Description:
You are a dedicated customer service specialist who prides themselves in delivering exceptional customer experiences and building productive relationships. You are known for your strong communication skills and your ability to multi-task. You are comfortable in an ecommerce environment and enjoy learning new tools and systems to deliver enhanced customer experiences. As a customer service professional, you excel at upholding a high-quality customer experience through strong processes, leading customer service techniques and delivering effective problem resolution. You value customer feedback and sharing insights with team members in order to continuously improve of customer care and support.
What You’ll Do:
Customer Service and Account Management
- Respond to customer inquiries and correspondence in a prompt and accurate manner, including available material, pricing, shipping and permissions, and return policies, ensuring Ivey Publishing is able to meet their needs in an efficient and timely manner.
- Establish positive relationships and provide high-quality service (professional, prompt, courteous) to all Ivey Publishing customers through chat, email, telephone or in person to facilitate their usage of Ivey material.
- Promote the use of Ivey material based on the subject matter of customer requests, suggesting alternative material when appropriate.
- Identify opportunities to better serve customers through improvements to Ivey Publishing service, products, and/or procedures, making recommendations to the Associate Director.
- Effectively support the sales team and sales initiatives by ensuring the integrity and accuracy of the CRM, including regularly inputting new information on existing and new clients in order to develop royalty reports, future market data, and promotion and tenure data.
- Develops and maintains vast knowledge of the products and services being offered.
- Regularly reviews and responds to customer satisfaction survey and prepares monthly tracking reports for the Associate Director, Marketing & Sales to identify trends and issues
- Communicates customer feedback to various teams—including technical and marketing departments—in order to improve the overall customer experience.
- Manage booking and administrative tasks for conferences, as directed by Associate Director, Marketing & Sales
Order Fulfillment
- Process all orders within two business days, ensuring orders are produced accurately and meet the highest quality standards
- Accepts orders from customers (via ecommerce store front or email) and reviews the details to ensure all information is accurate and complete, verifying and clarifying any questionable information where required.
- Grant permission to reproduce products as required, ensuring compliance with all legal requirements.
- Place orders with Harvard Business School for products not covered by Ivey’s distribution agreement.
- Produces accurate documentation for all orders to ensure product delivery is accurate and timely, including invoice creation and adjustment
- Enters order information accurately in Ivey Publishing database; determines customer additions or modifications.
Administration
- Process all academic account registrations, verifying academics credentials as required.
- Assist as required with workshop registrations and invoice processing.
- Review courier statements and investigate irregular charges as required.
- Upload invoices to financial reporting system on a daily basis.
- Partner with Ivey Finance on overdue accounts, cheque payment management, and accounts receivables; as required, follow up on overdue accounts, authorize short payments or cancellations on invoices.
- Maintain inventory of office supplies, complete orders as required.
- Monitor and complete sales reports and communications, including course pack sell through, single case orders, and shopping cart abandonment.
- Process invoices and expenses for the sales and marketing team and Director as requested.
- Perform administrative tasks related to record keeping, archiving, and data updates, including sales lead and contact imports, de-duplicate program, and Visa reconciliation.