax to (415) 544-0750. No phone calls or 3rd party recruiters. Include in subject line "Accounting Supervisor - <YOUR NAME>". DHC is an EEO employer.

Thank you for your interest in DHC USA Inc.

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Customer Service Lead Representative - Mechanicsburg, PA

DHC is looking for a Customer Service Lead Representative to assist Customer Service Representatives with meeting customer requests; assist Customer Service Supervisor in managing customer service workflow.

Essential Duties and Responsibilities:

• Monitor customer service representatives and mail order representatives and serve as the initial quality assurance checkpoint on Customer Service tasks on a daily basis;
• Monitor phone calls by each advisor 2x weekly;
• Identify CS Reps whose performance requires additional support, recommend solutions and escalate to appropriate staff.
• Track CS Rep progress in delivery of CS work on-time and with accuracy.
• Provide daily reporting to CS Supervisor and CS Manager to support overall team workload management and status update.
• Service customers through incoming phone, email, mail, and Customer Service Requests.
• Provide high quality of service with all aspects of customer’s requests
• Accurately, completely and in accordance with company policy, document customer orders, service requests, and fulfill internal processes.
• Proactively track and plan team scheduling and assist Customer Service Supervisor and Manager in managing team coverage throughout all operating hours.
• Identify customer service problem trends and escalate to Customer Service Supervisor and Manager.
• Serve as a go-to for mail order or customer service staff in equipment and process problems and escalate to Customer Service Supervisor and Manager.
• Actively participate in hiring and training of CS and Mail Order Processing staff.
• Supervise Customer Service Department in the absence of Customer Service Manager and Customer Service Supervisor.
• Provide subject matter expertise and assistance to Customer Service staff, as needed.
• Other duties may be assigned.

Work Shift: Varied hours including weekends.

Education and/or Experience:
Requires a high school diploma or equivalent, and 3+ years of experience in the field or in a related area, and/or has demonstrated knowledge of company policies and procedures.

Physical Demands
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

DHC USA Inc. is an Equal Employment Opportunity Employer. Sorry, we are not able to provide sponsorship.

Seasonal employees receive product discount and free parking.

Please submit your resume, cover letter and salary expectations to employment@dhccare.com, in the subject line list the position for which you are applying.

Thank you for your interest in DHC USA Inc.

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Customer Service Representative - Mechanicsburg, PA

DHC is looking for seasonal and full-time Mail Order Representatives for our call center located in Rossmoyne Industrial Park in Mechanicsburg, PA. The ability to work flexible hours including weekends is a must.

DHC is looking for Customer Service Representatives to process customer orders, assist customers, take inbound calls and return calls from customers.

Essential Duties and Responsibilities include teh following. Other duties may be assigned.

• Processes orders (mail, phone, fax, and web)
• Takes customer service calls, including orders and catalog requests, prepares correspondence, and fulfills customer needs to ensure customer satisfaction in addition to other tasks as assigned.
• Responds to order problems arising after order receipt, service requests including returns and exchanges, inquiries and complaints by phone, mail, email, or fax.
• Is familiar with the application commonly-used concepts, practices and procedures within company and the department.
• Performs a variety of tasks.
• Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions may require exercising some judgment. Works under immediate supervision. Typically reports to a Lead, Supervisor or Manager.

Education and/or Experience:
Requires a high school diploma or equivalent, and 1+ years of experience in the field or in a related area.

Physical Demands
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

DHC USA Inc. is an Equal Employment Opportunity Employer. Sorry, we are not able to provide sponsorship.

Seasonal employees receive product discount and free parking. Full-time employees receive product discount, benefits package and free parking.

Please submit your resume, cover letter and salary expectations to employment@dhccare.com, in the subject line list the position for which you are applying.

Thank you for your interest in DHC USA Inc.

Japanese Bi-Lingual Beauty Advisor - Mechanicsburg, PA

DHC is looking for seasonal and full-time DHC is looking for Call Center Bi-lingual Advisors to deliver the highest quality customer experience to DHC customers speaking either English or Japanese through phone, web and e-mail interactions. Advisors educate, inform, respond to questions and accept orders using company resources, processes, and following company guidelines for customer treatment. Advisors continuously grow their knowledge of all DHC products, pricing and information related to servicing customers. Maintaining a professional attitude and flexibility for change is essential.

Essential Duties and Responsibilities

• Respond to inbound customer phone calls, e-mail and web inquires
• Educate DHC customers about product and customer service policies for customers
• Accurately and completely document all customer interactions (e.g., product orders, catalog requests, etc.) according to company policy and procedure.
• Utilize customer information system, intranet, dhccare.com and any other approved resources in the delivery of the customer’s experience.
• Attend continuous DHC product training.
• Participate in call center operational programs, such as, training, quality, scheduling, morale, etc.
• May be cross-trained in limited customer service processes
• Perform additional job duties as assigned.
• Accurately complete and submit all types of orders, catalog requests and recorded notes to customer accounts to provide a detailed account history
• Provide high-quality service with all aspects of customer requests.
• Provide exceptional service to customers through incoming telephone or web orders
• Provide assistance with website navigation and placing web orders.
• Assist with new employee training as requested by the supervisor or manager.
• Relies on instruction and exercises independent judgment
• Uses application of commonly-used concepts and practices with the company and the department

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. Proficient in Japanese required.

Work Shift: Varied hours Monday through Friday including weekends

Physical Demands
While performing the duties of this Job, sitting for up to 3 hours at a time and responding to customer requests at a computer terminal in an open workstation is required and will use hands to finger, handle, or feel and talk or hear. The employee may occasionally lift and/or move up to 25 pounds on occasion.

DHC USA Inc. is an Equal Employment Opportunity Employer. Sorry, we are not able to provide sponsorship.

Seasonal employees receive product discount and free parking. Full-time employees receive product discount, benefits package and free parking.

Please submit your resume, cover letter and salary expectations to employment@dhccare.com, in the subject line list the position for which you are applying.

Thank you for your interest in DHC USA Inc.

Beauty Advisor - Mechanicsburg, PA

DHC is looking for Call Center Beauty Advisors to be responsible for assisting customers with their telephone web orders and ensuring customer satisfaction. This individual is expected to continuously grow their knowledge of all DHC products, pricing and information related to servicing customers. Maintaining a professional attitude and flexibility for change is essential.

Essential Duties and Responsibilities, other duties may be assigned.

• Service customers through incoming telephone or web orders.
• Provide high-quality service with all aspects of customer requests.
• Detail-oriented in completing orders, catalog requests and information to customer accounts.
• Attend frequent DHC product training.
• Ability to meet goals and performance standards as communicated by the Company.
• Provide assistance with website navigation and placing web orders.
• Communicate effectively with supervisory and management staff.
• Assist with new employee training as requested by the supervisor or manager.
• Basic computer and telephone operations.
• Ability to follow DHC policies, procedures, concepts and practices.
• The flexibility to perform additional job duties as assigned.

Work Shift: Evening hours Monday through Friday including weekends

Minimum qualifications:
Punctuality and attendance are essential in this role. Similar to a retail environment, weekends, holidays and frequent schedule changes are standard in this role. This individual must be flexible, maintain a professional attitude and provide excellent customer service with every request. Take an active interest in meeting the needs of the business as communicated by supervisors and management. Primary job functions may require exercising some independent judgment. Works under immediate supervision. Typically reports to a Lead, Supervisor or Manager.

Physical Demands
While performing the duties of this Job, sitting for up to 3 hours at a time and responding to customer requests at a computer terminal in an open workstation is required and will use hands to finger, handle, or feel and talk or hear. The employee may occasionally lift and/or move up to 25 pounds on occasion.

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.

DHC USA Inc. is an Equal Employment Opportunity Employer. Sorry, we are not able to provide sponsorship.

Seasonal employees receive product discount and free parking. Full-time employees receive product discount, benefits package and free parking.

Please submit your resume, cover letter and salary expectations to employment@dhccare.com, in the subject line list the position for which you are applying.

Thank you for your interest in DHC USA Inc.

Shipping Crew I - Mechanicsburg, PA

DHC is looking for Shipping Crew members to perform basic shipping functions to ensure the accurate and efficient fulfillment of customer orders.

Essential Duties and Responsibilities include teh following. Other duties may be assigned.

• Pick/packs and scans product and sample orders for daily shipments.
• Ensures the successful completion of the pick/pack function in an efficient and accurate manner.
• Prepares package inserts including company catalogs and collateral.
• Prepares pickup and transfers of packages to the appropriate carriers.
• Assists with product labeling.
• Maintains and cleans space, equipment, and supplies.
• Conducts bi-weekly inventory audits and assists in reconciling physical counts.
• Acknowledges all safety guidelines and is compliant with OSHA standards.
• Performs other tasks as assigned.

• Order picking/scanning – less than 1 error per 10,000 orders
• Sample picking/scanning – less than 1 error per 10,000 orders
• Void Fill, Void Fill/Q/C – less than 1 damage per 1,000 orders
• Carton / pallet build of outbound shipments – 400 CPH
• Invoice scanning – no missing invoices / or collateral
• Product labeling – no errors

Work Shift: Monday through Friday 7:30am to 4pm.

Minimum qualifications:
Punctuality and attendance are essential in this role. High school diploma or general education degree (GED); or up to 3 years of experience and/or training; or equivalent combination of education and experience.

Physical Demands
While performing the duties of this Job, the employee is regularly required to stand and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds.

DHC USA Inc. is an Equal Employment Opportunity Employer. Sorry, we are not able to provide sponsorship.

Seasonal employees receive product discount and free parking. Full-time employees receive product discount, benefits package and free parking.

Please submit your resume, cover letter and salary expectations to employment@dhccare.com, in the subject line list the position for which you are applying.

Thank you for your interest in DHC USA Inc.

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