OTC Customer Service Representative

Req#: 1070
Location: St. Paul, MN
Hiring Manager: Customer Service Lead

West Academic, formerly part of Thomson Reuters, is now its own company! Finding ourselves “newly nimble” we are looking for people to help us transform the legal education industry by bringing new technology and products to market.

West Academic is the leading provider of casebooks, study aids and other legal education materials in the US. We are a growth oriented organization, dedicated to providing our customers with the best available legal education materials.

Why not join a company who offers the excitement and freedom of a startup paired with the security and market recognition of a 100 year old company! That’s us, the 100-year-old startup who’s going places.

We have an opening for a Order to Cash Customer Service Representative.  This role is responsible for processing orders from our customers, invoicing, handling returns, customer service and basic technical support.

Job 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

Returns Processing

  • Ensure timely and accurate returns processing
  • Ensure customer accounts are passed along to accounts receivable for crediting

Billing/Invoicing

  • Perform weekly invoicing based on orders shipped
  • Ensure accurate and timely invoices are sent to customers
  • Work with customers and internal employees to resolve billing issues

Customer Service

  • 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 Skills and Experience

  • 2 year degree, preferably in business related field (accounting, sales, marketing or similar)
  • I 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
  • 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

Desired Skills

  • NetSuite experience a plus
  • Desire to grow and expand abilities 

 

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