Full job description

Macmillan Publishers

Macmillan Publishers is a global trade book publishing company with prominent imprints around the world, publishing a broad range of award-winning books for children and adults in all categories and formats. Macmillan Publishers is committed to our authors, our employees, and to the environment.

Gordonsville

Administration

Berufserfahrene

MPS, a division of Macmillan Publishers, a leading US publisher of Trade and Academic titles, has a job opening for a Customer Service Representative in our Gordonsville facility. MPS provides back office support, warehousing, and, fulfillment for Macmillan US, and is their primary distribution facility for North America.

Purpose of the Role:

The Customer Service Representative acts as the key MPS representative in the customer relationship with MPS/Holtzbrinck Publishers, LLC. Their job performance is a major factor in the impression that MPS/Holtzbrinck Publishers has in the marketplace and industry. The CSR is the first contact point for accounts that have inquiries or questions relative to service, ordering, account status, shipping/receipt, or discounts.

Key Responsibilities/Tasks:

• Receives inquiries and questions via mail, phone, fax, or e-mail and requires follow-up in a timely, professional, and courteous manner with accurate information and conveyance of company sales, returns, and discounting policies.
• Manages and follows through on customer questions and inquiries, received by phone, fax, or mail (i.e. title price and availability information, invoicing/shipping/delivery questions [price, discounts, and quantities] and basic questions on our sales, payment and discounting policies)
• Works with related departments to resolve accounting and shipping issues, leading the research to determine status on prior orders, proofs of delivery and discount discrepancies.
• Acts as support and back-up for the Trade, College, High School, and specific customers.
• Handles daily volume of work across telephone and email inquiries, including balancing workload between telephone (on demand) and manual (background) tasks.
• Maintains files of customer queries, responses, and follow-up items allowing management to track history and identify endemic or systemic issues for resolution.

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