Job description
Category: Customer Service & Support
EmploymentType: Full-Time
Location: CA-Culver City
LocationType: corporate
JobLocation: Culver City, California 90231
JobSummary: Union Square & Co., a subsidiary of Sterling Publishing Co., Inc. is proud to be part of the Barnes & Noble family. We are a talent-driven publisher whose mission is to promote excellence in contemporary publishing and to honor the vision of our creators by providing best-in-class production, editorial and design choices. In 2022, gift and stationery publisher “sister brands” Knock Knock and Em & Friends became part of Union Square & Co.
Knock Knock is a maker of products - such as pads, planners, journals and books - that bring wit, heart, productivity to everyday life. At Em & Friends, we make greeting cards and products for the relationships people really have and the lives we really lead.
We have an exciting opportunity for a Customer Service Representative (CSR-I) with a friendly personality and excellent people skills! The CSR-I will serve as a main point of contact for Knock Knock and Em & Friends’ wholesale and retail customers, sales reps, and key outsourced service providers. Aside from providing top quality customer support to all customers, the CSR-I is responsible for daily order processing/invoicing, account management, support to Sales, Accounting and other departments, heavy data entry responsibilities, payment processing, general administrative duties and special projects.
This is a hybrid role requiring 2-3 days/week in our Culver City, CA office.
An employee in this position can expect a starting rate between $25 - $27/hour, depending on experience, seniority, geographic locations, and other factors permitted by law.
- Wholesale
o Responds to and resolves customer and sales rep inquiries/issues via phone and email
o Manages a select group of smaller wholesale accounts, with ongoing training to manage larger Key and Mass accounts
o Manages and resolves order exceptions with the CSM and 3rd party logistics (3PL) warehouse—order changes, cancellations, shipping errors, corrections, etc.
o Processes customer returns, refunds, and credit memos
o Data processing includes (but not limited to) data entry of customer purchase orders, credit checks, and coordination with Accounting on account approvals/limits
o Transmits daily order files and shipment data to 3PL
o Creates and maintains customer account information
- Retail
o Manages and resolves order exceptions with the CSM and 3rd party logistics (3PL) warehouse—order changes, cancellations, shipping errors, corrections, etc.
o Uploads 3PL shipment data daily to process customer invoices and reconcile credit card processing reports
o Processes customer returns, refunds, and credit memos
In addition, this role reports inventory and/or product issues to the Customer Service Manager and Operations Director, assists in managing customer backorders, maintains customer accounts and Standard Operating Procedures as well as performing special projects as needed.
- Bachelor’s degree or commensurate experience
- 2+ years of recent customer service experience
- Proficiency in MS Office suite; experience with Excel and Word required
- Experience with Sage100 and Shopify a plus
- Strong professional verbal and written communication skills
- Strong organizational and follow-up skills
- Strong analytical and math skills
- Ability to prioritize and manage multiple tasks with a high-volume workload
- Must be a proven self-starter and highly motivated to grow with the position and the company
EeoStatement: Barnes & Noble is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, hairstyle, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
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