Customer Service Bibliographer, YBP Library Services, Contoocook, NH

Posted November 24, 2014

Position Summary

Provide a full range of customized support services to assigned library customers, primarily by responding to written and telephone inquiries, researching and addressing any problems and communicating all of YBP’s capabilities.  Act as primary point of contact for all customers and respond to inquiries about all services, both US and UK, including firm and continuation orders, approval processes, print and digital products, etc.

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 duties may be assigned by Management):

• For assigned group of customers serve as primary service contact on the phone and by email. 
• Communicate information regarding customer account to Sales, Marketing, Operations, etc.
• Interact with other departments to solve problems and to prevent customer errors.
• Write, revise and maintain Memos of Agreement for assigned list of customers.
• Utilize the Profiling Decision Support (PDS) database to support customer profiles.
• Respond to all customer requests quickly, accurately and thoroughly in a professional and pleasant manner.
• Troubleshoot digital and print acquisition issues and related technical services such as cataloging records and electronic invoicing.
• Assist in the development of PDS to reflect changing customer needs.
• Participate in retrospective selection work and special project management.
• Provide GOBI training to customers as needed via phone or webinar, and educate customers about YBP services.  Look for and develop potential growth opportunities within existing accounts.

Qualifications

• BA/BS degree required and equivalent library/vendor knowledge preferred.  MLS degree desirable.  Experience or knowledge of book trade or library function a plus.
• Ability to work on the AS400.
• Broad understanding of LC, Dewey, and NLM classifications and awareness and understanding of digital content.
• Strong service orientation and positive attitude.
• Word, Excel and Access experience.
• Telephone and e-mail business etiquette skills.
• Strong service orientation and skills.
• Excellent attention to detail and organizational skills.
• Exceptional written and oral communication skills, including the ability to do presentations.
• Ability to prioritize and work independently and/or as part of a team
• Ability to spend the majority of day working at a PC.
• Ability to communicate cross-organizationally.
• Ability to analyze approval plan performance, identify problems, suggest remedies and solutions.
• For International bibliographers some foreign language requirements may apply.

Physical Demands

While performing the duties of this job, the employee is frequently required to stand, walk, talk, and hear.  The employee must occasionally sit, use hands and fingers, reach with hands and arms, and lift/move up to 25 pounds.  Specific vision requirements include close, and color vision in order to view CRT/PC screens and read written reports.

Work Environment

The noise level in the work environment is usually moderate.

Anyone interested in applying for this position should log into www.btol.com and click on the careers link and then under location search for positions in Contoocook, NH.