Customer Service Specialist

Penn State University

Campus/Location:
University Park Campus
Date Announced:
06/11/2019
Date Closing:
open until filled
Job Number:
88404
Level/Salary Band:
02 – D – Non-exempt
Work Unit:
University Libraries
Department:
University Press
Full/Part Time:
Full–Time

Description

Penn State University Press, a division of The Pennsylvania State University Libraries and Scholarly Communications, seeks a Customer Service Specialist (Level 2) to process orders and respond to customers at the Press’s warehouse operations at the University Park, PA, campus. The press publishes approximately 100 books per year and 70 peer-reviewed journals and distributes for multiple international publishers. Roughly 65,000 units ship from the warehouse annually to locations across North America and to distribution partners in the UK, Japan, and Australia. The successful applicant should be thoroughly acquainted with the principles and practices of customer service and be willing to learn about the books being sold. Familiarity with the publishing industry, particularly university presses, as well as publishing/inventory standards such as EDI, ASN, ONIX, and Amazon’s Vendor Central, as well as inventory software such as InOrder or Acumen, would be a plus. Duties will include; expediently process orders received via, web, fax, and mail, through the inventory management system. Answer phones and provide support to customers, authors, and vendors, including placing orders, and providing product information. Troubleshoot customer and client problems with a view toward solving problems quickly and efficiently so that the customer is satisfied and service maintained. Manage the customer service email account; responding to queries, expediting orders, and forwarding sales specific inquiries to the marketing department. Process exam copy requests, desk copy requests, press author copy shipments, and exhibits/conferences. Handle return authorizations, credit memos, chargebacks, and short shipment claims. Assist office personnel with electronic business system processing, and royalty processing. Process EDI and add inventory records into the inventory management system as needed. Participate in periodic physical inventories and the cycle counting process. Act as a backup to the Shipping Clerk, assisting with the processing and restocking of returns from customers, including exhibit materials. Receive and inspect incoming inventory and add it into the inventory management system. Ship orders using UPS and FedEx manifest systems. The University Libraries values diversity of thought, perspective, experience and people, and is actively committed to a culture of inclusion and respect. We encourage candidates to apply who thrive in a welcoming multicultural environment. More information on Penn State’s commitment to Diversity, Equity and Inclusive Excellence, can be found by visiting http://equity.psu.edu/psu-diversity-statement. For additional information about the Libraries’ diversity efforts, please visit https://libraries.psu.edu/about/diversity. Typically requires a High School diploma or higher plus three years of related experience, or an equivalent combination of education and experience. The successful candidate must possess transferable communication skills, pay attention to detail, maintain confidence, and be able to prioritize. Sharing the University’s commitment to diversity, equity, respect and inclusion is essential.

These salary bands have been established to provide salary guidelines for staff positions.

Salary Band Minimum Midpoint Maximum
A $16,584 $24,456 $32,328
B $18,240 $26,904 $35,556
C $19,728 $29,592 $39,456
D $21,708 $32,568 $43,416
E $24,312 $36,468 $48,612
F $27,228 $40,848 $54,456
G $30,012 $45,744 $61,500
H $34,188 $52,140 $70,080
I $38,988 $59,424 $79,908
J $43,716 $67,740 $91,812
K $50,712 $78,600 $106,488
L $58,836 $91,176 $123,528
M $68,232 $105,756 $143,292
N $80,508 $124,788 $169,068
O $93,492 $147,252 $201,024
P $110,340 $173,760 $237,192
Q $126,396 $199,056 $271,728
R $151,668 $238,872 $326,088