Bibliographer, Customer Service, YBP, Contoocook, NH
Posted June 1, 2015
To apply visit our careers page at http://www.ebscohost.com/
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.
Primary 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.
Skills
Requirements:
- BA/BS degree required and equivalent library/vendor knowledge preferred. MLS degree desirable. Experience or knowledge of book trade or library function a plus.
- 2+ years of Word, Excel and Access experience.
- 1+ year of experience working on the AS400.
- 2+ years of experience working with LC, Dewey, and NLM classifications and awareness and understanding of digital content.
Preferred Qualifications:
- Strong service orientation and positive attitude.
- 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 communicate cross-organizationally.
- Ability to analyze approval plan performance, identify problems, suggest remedies and solutions.
- For International bibliographers some foreign language requirements may apply.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.