Description

Reporting to the Vice President Sales and Product Development, this position is responsible for providing support to internal/external customers and staff by answering questions and resolving issues related to the function and usage of Books Division products and offerings, particularly related to complex project management and complex workflow solutions and complex account setups and troubleshooting customer issues striving to anticipate and exceed customer expectations while delivering a "best-in-class" customer experience for every customer contact by consistently displaying a friendly, courteous, enthusiastic, positive, and professional attitude in both words and actions.

• Responsible for resolving complex customer issues as they may relate to Brodart's workflow solutions and related account setups to include project management and support for the implementation of these systems and ongoing support, training and/or other needed intervention.
• Supports customer needs by phone or via email, in the area of configuration and set-up of accounts, product content and functionality, billing and contracts, as well as troubleshooting bugs and enhancements.
• Gathers information on the nature, complexity, and urgency of customer concerns and accurately records in customer contact software.
• Manages individual contracts and renewals for customer base making inventory and allowance adjustments to the customer’s subscriptions as necessary.
• Accountable for accuracy and timely completion of assignments, reports or other customer documentation and communications.
• Responsible for the setup of new and maintenance of existing customer accounts.
• Takes ownership of customer issues ensuring problems are promptly and professionally resolved.
• Maintains an in-depth understanding of Brodart's technical products, support protocols, customer contact applications, and departmental procedures, as well as a basic knowledge of the company's other products and applications used by customers.
• Supports the development of new products and services and will serve on project teams as may be necessary.
• Contributes and provides input to the development of product literature, technical training documentation and service brochures.
• Creates or contributes to the creation of technical service requests for bug fixes and enhancements.
• Supports other functions and duties within the Customer Care group when necessary.

Qualifications

• High School diploma and/or GED equivalent; Associates degree in a business or computer related discipline a plus.
• Previous library service or accounting knowledge preferred.
• One to two years of customer service experience preferred.
• Proficient in MS Office Suite (Excel and Access, etc.) and knowledge of enterprise systems (i.e. Oracle).
• Excellent communication skills, written and verbal.
• An ability to multi-task and has excellent problem solving skills; out-of-the-box thinker with excellent time management skills.
• Mature/responsible individual with a strong work ethic that can work independently with minimal supervision.
• Able to customize solutions with an understanding of available resources.
• Ability to work well in a fast-paced, ever-changing environment.
• Ability to interact with people internally and externally at all levels.
• Team and detail oriented person with the ability to work in an integrated organization.
• Normal office environment, close and distant vision, using hands and fingers to handle and feel, talk and hear, sitting, lifting up to 10 lbs. frequently. Standing and walking, lifting up to 40 lbs. occasionally.
• This position is subject to scheduled overtime which may be required based on departmental needs.

EQUAL OPPORTUNITY EMPLOYER/VETERANS/DISABLED

Brodart Co. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.