OTC Customer Service Representative

West Academic, a Barbri Global company is the leading publisher of casebooks, study aids and other legal education materials in the US. West Academic provides its products under the West Academic Publishing, Foundation Press and Gilbert imprints. We are a growth-oriented organization, dedicated to providing our current and prospective customers with the best available legal education materials.

The Order to Cash Customer Service Representative is responsible for processing orders from our customers, handling returns, supporting our customers and resellers through excellent customer service as well as basic technical support. This role will be a remote position with the option to work out of our Eagan, MN location.

Primary Duties and Responsibilities:

Order Processing

• Process all purchase orders from customers via phone, fax, email and other
• Verify all information is correct and complete and ensure accuracy in entering purchase orders
• Proactively contact appropriate parties (customers, sales, account management) to find missing or incomplete information
• Research customer shipping issues and provide prompt resolution
• Accept credit card payments

Returns Processing

• Ensure timely and accurate order returns processing

Customer Service & Technical Assistance

• Provide professional, courteous service to customers
• One and done customer service – resolve customer issue on first contact
• Assist customers will billing, shipping and/or returns issues ensuring resolution to customer satisfaction
• Assist customers with use of products including basic technical troubleshooting
• Identify and escalate issues to the proper manager in a timely manner

Required Minimum Education and/or Experience:

• 2-year degree preferred, especially in a business-related field (accounting, sales, marketing or similar)
• 1-year previous work experience in related field preferred
• Must have some experience with direct customer interaction, over the phone and in writing
• Must have some experience working with varied technology

Required Knowledge, Skills and Abilities:

• Strong attention to detail; thorough
• Strong communication skills, verbal and written
• Strong listening skills and ability to understand customer issues
• Strong customer service focus- desire to get it right for the customer
• Ability to problem solve and think critically including in relation to technology
• Ability to multi-task and work in fast paced environment
• Must be proficient with MS Office
• NetSuite experience a plus
• Desire to grow and expand abilities

Thrive Beyond the Basics: Our Perks Package

We believe your dedication deserves more than just a paycheck. That's why we offer a comprehensive perks package designed to support your well-being and fuel your passions. Here's a taste of what awaits you:

• Competitive Benefits: Health, dental, vision, and life insurance plans to keep you and your loved ones covered. Plus, a healthy contribution to your 401(k) retirement savings.
• Work-Life Harmony: We prioritize a healthy balance. Enjoy generous paid time off, including vacation, sick leave, volunteer and other "personal" days, to recharge and explore your interests.
• Wellness Programs: Stay healthy and happy with an on-site fitness facility in our HQ, discounts on gym memberships, and wellness initiatives to support your physical and mental well-being.
• Continuous Learning Opportunities: As an education company, we believe in the power of learning. Access our extensive library of educational resources, courses, and workshops to enhance your skills and knowledge in both professional and personal development areas.
• Flexible Work Arrangements: We understand the importance of work-life balance. Enjoy flexible work hours and remote work options, allowing you to manage your schedule and responsibilities effectively.
• Opportunities for Growth and Advancement: We're committed to helping you reach your full potential. Benefit from opportunities for career growth and advancement through mentorship programs, volunteer opportunities, performance evaluations, and ongoing feedback/coaching sessions.
• Employee Assistance Program: Life can be unpredictable, and we're here to support you through challenging times. Access our employee assistance program for confidential counseling, legal assistance, and other support services.
• And More!

At Barbri, we believe that investing in our employees leads to mutual success. Join us and be part of a passionate team dedicated to transforming education through innovative technology.

Barbri is an equal opportunity employer and is committed to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We believe that diversity fosters creativity, innovation, and success. We are dedicated to creating an inclusive environment where all employees feel valued, respected, and empowered to contribute their unique perspectives and talents.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Join us in our mission to empower individuals through education and technology. We welcome candidates from all backgrounds to apply and help us build a diverse and inclusive workforce.