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Customer Service Specialist
4 months ago
The company:
This publisher boasts a prestigious list of over 3,700 titles and a 50-year history of excellence. As a small, independent company, they take great pride in their agility and collaborative team ethos. Recently, they launched a very successful digital collection which is the largest digital archive of archaeological research globally.
The Role:nThey are seeking a customer-focused and meticulous individual to be a core member of our team and oversee all aspects of customer service operations. Your responsibilities will include processing orders, resolving customer inquiries, updating website content, generating sales reports, and coordinating new book releases.
As the main person responsible for customer service and sales operations, day to day you will be trusted with:
·Order Processing: Receive and meticulously handle orders from diverse channels, ensuring precise and prompt fulfillmentn·Client Assistance: Address inquiries from both trade and private customers via email, phone, or online platforms, offering comprehensive support and resolving concerns efficientlyn·Delivery Issue Resolution: Investigate and resolve discrepancies or challenges in deliveries, collaborating with printers, shipping partners, and internal teams for swift resolutionn·System Administration: Employ internal systems for seamless order processing, effective customer management, and the maintenance of data accuracy and integrityn·Sales and Marketing Assistance: Support the sales and marketing team by providing essential marketing materials and coordinating promotional activitiesn·Website Upkeep: Maintain the company website with up-to-date information on new book releases, product details, and relevant content, ensuring accuracy and timelinessn·Sales Reporting: Generate insightful weekly sales reports, identifying trends to aid decision-making processesn·Credit Management: Aid the financial team in credit control duties, including monitoring credit limits and pursuing overdue paymentsn·Mailing List Oversight: Manage the addition of new customers to the mailing list, uphold database integrity, and ensure compliance with data protection regulationsn·New Book Release Coordination: Collaborate with internal teams to ensure the seamless release of new books, facilitating timely updates across systems, websites, and marketing materials
What We're Looking For:
·Strong organisational skills with meticulous attention to detailn·Previous customer service experience, ideally in book publishingn·Proficiency in software systems and platforms for order processing and data analysisn·Excellent communication skills, both verbal and written.n·Ability to thrive in a fast-paced environment and collaborate within a team
As a Customer Service specialist, you'll play a pivotal role in ensuring customer satisfaction and supporting the team's publishing goals.
