About DHC
About DHC

Careers

Positions open in San Francisco, CA
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Positions open in Mechanicsburg, PA
Customer Care Manager
Retail Sales Brand Manager

Customer Care Manager

Summary: Responsible for the overall daily operation of the Call Center and Customer Service by performing the following duties personally or through subordinate supervisors.

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

  • Responsible for the overall daily operations of Call Center and Customer Service activities.
  • Sets and achieves department goals and results by using ‘best practices’ leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.
  • Determines customer service requirements by reviewing operational environments in alignment with company objectives through various forums such as; forming focus groups; benchmarking best practices; analyzing information and applications to ensure the highest level of customer satisfaction.
  • Establishes and maintains quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, technical and call observation audits, reports and practices. Provides direct and timely feedback to all staff on the results.
  • Conducts regular meetings, communications and training to establish and achieve goals, as well as continuing development of service level standards and team expectations.
  • Oversees policies and procedures and directs the activities of team to ensure timely customer and employee satisfaction as well as Company profitability.
  • Communicates all information to team members regarding special promotions and sale items.
  • Develops, designs, and improves Call Center and Customer Service policies and procedures, and implements upon approval by executive management, to ensure consistent timely customer service and satisfaction.
  • Determines work schedules to ensure adequate coverage for customer inquiries.
  • Actively participates in alliance with the Supervisors to hire, develop, and review employee performance.
  • Prepares reports for Executive Management on CC staffing, efficiency and service levels.
  • Troubleshoots and resolves non-routine customer complaints.
  • Resolves major problems with orders, delivery dates, or service. Analyzes and rectifies customer concerns using established procedures.
  • Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Administer employee product purchase program.
  • Analyzes and summarizes data on all facets of the operations and making appropriate recommendations.
  • Is familiar with the application of commonly used concepts, practices, and procedures within Company and the department.
  • Demonstrates the ability to interpret and apply DHC policies, procedures, concepts, and practice on a consistent basis.
  • Creates and manages the department’s employee recognition program.
  • Effectively communicates with all levels of staff.
  • Problem solves and use sound judgment.
  • Flexibility to perform additional job duties as assigned.

Supervisory Responsibilities

Manages 3-4 subordinate supervisors who supervise up to 35 employees in the Call Center. Is responsible for the overall direction, coordination, and evaluation of the Call Center personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience

A Bachelors degree preferred and at least 4 years of working experience in a managerial role.

Other Skills and Abilities

Strong work ethic and excellent motivation skills. Working knowledge of basic business principles and concepts. Intermediate MS office skills; Ability to multi-task and cope with pressure and multiple deadlines Extremely thorough, accurate and consistent work style Pro-active nature, proficient at multi-tasking without supervision Developed organizational and writing skills Trustworthy and can handle confidential information with extreme discretion.

No agencies please! Sorry, we are not able to provide sponsorship. Only qualified candidates will be contacted.

Please submit your cover letter and resume to: https://workforcenow.adp.com/jobs/apply/posting.html?client=dhcusa&ccId=19000101_000001


Retail Sales Brand Manager

DHC is seeking to fulfill a newly created role of Retail Sales Brand Manager responsible for identifying, creating and implementing compelling strategies for acquiring new national and regional retail accounts to elevate the DHC Brand in the US and Europe marketplaces. This position is also responsible for developing and rolling out scalable initiatives for DHC's existing retail channels to facilitate continual growth and Brand recognition. The Retail Sales Brand Manager is responsible for driving key metrics, like sales Return on Investment (ROI), through each step of the sales process. Opportunity management, recognizable sales channels and forecasting are vital.

Responsibilities will include, but are not limited to:

Business Functional Results

  • Identify, create and champion brand strategy and brand building efforts in new market places, as well as service and develop strategies within our existing customer base across the US and Europe
  • Proven ability to obtain product evaluation with key national retailers
  • Responsible for expanding and strengthening existing customer relationships
  • Demonstrated ability in preparing and delivering sales presentation to national accounts
  • Review retail sales goals and implement strategy to reach goals; work with internal and external customers regarding sales issues; regular review/evaluation of customer account sales orders
  • Participate in the development of seasonal marketing plans for key retail partners
  • Achieve assigned quantitative and qualitative sales goals and company imperatives
  • Create and conduct sales presentations
  • Identify cross-selling opportunities to expand Brand recognition
  • Plan and execute in-store consumer marketing initiatives for retail partners
  • Continually seek incremental volume opportunities in existing accounts, as well as develop new sales opportunities

Managing Execution

  • Collaborate with CRO to create, develop and implement sales strategy for individual accounts
  • Track and meet budgeted sales targets by category; partnering with the CRO and Corporate Management to ensure priorities are identified and deadlines set to meet the desired results
  • Create, implement and monitor sale benchmarks such as written sales, average sale, traffic, and staffing where applicable; provide department analysis reporting percentages and volume on a monthly basis

Managing Relationships

  • Maintain and foster better relationships with counterparts, customer accounts and key customer figures
  • Collaborate with the CRO in the creation and execution of the annual strategic business plan
  • Build relationships with Vendors, Brokers and communicate with external and internal customer contacts on a regular basis to ensure high-level of customer satisfaction is maintained
  • Accountable to provide on-going and on-request reports to internal and external customers
  • Interface with multiple departments across the organization to ensure customer requirements are managed accordingly

Supervisory Responsibilities

  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
  • Seek and engage the Team members for their insight on plans and proposed projects; provide sales team leadership with timely updates as required; support and develop staff or contracted personnel; maintaining sales quotas and developing goals
  • Participate in the hiring of staff or contracted services, administering performance reviews, and applying disciplinary actions as necessary
  • Participate, develop and coordinate product education and training to increase customer’s knowledge and familiarity with the DHC Brand products

Competencies

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 and/or Experience

  • At least eight (8) years of related sales experience with strong customer focus
  • Bachelor Degree in Business, Finance or related field required
  • Must have a minimum four (4) years of experience managing people and/or retail related projects
  • Functional Knowledge and Business Expertise Required
  • Exposure to a networked environment using a Windows and/or Windows like interface
  • Proficient use of Microsoft Office Products for communication and presentation
  • Ability to use company information systems
  • Experience within the Health and Beauty industry preferred
  • Ability to travel as required, both within the US and Europe

No agencies please! Sorry, we are not able to provide sponsorship. Only qualified candidates will be contacted.

Please submit your cover letter and resume to: https://workforcenow.adp.com/jobs/apply/posting.html?client=dhcusa&ccId=19000101_000001