Customer Service Representative

Customer Service Representative

Summary: Provide personalized, accurate and quick support to customers inside and outside the company. Ensure consistent, timely, and accurate order entry and processing. Act as a proactive liaison between the customer service department and sales & marketing, shipping, information technology and accounting departments.

Duties and Responsibilities:

  1. Answer and respond to phone and email inquiries, in a manner suitable to company expectations.
  2. Process orders received via phone, facsimile, mail, or email, including digital bookshelf set-up and any customer follow-up, in a timely and accurate manner; meet turn time goals for order processing (adding overtime as directed by supervisor).
  3. Establish competency with customer set-up (web and manual) with general understanding of sales channels, customer types, and appreciation for resulting transactional data (i.e. why it is done the way it is.)
  4. Troubleshoot problem orders and proactively participate in defining broad solutions, policies and procedures.
  5. Research and respond to customer concerns/issues; maintain open and informative communication with other CSRs to improve overall team and company performance.
  6. Maintain working knowledge of product content and product attributes relevant to customers’ frequently asked questions, including both print and digital products. (Examples: related products and product formats, digital product features.)
  7. Develop and maintain working knowledge of catalog layout and content, other marketing materials and promotions, website search/browse and other website functions in order to properly assist customers.
  8. Provide immediate and ongoing technical support, training and guidance to customers (including sales reps and distributors) to effectively address various customer inquiries related to the web site and digital products; understand and adhere to agreed upon procedures for monitoring and escalating serious issues.
  9. Exhibit interest in companywide initiatives and respect for various department protocols.
  10. Perform other related business duties assigned by immediate supervisor and/or other management as required.
  11. Responsible to answer and direct incoming calls as appropriate.
  12. Perform other related business duties assigned by immediate supervisor and/or other management as required.

Experience and Necessary Skills:

  1. Possess a high regard for proper service attitudes and public relations.
  2. Efficiency, with accuracy; detail-oriented; able to manage some repetitive tasks.
  3. Strong organizational skills, communication skills, enthusiasm
  4. Proficiency and comfort level with technology and software, including MS Office products.
  5. High regard for education, libraries, literacy and learning.
  6. Strong interest in children’s books and knowledge of or interest in Jewish religion and culture.

Education: B.A. required.

It is the policy of Lerner Publishing Group to provide equal employment opportunities without regard to race, creed, color, religion, sex, mental or physical disability, age, national origin, marital status, sexual orientation, public assistance, or any other class protected under applicable law. Women, minorities, individuals with disabilities and veterans are encouraged to apply.


Please send resumes or any general employment inquires to:
Joyce Hutchinson
Lerner Publishing Group, Inc.
241 First Ave N
Minneapolis, MN 55401
FAX: 612-204-9208


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