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Customer Service Manager

Date: Apr 7, 2021

Location: Constantia Kloof, GT, ZA, 1709

Company: EBSCO Industries Inc

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.

The Customer Service Manager is responsible for overseeing the Customer Account Management team which look after customers who have a presence within African geographic region.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

(The following statements describe the general nature of work being performed in this job.  They are not intended to be an exhaustive list of all duties.  Additional responsibilities may be assigned by Management):

 

  1. Oversee the work of the Customer Account Manager Team
  2. Provide leadership to the CAM team, being available to answer questions and assist with day-to-day work as needed; provide coaching feedback to CAM team members as needed to ensure they are providing a high level of customer service
  3. Ensure the CAM team has proper knowledge and training to manage customer accounts; identify opportunities/needs for training and engage appropriate staff to handle; assess success of training efforts
  4. Develop annual objectives for CAM team members and conduct 6 monthly/annual reviews of CAM team members based on the MBO process.
  5. Proactive in keeping own knowledge and team current on EBSCO products and operating systems using available resources. In particular:
    • E-journal licensing, registration, access, ordering, order management, and the set-up of end-user access to content.
    • All processes and steps of the serial’s lifecycle.
    • EBSCO’s e-journal package services, e-journal packages offered by publishers, and e-journal packages ordered by customers.

 

  1. Monitor status of all customers’ business portfolios with EBSCO; work with CAM team to ensure timely completion of work, receipt of renewals, and other customer follow-up/service, as necessary.
  2. Responsible for a limited portfolio of customers, managing their day to day requirements and development.
  3. Responsible for customer loyalty and account growth.
  4. Ensure CAMs work as a team, to co-ordinate information to ensure all CAMs are informed of status of work
  5. Provide suggestions and feedback regarding product and system enhancements and workflow improvements to improve product quality. Participate in development and prioritization discussions about EBSCO operating systems within the European Customer Service Managers group.
  6. Liaise with EBSCO Sales staff to identify, assist, and support key EBSCO customers and ensure satisfactory levels of customer service within the designated territory.
  7. Monitor key customer accounts and develop strong relationships with key contacts or foster such between CAM team and respective customers.
  8. Organize or provide customer education, account transition coordination, and problem-solving as needed to support key EBSCO customers in the territory.
  9. Assist with major sales proposals and presentations as requested. Oversee and/or prepare line-by-line quotes for customers.
  10. Stay up to date on EBSCO’s other product offerings such as eBooks, databases, and software as a Service product. 
  11. Perform any other reasonable duties as requested by the management team and work reasonable overtime as required.

 

ESSENTIAL COMPETENCIES

 

  • Proven ability to manage and develop customer services team and customer accounts
  • Strong customer service focus
  • Organisational and time management skills
  • Excellent analytical skills
  • Excellent Literacy, numeracy, and IT skills
  • Attention to detail and accuracy of work
  • Ability to perform to expected standard under pressure

 

QUALIFICATIONS

 

  • 10-20% travel required

 

• Degree in Library Science desired

• 2+ years’ experience in a library environment highly desirable

• 2+ years of customer service experience essential

 


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