Schiffer Publishing, Ltd. (Atglen, PA) is a family-owned publisher with more than 5,700 titles in print and a broad catalog of books, including non-fiction books on art, decorative arts, architecture, design, antiques, military history, maritime subjects, photography, fashion, house and garden, food, history, crafts, woodworking, regional topics, and more. Located on the Schiffer Book Farm near the Chester/Lancaster county line, we are two miles from the Parkesburg station on Amtrak's Keystone Line.
Customer Care Representative
The role of Customer Care Representative at Schiffer Publishing is an integral part of the business efficiencies that occur daily. The main focus of this job is to provide each caller, whether a customer, vendor, or author, the best experience possible. The person in this role must be patient, and conscious of producing high quality, detailed work based on established procedures and guidelines. Because this role requires processing orders, payments, and email requests, not to mention staying on top of inventory, consistent, error-free work output is essential. Although this person must have a strong ability to multi-task, they must also learn to complete a single assignment and prioritize correctly in order to ensure accuracy. Job knowledge and competency are built through structured step-by-step training and positive, supportive coaching from management and peers. Communication with others is based on knowledge of repetitive job routines, and makes this person a “go-to” for team members who may have particular questions about a book. Because of the repetitive nature of tasks, this person will quickly become an expert, technical in nature, who’s role is critical to the team’s and business’ success.
Role and Responsibilities
- The ability to ensure a positive experience with our customers (and authors) by working to give each caller or visitor the highest quality of service. This includes placing orders, answering product and service questions, and solving problems, when they occur, in a courteous and professional manner.
- Manage inbound communications
- Answer phones professionally and with respect
- Forward, answer, or process emails received to main email address, website, and voicemail
- Support inside sales initiatives, make outbound calls to connect with current customers and prospects
- Process orders including those faxed, emailed, mailed, internal, and EDI
- EDI – Pull orders, confirm, edit, and update in Vendor Central for Amazon
- Process credit card orders daily and transmit credit card payments
- Print, sort, and deliver orders to the warehouse
- Process customer returns and coordinate credits
- Credit Application – process/check/approve
- Maintain up-to-date records and contact information for customers and authors
- Schedule incoming containers delivery with freight forwarder and coordinate with warehouse
- Create records for new books and manage all books in inventory management system
- Prepare and release customer backorders for new releases and inventory
- Communicate new releases to each external rep and in-house team member
- Prepare spreadsheets for external reps and in-house team to alert them of new titles arriving
- Update product metadata management to customers
- Upload images to customer portals including Amazon, Schiffer, Barnes and Noble and Edelweiss
- Keep warehouse inventory up to date/accurate
- Month-End processing of orders and inventory
- Catalog Requests and Weekly catalog mailing
- Complete any projects given to them by the Customer Care Manager
- Assist with special projects
Qualifications and Education Requirements
- High school diploma
- Strong computer skills in order processing and inventory/order management
- Previous experience in Customer Service preferred
Preferred Skills
- Good communication skills
- Able to work independently, as well as work with the team
- Microsoft Office application experience a plus
- Detail oriented; able to work fast paced with minimal mistakes
- Strong level of organization; able to manage time and prioritize tasks
- Excellent problem solving skills
- Good verbal communication
- Multi-tasking is a must
Physical Requirements:
- Might be in a stationary position for a considerable time (sitting/standing)
- This person in the position needs to move inside the office to access file cabinets, office machinery, etc.
- This person will need to be able to interact with the warehouse and be able to a pull a book if needed.
