Customer Service Representative & Wholesaler Specialist

As the world's leading source for book, serial and publishing data and a peerless technological innovator, R.R. Bowker's resources are available in print, on tape, on CD-ROM, and on the web. Our ground-breaking databases and cornerstone guides serve libraries, publishers and booksellers all over the world. 

We are currently looking for an experienced Customer Service Representative to work with our Wholesale Customers. The essential duties and responsibilities include, but are limited to the following:RECEIVE ALL ORDERS BY FAX, MAIL AND PHONE, WHICH ARE CHECKED FOR ACCURACY, AND FORWARDED TO ORDER ENTRY FOR PROCESSING.  IF AN ORDER CANNOT BE FULFILLED A RESPONSE IS SENT TO THE CUSTOMER TO INFORM THEM OF THIS.  RESEARCH ALL CLAIMS FOR BOWKER.LOCATE SHIP TO ACCOUNT NUMBERS FOR CHANGE OF ADDRESS.MAINTENANCE OF ALL EXISTING AND STANDING ORDER FILES.AUTHORIZE PERMISSION TO RETURN, PROCESS ALL RETURNS AND CREDITS AND HANDLE ALL DISCREPANCIES.CREDIT OR REPLACE ALL MISSING ITEMS.HANDLE INQUIRES RECEIVED VIA MAIL, FAX, AND PHONE. WORK CLOSELY WITH A/R APPLYING CREDITS TO PROPER DEBIT ACCOUNT.KNOWLEDGEABLE OF ALL PRODUCTS LINES IN ORDER TO ASSIST CUSTOMERCOMPILE INFORMATION IN ORDER FOR CALL TAG TO BE ISSUEDWRITE UP AND CONFIRM NAME AND ADDRESS CHANGES TRACE OR RESEND MERCHANDISE THAT A CUSTOMER HAS CLAIMED AS NOT RECEIVEDSTANDING  ORDER AND BACK ORDER FILE MAINTENANCE FORWARD LEADS TO THE SALES DEPARTMENTS.REVIEW CUSTOMER?S ACCOUNT WHEN THEY RECEIVE MONTHLY STATEMENTS TAKING CREDIT CARD INFORMATION FOR PAYMENT.ISSUE REFUND CHECKS OR CREDIT CARD REFUNDS FOR ACCOUNTSWITH A CREDIT BALANCE.HANDLE ALL A/R REQUESTS FOR CREDITHANDLE ALL EMAIL INQUIRIES IN THE CUSTOMER SERVICE MAILBOXHANDLE FOREIGN WHOLESALER CLAIMS AS WELL AS FORTHCOMING BOOK AND ABPR CLAIMSCALL WHOLESALE CUSTOMERS PRIOR TO PUBLICATION OF BOWKER TITLESTYPE REFUND LETTERS FOR FULFILLMENTRESPOND TO ALL INCOMING CUSTOMER SERVICE MAIL

Knowledge and Abilities  Must have Microsoft Word experience.Must know the LAN, Advantage, and Solomon fulfillment systems.Must have excellent phone mannerism. Education, Work Experience and/or Licensure BA/BS or Associates degree with related work experience.2+ years of customer service experience.Ability to be present in the office. Language Skills Excellent understanding of the English language;oral and written Communicate with wholesalers regarding our return procedures.  Work with director of print sales in offering discounts for Bowker products.

?  Work with shipping manager in acquiring UPS collect account numbers. Physical DemandsAbility to sit and use a monitor for an extended period of time. 

Please provide online application and/or resume with cover letter, which must include salary requirements.

EOE M/F/D/V