UNIVERSITY PRESS - Customer Srv, Bus Assoc

Job Classification

  Hourly Full-time (35-40)

Position summary

The Customer Service and Business Associate of Andrews University Press assumes a wide range of individual responsibility conducting the sales and business affairs of the Press. The Associate interacts with customers, assists in marketing activities, receives and processes sales orders, ensures payments are received, posts all transactions through the University accounting system on a weekly basis, collects and provides all relevant information to Administration for closing the monthly statement, tracks and manages inventory and helps with other business management duties as assigned.

Qualifications summary

• Fourth year college or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience


• Customer service work experience preferred


• Business and accounting background a plus


• Working knowledge of Word, Excel, Access, Outlook


• Willingness to learn publishing software system


• High level of accuracy and precision when handling information and numbers

Must be a Seventh-day Adventist in good and regular standing.

Duties and responsibilities

Customer Service

• Talk with customers  by telephone and in person and communicate through e-mail and fax


• Receive, record and process orders accurately and  efficiently


• Manage customer requests for information relating to order fulfillment, pricing, product availability, product specifications, and shipment tracking


• Follow up with customers to communicate order status and back-orders as well as resolve shipping discrepancies and missing documents


• Determine best shipping method and inform customers of the options when requested


• Support customers by proactively managing order fulfillment process


• Manage all customer emergency requests


• Organize and file sales orders, invoices and customer correspondence


• Continuously aim to improve quality of service and efficiency

 Order Fulfillment

• Ensure fulfillment of orders through effective information exchange and daily interface (as appropriate and required) with customers, shipping assistant(s) and Press staff (as needed)


• Handle all order fulfillment issues and requests


• Accurately process customer orders according to Press guidelines


• Schedule shipping of customer orders


• Supervise the work of the shipping assistant to ensure customer shipments are made accurately, completely, and on-time


• Manage customer order mismatches and create accurate sales orders and invoices


• Produce and follow up on customer returns


• Keep accurate record of customers, invoices, credit memos, etc. in ACUMEN BookTM

Billing and Business

• Post all sales and business activity to the University’s accounting system on a weekly basis


• Collect and provides all relevant information to Administration for closing the monthly statement


• Reconcile the University-provided monthly financial statement with records in ACUMEN BookTM


• Track and manages inventory


• Ensure that invoices and credit memos are issued to customers with open account


• Process credit card payments and credits on prepaid sales orders and returns


• Process Inter Department Charge vouchers for departmental sales


• Assign taxable and non-taxable sales revenue to the appropriate account


• Prepare cash reports

Other

• Communicate with  Press staff and shipping assistant(s)


• Help with shipping activities as needed


• Fulfill additional business management duties as assigned by Director or Editorial and Marketing Coordinator

Supervisory responsibilities

• Supervise the work of one or two shipping assistants to ensure customer shipments are made accurately, completely, and on-time

Qualifications

• Fourth year college or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience


• Customer service work experience preferred


• Business and accounting background a plus


• Working knowledge of Word, Excel, Access, Outlook


• Willingness to learn publishing software system


• High level of accuracy and precision when handling information and numbers


• Must be a member of the Seventh-day Adventist Church in regular standing


• Maturity and responsibility. Must be able to make mature decisions and carry the responsibility for cash flow, billing, and inventory


• Communication skills. Must have a pleasant telephone demeanor, good e-mail communication skills and have a strong service-oriented approach to customers


• English proficiency

Must be a Seventh-day Adventist in good and regular standing.

Technical competencies

• Working knowledge of Word, Excel, Access, Outlook


• Able to create and maintain multi-sheet spreadsheets


• Willingness to learn publishing software system

Interpersonal interactions

• Must have a strong customer service orientation, as noted above

Physical demands

• Must be able, occasionally, to move boxes weighing 30-40 pounds

Work environment

• Must be able to cope with a quiet, comfortable office in one of the most pleasant working environments on campus (Sutherland House), with regular interaction with a group of remarkably pleasant colleagues.