Customer Service Representative (DBD)

DIAMOND BOOK DISTRIBUTORS

  

LOCATION:  Home Office – Timonium, Maryland      

DATE:  June, 2011

POSITION TITLE:  Customer Service Representative  

DEPT:  Diamond Book Distributors

 

POSITION SUMMARY:

The overall focus of the Customer Service Representative will be servicing both domestic and international customers with an emphasis on researching and responding to and resolving logistical/shipping issues.  The qualified candidate will demonstrate an ability to use customer feedback to proactively identify and champion potential systems improvements, ensure orders are processed timely and according to routing instructions, and assist Sales Managers with special projects or inquiries. 

ESSENTIAL FUNCTIONS:

• Generate weekly/monthly reports for customers based on needs 
• Research and respond to customers’ logistical and shipping issues
• Review customer’s sales reports and title information 
• Research open purchase orders and cancel expired orders as necessary
• Update customers on product changes including release date changes and feed the data to their databases
• Work closely with domestic and international rep groups that service our customers
• Provide support to Vice President and Sales Managers 
• Process data entry
• All other duties as assigned 

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• Minimum high school degree or equivalent, some college preferred
• 3-5 years customer service experience
• Computer skills a must
• Experience with Microsoft Office a must (Excel, Word, Outlook, and Access)
• Knowledge of DBD services, policies and systems a plus
• Knowledge of book market/comic industry a plus
• Excellent verbal and written communication skills a must
• Ability to problem solve
• Strong organizational skills