This company is the leading UK wholesaler of unique and innovative book solutions. As part of that service they support an all-inclusive Library Service offer to academic libraries and institutions around the world.
Role:
The Customer Service Account Manager is primarily responsible for assigned library customers in the DACH territories (German speaking), BENELUX, Scandinavia and Eastern Europe, providing a full range of support services, responding to written and telephone enquiries, researching and resolving any problems, and communicating all of our capabilities. The successful candidate will act as the primary point of contact for all customers and respond to enquiries about all services, both UK and US, including firm and continuation orders, approval processes, print and digital products.
Key Responsibilities:
- Serve as primary service contact by email and phone for assigned group of customers.
- Communicate information regarding customer account to Sales, Collection Development, Marketing, Operations, and other relevant departments as necessary.
- Interact with other departments to solve problems and to prevent customer errors.
- Respond to all customer requests quickly, accurately and thoroughly in a professional and pleasant manner.
- Troubleshoot digital and print acquisition issues and related technical services such as cataloging records and electronic invoicing.
- Record and monitor customer activity in CRM database
- Provide GOBI training to customers as needed via phone or webinar, and educate customers about GOBI Library Solutions services.
Skills & Experience:
- BA/BS degree qualification or equivalent and library/vendor knowledge preferred. MLS (Master of Library Science) degree is desirable, but not necessary.
- Experience or knowledge of book trade or library function a plus.
- Able to communicate fluently with customers in German, other languages will also be advantageous.
- Exceptional customer service ethos and positive attitude.
- Knowledge and experience of Microsoft Applications (Outlook, Word, Excel and Access).
- Knowledge and understanding of library classifications (LC, Dewey, and NLM)
- Knowledge and understanding of digital content
- Excellent attention to detail and organizational skills.
- Excellent written and oral skills, able to communicate concisely by telephone and email, and do presentations.
- Ability to work on the mainframe AS400 (Power 7) and associated application
- Ability to prioritize and work independently and/or as part of a team
- Ability to spend the majority of day working at a PC.
- Ability to communicate cross-organizationally.
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