Customer Relations Representative

Customer Relations

Duke University Press, Marketing & Sales Group
Position #50237503 (Clerk V)

This position contributes to the overall revenue goals of Duke University Press by providing excellent customer service and advocating for customer needs, as well as by establishing and maintaining relationships with DUP customers.  If interested please visit the Duke University jobs page by clicking the 'APPLY' link below.  Complete the University-required application process for requisition #401570676 prior to close of the position At Noon on Monday, March. 25, 2019.

Job Description

A. Customer Communication and Order Processing
●        Receive and process customer orders for Press products, including books and journals
●        Become knowledgeable about Press products and continually update that knowledge through the Press web site, marketing materials, and internal meetings
●        Serve as a primary representative of the Press and its products to customers; interact with wide audience including faculty, students, book and journal editors, authors, institutions, bookstores, and subscription agents
●        Master fulfillment system for processing of all orders and customer information; maintain accurate account and order information; update and enter new information
●        Process book trade, course adoption, gratis, and pre-paid orders according to departmental protocols
●        Enter course information for adoption orders into fulfillment system
●        Place journal orders through the Sheridan Back Issue Express (BIE) system; place Print On Demand (POD) orders through Sheridan system
●        Process subscription and book claims, using departmental protocols to determine validity of claim
●        Provide price and product availability information to customers upon request
●        Prepare proforma invoices as requested for print and electronic products (excluding collections)
●        Ensure accuracy of proforma information based on current pricing information

B. Customer Service Team
●        Contribute to alignment of Customer department goals including excellent service, customer retention and expansion of customer base
●        Provide feedback to supervisors regarding the efficiency of the customer service process
●        Suggest improvements to the process
●        Work well within group problem-solving situations
●        Participate in departmental retreats and meetings
●        Assume responsibility for special projects as needed such as processing of electronically-transmitted orders, low quantity book returns, subscription cancellations, refunds, and account/order modifications

C. Interdepartmental Collaboration
●        Coordinate efforts with marketing departments
●        Assist with implementation of special sales, discounts, and multi-product deals
●        Provide feedback to marketing staff from customers, including problems or concerns regarding web site information and e-commerce
●        Recommend web site FAQ updates based on customer inquiries
●        Collaborate on annual journals pricing release; collaborate with marketing staff to meet the needs of international, institutional, and consortia customers that may require increased assistance or information
●        Communicate with and respond to requests from internal Press customers/stakeholders; coordinate with customer service supervisors and internal stakeholders to determine priorities
●        Serve as liaison to finance department to confirm receipt of subscription payments, resolve payment questions and discrepancies, and ensure payments are accurately posted
●        Process society life-time memberships

●        Outstanding verbal and written communication skills; excellent reading comprehension
●        Detail-oriented; time management skills; ability to multi-task
●        Basic mathematical skills
●        Writing and proofreading skills
●        Problem-solving
●        Database experience
●        Microsoft Office
Education/Training:  Work requires knowledge of basic grammar, mathematical and clerical principles normally acquired through a high school education.
Experience:  Work requires two years of related clerical/office support experience to become familiar with accepted office organization, accounting and communications practices.  OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.

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Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, genetic information, gender, gender identity, national origin, race, religion, sexual orientation, or veteran status.