Sales and Service Specialist

Description

Sales and Service Specialist, Augsburg Fortress Publishers (Hybrid Work Model)

Are you a friendly, patient, empathetic listener and learner who enjoys talking on the phone and via email with people from all over the country?

Are you a top-notch communicator who takes pride in helping people discover resources that can enhance their lives and the lives of those around them?

Are you someone who would thrive in a supportive team environment where no two days are exactly alike?

Are you someone who would enjoy connecting church leaders, church staff and volunteers, college faculty, authors, bookstores, and seekers of all kinds with resources that deepen faith, nourish the spirit, and enrich the life of the Christian church and the wider society? 

The Sales and Service Specialist position at Augsburg Fortress Publishers may be just the job for you.

Augsburg Fortress Publishers (AFP) is a multimedia company composed of five vital, creative imprints: Augsburg Fortress, Sparkhouse, Fortress Press, Beaming Books, and Broadleaf Books. We are the publishing house for the ELCA and create resources for spiritual growth and development, for Christian worship and faith formation, and for academic study and professional development. AFP strives to create an environment of inclusiveness, equity, and respect for all regardless of ability, age, ethnicity, faith, gender, gender identity, nation of origin, race, sexual orientation, or socioeconomic status. Individuals who are committed to contributing meaningfully to diversity and inclusion in publishing are encouraged to apply.

The Sales and Service Specialist executes day-to-day customer-facing activities for the organization, with a focus on providing exceptional customer experience from the first point of contact to the completion of the interaction. Because of the changing pace, volume, and variety of customer interactions and support activities, this position demands a self-starter who can communicate effectively, solve problems, and flex when needed. Deliberate onboarding, training as needed, and ongoing professional support will ensure the person hired for this position has the tools they need to succeed and thrive in this role.

The Sales and Service Specialist is part of our hybrid work model, requiring residence in the Twin Cities. This position involves working 2-3 days in our Minneapolis office each week.

The Sales and Service Specialist holds these responsibilities and duties:

• Answer incoming calls, emails, faxes, and chats from customers.
• Develop the expertise necessary to provide customers with complete and accurate information about product offerings, promotions, subscriptions, shipping options and costs, billing, and events.
• Apply training to maintain general product knowledge, assist customers in making confident buying decisions, and suggest appropriate products and services.
• Handle customer questions and resolve disputes proactively and promptly to maintain positive and ongoing relationships.
• Collaborate with the Sales and Service team and other internal teams such as Marketing, Product Development, and Finance to ensure a high level of customer satisfaction.
• Coordinate with third-party warehouse staff to manage order amendments and issues as needed. 
• Proactively manage any issues with orders, keeping AFP and vendor systems up to date according to the team’s best practices.
• Process in-office incoming and outgoing mail, including both USPS and UPS shipments.
• Participate in corporate professional development program and complete annual professional development goals.
• Commitment to Augsburg Fortress Publishers mission, vision, and values.
• Be available to work 8 hours per day, 5 days per week, Monday-Friday, between the hours of 8:00am – 4:30pm Central Time.

Desired education and experience:

• An undergraduate degree preferred, or suitable combination of education and experience.
• Experience in customer service, sales, or a call center.
• Experience in a Lutheran or other mainline Protestant congregational ministry setting as a volunteer, staff member, or other role.

Desired knowledge, skills, and abilities:

• A natural enjoyment of talking to people and solving problems over the phone and via email.
• Ability to communicate with precision in written and verbal forms with retail customers and business-to-business professionals.
• Passion and drive to provide the ultimate customer experience.
• Ability and desire to work as part of a team.
• Ability to problem-solve and make routine decisions independently with minimal supervision.
• Attention to detail and accuracy in data entry. 
• Strong basic math skills including the ability to use a calculator for tasks such as confirming price quotes for customers.
• Familiarity with theological foundations and congregational life in the ELCA or other mainline Protestant denomination(s). 
• Proficiency in Microsoft Office.
• Spanish-speaking ability is a plus.

This is an hourly position offering a rate of $19.00 per hour, equating to an annual salary of $39,520.00.

Augsburg Fortress Publishers offers a competitive salary and a full list of benefits, including health, dental, vision, health savings account, flexible savings account, retirement plan, supplemental life and accidental death & dismemberment insurance, and other voluntary plans. Company paid benefits provided are short-term and long-term disability, and basic life and accidental death & dismemberment insurance. Time off plans include vacation, sick, volunteer, bereavement, and paid parenting leave.

Please include your resume, cover letter, and references with your application.

Augsburg Fortress Publishers offers a competitive salary and a full list of benefits, including vacation for new employees, sick time, health, retirement, a pre-tax transportation program, paid parental leave and no-cost gym access in the building. You will join a collaborative and creative hybrid work environment, with a talented group of 80 individuals who have a passion for their work. The corporate headquarters is in the North Loop, Minneapolis with adjacent access to Light Rail and Metro Transit bus lines. 

Salary : $39,520