This company is looking to recruit a Customer Service Account Manager who is fluent in a European language to be responsible for assigned group of library and institutional customers providing a full range of support services, responding to written and telephone enquiries, researching and resolving any problems, and communicating on all of their services.
Acting as the primary point of contact for all customers and responding to enquiries about all services, both UK and US, including firm and continuation orders, approval processes and print and digital products. Providing outstanding customer service to customers, taking ownership of customer issues, developing a strong and mutually beneficial relationship.
Key Responsibilities:
- For assigned group of customers serve as primary service contact by phone and by email.
- Work collaboratively with Customers, Sales Managers and Collection Development Managers.
- Communicate in a professional and courteous manner providing information regarding customer account and service matters to Sales, Operations and other stakeholders.
- Work collaboratively with cross functional operating teams to solve problems and to prevent customer errors.
- Respond to customer requests quickly, accurately and meticulously in a professional and courteous manner.
- Troubleshoot digital and print acquisition issues and related technical services such as cataloguing records and electronic invoicing.
- Record customer activity on the Customer Relationship Management database.
- Proactively monitor and manage customer live orders.
- Provide GOBI training to customers as needed via phone or webinar, and educate customers about GOBI Library Solutions. Look for and develop potential growth opportunities within existing accounts.
Skills and Experience
- Fluent in French, Spanish or Italian to a business level
- Knowledge and experience of the book trade either on the print or digital side.
- High level of oral and written skills essential.
- Exceptional customer service ethos and positive attitude.
- Knowledge and experience of Microsoft Applications (Outlook, Word, Excel and Access).
- Able to prioritise work and meet deadlines.
- BA degree qualification desirable in Library Management systems or equivalent subject.