Anywhere, US
Requisition ID: 1318
Salary Range:
$17.00 To $18.00 Hourly
Junior 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 Media Source, where your passion for customer service will thrive in a supportive and rewarding environment. Join us today!
Media Source is the parent company of Junior Library Guild, AKJ Education, Library Journal, School Library Journal, and The Horn Book. We serve librarians through trusted brands that support collection development, provide professional book reviews, and deliver thought leadership. Our curated products, events, and publications help library professionals stay informed, build strong collections, and connect with their peers.
Media Source is proud to be an Equal Opportunity Employer.
