Customer Service Representative

Macmillan • Gordonsville, VA

2d • Onsite

About The Position

MPS, a division of Macmillan Publishers, a leading US publisher of Trade and Academic titles, has a job opening for a Customer Service Representative in our Gordonsville facility. MPS provides back office support, warehousing, and, fulfillment for Macmillan US, and is their primary distribution facility for North America. Purpose of the Role: The Customer Service Representative acts as the key MPS representative in the customer relationship with MPS/Holtzbrinck Publishers, LLC. Their job performance is a major factor in the impression that MPS/Holtzbrinck Publishers has in the marketplace and industry. The CSR is the first contact point for accounts that have inquiries or questions relative to service, ordering, account status, shipping/receipt, or discounts.

Requirements

• High School diploma or equivalent
• EXPERIENCE: One to three years of related experience and/or training; or equivalent combination of education and experience.
• LANGUAGE SKILLS: The ability to read and interpret documents such as order forms, claim forms, computer generated reports and procedures manuals. Ability to write routine correspondence. Ability to speak effectively to customers or employees of the company.
• MATHEMATICAL SKILLS: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate discounts using computer generated reports/screens and company policies.
• REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form, deal with situations with multiple variables.
• OTHER SKILLS AND ABILITIES: Computer skills to meet and maintain 3500 keystrokes per hour. Proficient with Microsoft Word, Excel, VISTA, and WMS. Use of calculator, copier, and fax machine.
• Personal effectiveness and professionalism
• Customer focus
• Relationship building/ teamwork
• Innovation and change
• Problem Solving

Responsibilities

• Receives inquiries and questions via mail, phone, fax, or e-mail and requires follow-up in a timely, professional, and courteous manner with accurate information and conveyance of company sales, returns, and discounting policies.
• Manages and follows through on customer questions and inquiries, received by phone, fax, or mail (i.e. title price and availability information, invoicing/shipping/delivery questions [price, discounts, and quantities] and basic questions on our sales, payment and discounting policies)
• Works with related departments to resolve accounting and shipping issues, leading the research to determine status on prior orders, proofs of delivery and discount discrepancies.
• Acts as support and back-up for the Trade, College, High School, and specific customers.
• Handles daily volume of work across telephone and email inquiries, including balancing workload between telephone (on demand) and manual (background) tasks.
• Maintains files of customer queries, responses, and follow-up items allowing management to track history and identify endemic or systemic issues for resolution.

What This Job Offers

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