Customer Service Manager

This position is responsible for managing a Customer Service staff of five, documenting processes, providing metrics, and interacting with the Sales, IT, and Distribution teams. With a detail-oriented mindset and an ability to work with a high volume of activity in a fast-paced environment, this position will address all customer needs – both directly and indirectly – in a timely and accurate manner, while exercising a high level of service and quality. This position also resolves product and/or service problems by clarifying and addressing customer complaints with the upmost level of professionalism and courtesy to our customers.

Duties and Responsibilities:

  1. Perform ongoing training with staff; coordinate training with Sales, Marketing, and Distribution teams.
  2. Assist in special projects, training, and other tasks as needed.
  3. Assist in the development and maintenance of procedural documents, including standard operating procedure documentation, FAQ’s, as well as other customer service support documents and various templates.
  4. Establish competency with customer set-up (web and manual) with a general understanding of sales channels, customer types, and appreciation for resulting transactional data (i.e. why it is done the way it is).
  5. Troubleshoot current processes and order performance to proactively define broad solutions, policies, and procedures that will lead to continuous improvement. Collaborate closely with IT department to accomplish these initiatives.
  6. Research and respond to customer concerns/issues; maintain open and informative communication with other CSRs to improve overall team and company performance/initiatives.
  7. Maintain working knowledge of product content and product attributes relevant to customers’ FAQ’s, including both print and digital products. (Examples: reading level, interest level, curriculum standards, Dewey classifications, copyright date, related products and product formats, digital product features.)
  8. Work closely with Accounting Department to address customer billing and credit/discount arrangements.
  9. Gain a general understanding of the Library Processing (LP) operation; provide the tasks and metrics needed to complete this activity efficiently and accurately.
  10. Develop and maintain customer service metrics and the reporting that is associated with established performance standards.
  11. Exhibit an interest in companywide initiatives and respect for various department protocols.
  12. Perform other related business duties assigned by immediate supervisor and/or other management as required.

Experience and Necessary Skills:

  1. Ability to work independently and in a team environment.
  2. Excellent oral and written skills to interact with customers and all levels of the organization.
  3. Excellent documentation skills along with the ability to determine the level of effort needed to achieve target and project dates.
  4. High regard for proper service attitudes and public relations.
  5. Efficiency, with accuracy; detail-oriented; willingness and ability to manage some repetitive tasks.
  6. Strong organizational, interpersonal, and process-oriented skills.
  7. Possess a strong understanding of, and prior experience creating and using pivot tables, data marts and cubed (queried) data.
  8. The ability to setup and manage a customer service phone system.
  9. The ability to represent the Customer Service department in communications and interactions with the Sales and IT departments.
  10. Documentation/publication experience with MS Office products (Access, Excel, Word, Visio, and PowerPoint), screen capture software, and content management systems.
  11. Knowledge of customer service processes, practices, and techniques as they relate to E-commerce.
  12. EDI processing, functionality, and requirements using intermediary programmers/providers.
  13. Experience with credit card transactions, setup and design, and customer credit card purchases.


  1. Bachelor’s degree or equivalent
  2. Three to five years related experience
  3. A high regard for education, libraries, literacy and learning
  4. Experience leading and participating in interdepartmental teams


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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