SPECIFIC DUTIES
1. Triages and/or resolves by personal follow-up all subscriptions, product, and purchasing issues with clients, ensuring resolution and customer satisfaction.
2. Liaises with Subscription Management Vendor, distributor, warehouse, and with CSP Finance, and CSP IT, providing support and ensuring effective service to Canadian Science Publishing.
3. Responds appropriately and efficiently to all product inquiries, nurturing client relationships and identifying clients’ needs. Directing general enquiries to the appropriate audience if not immediately resolved.
4. Site administrator for subscription management tool (e.g., modify customer records as needed, add society addresses, administer access rights to reports) and web host administration interface(e.g., adding IP addresses or usernames/passwords as required).
5. Processes orders received through CSP’s website by inputting them into CSP’s order processing software and reconciling payments.
6. Assists CSP’s finance team with the monthly and daily reconciliation of payments and orders.
7. Manages the “corporate social responsibility” relationship CSP has with Research4Life.
8. Assists in the maintenance of client electronic access to content.
9. Manages sales offers and content slices for access control, provides internal support for financial reporting (e.g., PPV and access), and IT where required.
10. Assists the sales team with conference preparations, uploading booth attendee lists post conference etc.
11. May take direction from the other managers in the Business Group and supports the highly collaborative and teamwork approach in the group.
12. Supports the network of sales agents by providing usage reports, distributing sales materials, and setting up and monitoring trials.
13. Supports the BD team by providing subscription analysis and non-renewed reports by Agentterritory.1
4. Assist in formulating business rules for database management and ensure they are followed.15. Coordinate shipping needs as required by various teams.16. Other tasks or projects as required.
QUALIFICATIONS
Requirements
• An undergraduate degree in a related field, or an acceptable combination of education, training and relevant experience.
• Customer service management experience, possessing excellent customer service skills (tact, diplomacy, discretion, and a positive attitude).
Skills
1. Excellence in vendor and reseller/agent support experience
2. Proficiency with MS office software programs (Excel, Word and Outlook).
3. Demonstrated ability to query databases, analyze large and complex datasets and synthesize and report on findings and trends.
4. Demonstrated technical proficiency in customer relationship management systems (CRMs like Hubspot, Salesforce etc.)
5. Proven ability to work independently with customer service problem resolution and recognizes the necessity to escalate issues when appropriate.