Job Description

Primary responsibility for supporting the Customer Service Department. Providing administrative and system support to the team who provide customer service support to librarian and business customers.

• Supporting a team of Customer Service Account Managers in administrative tasks such as.
• Processing orders
• Processing credits
• Updating account details
• Managing customer claims
• Producing sales report data
• Communicate in a professional and courteous manner information regarding customer account and service matters to Sales, Operations, and other stakeholders.
• Work collaboratively with cross functional operating teams to solve problems and to prevent customer errors.
• Respond to customer requests quickly, accurately and meticulously in a professional and courteous manner.
• Troubleshoot digital and print acquisition issues and related technical services such as cataloging records and electronic invoicing.
• Proactively monitor and manage customer live orders communicating delays and working closely with the purchasing team to manage orders in progress.
• Take on projects on an ad hoc basis.

Required Knowledge, Skills, and Abilities

• High level of oral and written communication essential.
• Excellent knowledge and experience of Microsoft Applications (Outlook, Word, Excel and Access) is essential.
• Experience in working in order management systems and CRM systems is preferred.
• Ability to priorities work and meet deadlines.
• A strong analytical and technical understanding.
• A second language is highly desirable.