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Customer Service Account Manager

Date:  Nov 7, 2021
Location: 

Didcot, ENG, GB, OX11 0AA

Company Name: 

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that seeks to motivate, to inspire, and to provide growth opportunities to its employees. If you are looking to join a team like ours, we encourage you to explore our unique opportunities.

Primarily responsible for assigned group of library and institutional customers in the Nordics providing a full range of support services, responding to written and telephone enquiries, researching and resolving any problems, and communicating on all of our services.  Acting as the primary point of contact for all customers and responding to enquiries about all services, both UK and US, including firm and continuation orders, approval processes, print and digital products. Providing outstanding customer services to customers, taking ownership of the customer issues, developing a strong and mutually beneficial relationship. A strong technical understanding would be essential for this role.

 

Key Responsibilities:

 

  • For assigned group of customers serve as primary service contact by phone and by email. 
  • Work collaboratively with Customers, Sales Managers and Collection Development Mangers.
  • Communicate in a professional and courteous manner information regarding customer account and service matters to Sales, Operations and other stakeholders.
  • Work collaboratively with cross functional operating teams to solve problems and to prevent customer errors.
  • Respond to customer requests quickly, accurately and meticulously in a professional and courteous manner.
  • Troubleshoot digital and print acquisition issues and related technical services such as cataloging records and electronic invoicing.
  • Record customer activity on the Customer Relationship Management database.
  • Proactively monitor and manage customer live orders.
  • Provide GOBI training to customers as needed via phone or webinar and educate customers about GOBI Library Solutions.  Look for and develop potential growth opportunities within existing accounts.

 

 

Skills & Experience:

 

  • Knowledge and experience of the book trade preferred, either on the print or digital side.
  • High level of oral and written skills essential.
  • Exceptional customer service ethos and positive attitude.
  • Knowledge and experience of Microsoft Applications (Outlook, Word, Excel and Access).
  • Able to prioritise work and meet deadlines.
  • A strong analytical and technical understanding.

 


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