at Baker & Taylor in Commerce, Georgia, United States
Job Description
Job Details
Job Location
Commerce Book Service Center - Commerce, GA
Customer Account Rep - Customer Service
Position Summary
Serves as the primary internal contact for customers in resolving customer concerns and inquiries. "Ownership" of the customer and their satisfaction is the key responsibility of this position. Communicates verbally and in written form with customers, internal departments, and sales staff to accomplish customer requirements and customer service goals.
Essential Duties and Responsibilities(The following statements describe the general nature of work being performed in this job. They are not intended to be an exhaustive list of all duties. Additional responsibilities may be assigned by management):
Serves as the primary internal contact for customers and maintains ownership and responsibility for service-related issues with Baker & Taylor systems and services.
Articulately communicates with customers, sales staff, and internal departments via phone, fax, mail, and the Internet within established time lines.
Uses initiative and discretion to resolve customer concerns with win-win solutions for the company.
Researches customer concerns and performs root cause analysis to determine cause and necessary resolution to be implemented. Performs order maintenance and provides customer reports such as backorder status within established timelines, using multiple software systems including SOP, Exeter, OEBT, TOLAS, OCS etc
Interacts with service center personnel regarding customer comments and customer service activities to ensure customer requirements are met. Works as a team with outside sales representatives to resolve customer issues and maintain successful business relationships with customers.
Directs the maintenance of customer profiles to meet customer requirements.
Maintains department and personal Service Level Agreements, goals, and productivity standards.
Maintains an active and up-to-date knowledge of B&T products, services, and technology (including electronic services) and promotes their effective use to accommodate customer needs and encourage sales.
Performs OEBT entry of service replacement orders, bill onlys, bill-in-advance, etc.
Qualifications
Associate's degree and one to two years of experience in a business office, publishing or sales environment dealing with customers or equivalent combination of education and experience.
SOP, Exeter, fax, copier, keyboard familiarity. Knowledge of PC based systems (MS Word and Excel).
Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals. Ability to write routine reports and correspondence and speak effectively to customers or employees of organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists and interpret instructions furnished in written, oral, diagram, or schedule form.
At Baker & Taylor, we embrace the unique perspectives and experiences of our team members, customers, and communities. Together we celebrate a culture that facilitates and inspires lifelong learning.
Diversity
We are made stronger by the expertise and insights of team members and customers with different experiences and backgrounds.
Equity
The unique contributions of our team members and customers enable us to create an environment that offers possibilities for everyone.
Inclusivity
We foster an inclusive workplace where everyone's voice is heard, and each team member is empowered to bring their authentic self to work every day.
