DTC Problem Solver

A collective energy and ambition. A place where you can make a real difference.

We're a company that genuinely cares about our people, our products, our consumers and the environment.

Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.

United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

Role Summary

The DTC Problem Solver role is responsible for supporting the needs of the consumer service and professional oral health teams, especially pertaining to issues or questions around business processes, order fulfillment and inventory. This includes functioning as a communication liaison between DTC warehouse and customer service teams. This position requires a strategic thinker with excellent problem-solving skills and a customer-first mindset.

Role Accountabilities and Responsibilities

Warranty

The Waterpik customer service team manages troubleshooting and warranty replacements for issues with oral health and showerhead products. At least 50,000 warranty items are expected to ship from the DTC warehouse this year. Those warranty orders are a driver in customer satisfaction and brand perception for Waterpik and are dependent on accurate forecasting and inventory monitoring.

Dental Professionals

Waterpik provides discounted oral health products to dental health professionals for marketing purposes. At least 40,000 orders are expected during the current calendar year, with the DTC fulfilling the majority of orders. The effectiveness of this marketing measure is largely dependent on the timely and accurate fulfillment of these orders, which hinges on accurate forecasting and inventory monitoring.

E-Commerce

Orders placed on the Waterpik website and over-the-phone are expected to exceed one million dollars during the current calendar year. Those customers have a more direct experience with our brand and representatives, and prompt and accurate order fulfillment through these channels ensures positive brand perception.

Promotions & Marketing

Marketing campaigns are conducted on a consistent basis, often concurrently, to drive brand exposure and sales around new and existing products. Those campaigns take place via the Waterpik website, email, and/or in-person trade shows. The ability to maintain existing promotions and agility around new campaigns contributes directly to the effectiveness of those campaigns.

Internal Shipments & Product Failure Analysis

Products not included in the internal CRM or products returned by customers for failure analysis by the engineering team require additional attention outside of standard processes. Processing orders of this nature require attention to ensure prompt and accurate fulfillment.

Workforce/Attendance

Agent adherence/attendance is monitored on a daily basis, with occurrences added based on observed adherence and reports from agents and team members. Behavioral trends are reported to management team when necessary.

Reporting Daily Tasks & Reporting

DTC ShipStation Backorder: Split multi-item backorders when applicable. Update part numbers based on communication from buyer/planners. Verify shower head geographic flow rate compliance. Communicate with customer service and buyer/planner teams regarding any inventory shortages/issues. Direct customer follow-up communications as needed.

CRM: Review locked orders, directing updates to customers when needed. Remove obsolete part numbers from CRM item mapping. Communicate updates around MSRP of active items to Marketing and Trade Services.

Shopify: Review all online orders which trigger fraud warnings, present fulfillment issues or exceed designated thresholds, releasing or cancelling orders based on assessment. Direct customer communication around cancelled orders.

Weekly Task & Reporting

Review DTC inventory report and purchase orders, with consideration for DNO status, Memphis inventory, and competing demands. Communicate findings to Forecasters and Buyer/Planners when adjustments are required.

Review unmapped DTC items, mapping as needed. Communicate with Marketing/Trade Services for pricing updates and Digital Team for changes to website.

Security & Compliance

Systems of record managed by the customer service team require regular review and maintenance to ensure compliance with Payment Card Industry standards. Records containing sensitive data are manually purged and audits of interaction records are conducted based on designated cadence.

Operating Knowledge, Skills, and Abilities

• Microsoft Office (Excel, Outlook, etc)
• ShipStation
• Shopify
• Oracle
• CRM (in-house customer management system)
• E-Portal
• Avaya Phone System
• Encore DVS (workforce management and call-capture software))
• Oral Health and Shower Head product knowledge

Education and Experience

• High school education or equivalent (Post HS graduate studies or degree preferred)
• At least three years prior experience in customer service and/or business administrative role
• Must be computer literate and demonstrate the ability to learn new software and computer systems
• Must have excellent oral and written skills in order to communicate effectively with all internal and external customers

Required Training

• On-the-job training

Other Qualifications & Physical Requirements

• Sedentary job involving heavy data entry and phone traffic
• Must be able to make quick and accurate decisions
• Must be able to provide accurate information to both employees and the general public on a professional level
• Use of a headset microphone is required

Reporting Relationship: Sr. Manager, Customer Service

Supervisory Duties: None

Salary and Benefits

Water Pik, Inc., a partner company of Church & Dwight Company, Inc., supports our employee's wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Estimated pay: $28.03 - $39.93 Hourly.

Medical, Dental, Vision Insurance / Healthcare and Dependent Care Flexible Spending / Health Savings Account / Lifestyle Flexible Spending Account / Commuter Reimbursement Account / Vacation / Holiday / Sick Time, Pandemic Leave under the Colorado Healthy Families and Workplaces Act / Short and Long Term Disability / New Parent Leave / Life & AD&D / Spouse/Child Optional Life / Supplemental Life & AD&D / Family and Medical Leave / Bereavement

Adoption Assistance / Tuition Reimbursement / Employee Assistance Program / Identity Theft Protection / Critical Illness Insurance Savings and Profit Sharing Plan / 401(k) Match / Employee Stock Purchase Plan / Discretionary Bonus.

This information is provided in compliance with the Colorado Equal Pay for Equal Work Act and is the company's good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

Church & Dwight is proud to be an Equal Opportunity Employer/Veterans/Individuals with Disabilities.

For more information on our company, our brands and our culture visit us at http://www.churchdwight.com/