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SalaryJunior Library Guild is a book subscription service that curates high-quality titles for school and public libraries, providing access to a diverse selection of literature tailored to young readers' interests and educational needs. We are currently seeking a Customer Service Representative to join the Junior Library Guild Team, to contribute to our mission.
In this role, you will operate independently, delving deep into understanding customer needs and delivering swift, convenient, and precise solutions to their inquiries and concerns. Your responsibilities will encompass managing calls, emails, chats, and cases from both customers and internal departments, utilizing various systems to access customer data, investigate issues, and resolve their queries. Additionally, you will collaborate with the Operations Team, assisting with metadata, issue tracking, and other tasks that may arise.
Key Responsibilities:
- Data entry of orders into our ERP system, SAP B1.
- Data entry of quotes/orders into our CRM system, Microsoft Dynamics.
- Liaising with Purchasing and Warehouse teams to provide customers with shipping and inventory updates.
- Addressing questions and resolving issues related to book subscriptions, shipments, billing, magazine subscriptions, and general customer concerns.
- Providing second-level support to tackle more complex problems, when required.
- Outbound contacts to customers for payment and/or purchase order status.
- Fulfilling additional tasks as assigned to meet business needs.
Qualifications:
- Proven track record in previous Customer Service roles, consistently meeting or exceeding company expectations and goals.
- Comfort and experience with phone and chat platforms.
- Proficiency in data entry, typing, and 10-key.
- Aptitude for rapidly implementing coaching, feedback, and training to enhance individual performance and elevate the customer experience.
- Proficiency in Microsoft Office, including Outlook, Word, and Excel.
This role necessitates individuals who thrive in a fast-paced, ever-evolving environment, possess exceptional multitasking abilities, and exhibit unwavering attention to detail. You will work both independently and as part of a team, requiring the capability to communicate professionally through written and verbal channels.
The Customer Service role will report to the Customer Service Manager.
At JLG, we offer a compelling benefits package, including:
- Comprehensive health insurance, encompassing dental and vision coverage.
- Participation in flexible spending accounts for healthcare and dependent care.
- Progressive PTO accrual, with additional days awarded for longevity, all major holidays, two floating holidays, and one volunteer day per year.
- Long-term and short-term disability coverage, as well as life insurance.
- 401(k) eligibility with a 4% full company match, after 3 months.
- Monday through Friday work schedule, eliminating the need for travel or weekend work.
- Structured training and onboarding program.
- Employee book purchase discount program.
Embark on a fulfilling career journey with MSI, where your passion for Customer Service will thrive in a supportive and rewarding environment. Join us today!
About Media Source, Inc.:
We’re rewriting the book on services for libraries. Librarian and educators have trusted the thoughtfully curated collections from our family of platforms. We love books as much as they do. Media Source, Inc, (MSI) is committed to getting the best books into the hands of readers so they can nurture their own lifelong love of learning.
Today, MSI’s iconic, independent brands – AKJ Education, Junior Library Guild, Library Journal, School Library Journal, and The Horn Book continue to innovate as we provide outstanding resources for libraries and classrooms.
- The highest quality independent reading offerings (95% of selections win literary awards).
- Inclusive collections to delight and engage all students.
- Curriculum-aligned collections, subject learning packs, STEM & hands-on resources.
- Thought leadership, insights, data, and solutions.
- Access to industry leaders across the spectrum through webinars, conferences and professional development.
MSI is proud to be an Equal Opportunity and Affirmative Action Employer. We are dedicated to promoting equity and inclusion, and we actively seek out, nurture, and retain talent from diverse backgrounds. Join us in our journey towards a more inclusive and equitable future.
