Customer Service Associate II

Texas A&M University System • College Station, TX

5d • Onsite

About The Position

We are looking for a customer-focused, detail-oriented professional who thrives in a fast-paced environment and enjoys managing a wide variety of responsibilities throughout the day. We need someone who is proactive, adaptable, and driven to take initiative. The ideal candidate is adept at managing returns and refunds, handling customer inquiries, processing orders and payments, and researching shipment/delivery issues while providing exceptional customer service with a positive attitude. Success in this role requires strong organizational skills, the ability to balance shifting priorities, and a commitment to accuracy. This position plays a critical role in keeping daily operations running smoothly, from processing transactions and maintaining records to supporting print releases and backorder fulfillment. If you enjoy staying busy, solving problems, and taking ownership of your work in a collaborative environment, we encourage you to apply.

Requirements

• High school diploma or equivalent combination of education and experience.
• Three years of related experience.
• Knowledge of word processing, spreadsheet, and database applications.
• Strong verbal and written communication skills.
• Strong customer service skills and detail oriented.
• Ability to multitask and work cooperatively with others.

Nice To Haves

• A cover letter and resume are strongly recommended and will help in our review.

Responsibilities

• Provides excellent customer service support for both external and internal customers of the University Press.
• Greets walk-in customers.
• Answers multi-line telephone system, screen calls, and route to additional staff as needed.
• Acts as a liaison between business operations and other units within the Press.
• Responds to customer request for proof of deliveries, price and availability, invoice copies, mis shipments, damaged or lost in mail claims, discount, and price discrepancies.
• Researches, corrects address, and reships “Return to Sender” packages.
• Research customer complaints and helps to resolve issues.
• Composes business-related correspondence and email.
• Retrieves and processes book orders via Press website, email, phone, fax, walk-ins, and mail.
• Retrieves EDI orders and uploads into Naviga (Press’s fulfillment and inventory system).
• Acknowledges receipt of EDI and creates invoices for orders.
• Creates and routes orders to the warehouse after verifying accuracy.
• Creates print-on-demand orders, transmits, and receives the files to the supplier via FTP site.
• Uploads confirmation of print-on-demand orders shipping from supplier.
• Monitors reports for exceptions and corrections.
• Processes eSales from sales reports sent in by various 3rd parties that sell our eBooks.
• Processes Mare Nostrum consignment orders.
• Receives payment for invoices.
• Releases backorders daily for new inventory and replenishment stock.
• Verifies accuracy of backorder invoices before sending to the warehouse for shipping.
• Releases payments for website backorders via a 3rd party payment processor.
• Processes daily confirmations into Naviga.
• Processes returns for customers.
• Verifies credit memos for accuracy before sending to customer.
• Maintains customer accounts.
• Receives, sorts and routes incoming mail.
• Prepares daily check log for incoming payments to be deposited.
• Matches remittances to customer accounts and outstanding credits.
• Assist in verification checks for new customer request.
• Performs daily routine filing.
• Performs file retention as needed.
• Scans files and records as needed.
• Verify accuracy of seasonal title information imported into Naviga.
• Assist with annual physical inventories for TAMU Press as well as the Consortium publishers.

Benefits

• Medical, prescription drug, dental, vision, life and AD&D, flexible spending accounts, and long-term disability insurance with Texas A&M contributing to employee health and basic life premiums
• 12-15 days of annual paid holidays
• Up to eight hours of paid sick leave and at least eight hours of paid vacation each month
• Automatic enrollment in the Teacher Retirement System of Texas
• Free exercise programs and release time
• All employees have access to free LinkedIn Learning training, webinars, and limited financial support to attend conferences, workshops, and more
• Educational release time and tuition assistance for completing a degree while a Texas A&M employee
• Living Well, a program at Texas A&M that has been built by employees, for employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED