**Experienced Customer Service Representative – Library Industry Expert with Passion for Delivering Exceptional Customer Experiences**

About Junior Library Guild and Media Source, Inc.

At Junior Library Guild and Media Source, Inc., we are passionate about revolutionizing the way libraries and classrooms access high-quality literature and educational resources. As a leading provider of book subscription services and educational solutions, we strive to empower young readers and educators with the tools they need to foster a lifelong love of learning. Our commitment to diversity, equity, and inclusion drives our mission to provide inclusive collections that delight and engage all students.

Job Summary

We are seeking an experienced Customer Service Representative to join our team, who shares our passion for delivering exceptional customer experiences and is dedicated to helping us achieve our mission. As a key member of our customer-facing team, you will be responsible for providing swift, convenient, and precise solutions to customer inquiries and concerns, while collaborating with internal departments to ensure seamless communication and issue resolution.

Key Responsibilities

* Data entry of orders into our ERP system, SAP B1, and CRM system, Microsoft Dynamics, to ensure accurate and timely processing of customer transactions. * Liaising with Purchasing and Warehouse teams to provide customers with shipping and inventory updates, ensuring timely and efficient delivery of products. * Addressing questions and resolving issues related to book subscriptions, shipments, billing, magazine subscriptions, and general customer concerns, providing second-level support when required. * Outbound contacts to customers for payment and/or purchase order status, ensuring prompt communication and resolution of any issues. * Fulfilling additional tasks as assigned to meet business needs, demonstrating flexibility and adaptability in a fast-paced environment. * Collaborating with the Operations Team to assist with metadata, issue tracking, and other tasks that may arise, ensuring seamless communication and issue resolution.

Qualifications

* Proven track record in previous customer service roles, consistently meeting or exceeding company expectations and goals, with a strong focus on delivering exceptional customer experiences. * Comfort and experience with phone and chat platforms, with the ability to communicate professionally through written and verbal channels. * Proficiency in data entry, typing, and 10-key, with the ability to accurately and efficiently process customer transactions. * 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, with the ability to effectively utilize these tools to manage customer interactions and resolve issues.

Essential Skills and Competencies

* Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders. * Strong problem-solving and analytical skills, with the ability to effectively resolve complex customer issues. * Ability to work independently and as part of a team, with a strong focus on collaboration and communication. * Strong attention to detail and organizational skills, with the ability to accurately and efficiently process customer transactions. * Ability to adapt to changing priorities and deadlines, with a strong focus on flexibility and adaptability.

Career Growth Opportunities and Learning Benefits

At Junior Library Guild and Media Source, Inc., we are committed to providing our employees with opportunities for growth and development. As a Customer Service Representative, you will have access to: * Structured training and onboarding program, designed to ensure your success in the role. * Ongoing coaching and feedback, to help you develop your skills and competencies. * Opportunities for professional development and advancement, with a focus on promoting from within. * A supportive and inclusive work environment, where you can thrive and grow as a professional.

Work Environment and Company Culture

We are proud to offer a dynamic and supportive work environment, where you can thrive and grow as a professional. Our company culture is built on a foundation of: * Inclusivity and diversity, with a strong focus on promoting equity and inclusion. * Collaboration and teamwork, with a focus on building strong relationships with customers and internal stakeholders. * Innovation and creativity, with a focus on developing new and innovative solutions to meet customer needs. * Professionalism and integrity, with a strong focus on delivering exceptional customer experiences.

Compensation, Perks, and Benefits

We offer a comprehensive 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. * Employee book purchase discount program.

How to Apply

If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! Apply for this job