Bibliographer / Customer Services, Yankee Book Peddler, Contoocook, NH

Posted November 6, 2015

YBP (Yankee Book Peddler), Contoocook, NH

To apply visit our careers page at http://www.ebscohost.com/careers. (The position will be listed under YBP.)

Bibliographer, Customer Services

The mission of the YBP Customer Service Bibliographer (CSB) is to provide outstanding customer service to a portfolio of academic library customers, partner with the YBP Sales team, take ownership of customer issues and develop strong relationships with both internal and external customers that support future sales and development.  We are looking for a service-oriented individual with experience working in a fast-paced, customer facing environment, able to adapt to and support complex and developing service requirements.  Ideally, candidates will have experience in a professional service role that required use of multiple online systems, detailed research and problem solving, excellent communication skills, and effective time management.  Fluency in Spanish is highly desirable.

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. 
• Address customer problems and communicate YBP’s capabilities in relation to all print and electronic services offered. 
• Communicate information regarding customer account to Sales, Marketing, Operations, etc. 
• Interact with other departments to solve problems and to prevent customer errors. 
• Use multiple systems and resources to inform research and to craft customer solutions. 
• Revise, maintain and analyze Memos of Agreement for assigned list of customers. 
• Utilize Profiling Decision Support (PDS) database to support customer profiles. 
• Assist in the development of PDS to reflect changing customer needs. 
• 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. 
• 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.

30 Day Objectives:

• Completion of new hire CSB Training program.

90 Day Objectives:

• Gain a foundational knowledge of YBP’s workflow, departments and systems. 
• Take ownership of customer accounts and manage timely replies to customer inquiries and requests through email and phone if appropriate.

180 Day Objectives:

• Partner with Manager, Team Leader and a CSB mentor to identify gaps in knowledge and continue strengthening understanding of the CSB role through ad hoc training and hands on experience. 
• Contribute to team projects and documentation efforts. 

Role Based Competencies:

Service Orientation:  

• Demonstrate empathy, professionalism and ownership in customer interactions. 
• Actively listen to customer inquiries and issues, set expectations for resolution, conduct related research and follow up promptly and manage the issue until final resolution. 

Flexibility: 

• Adaptable to both planned and unexpected changes in schedules, workflows and processes while maintaining a positive attitude. 
• Take on new challenges with enthusiasm.

Applied learning: 

• Able to absorb new knowledge and skills quickly by actively participating in learning activities and training sessions. 
• Apply new skills to practical situations, furthering learning through trial and error and self-directed exploration. 

Communication: 

• Able to communicate effectively and professionally in writing, by phone and in person. 
• Describe complex internal processes in an understandable and appropriate way for customers. 

Teamwork: 

• Be a positive member of the team who communicates honestly and respectfully with peers, supports group decisions and efforts, is open to feedback from the team to improve performance, shares information and ideas willingly and works to build positive professional relationships. 

Time management: 

• Prioritize issues and requests in daily emails and phone calls from both internal and external customers, balancing time sensitive issues and long-running projects.  
• Calm under pressure: Maintains stable performance and professional demeanor during times of heavy pressure or stress. 

Cultural Competencies:

• Drive
• Positive Attitude
• Good Judgement
• Open Communication
• Collaboration
• Desire to Make an Impact
• Eager to Understand
• Accountable
• Decisive
• Team Player 

Skills

Requirements:

• Fluency in Spanish. 
• BA/BS degree required and/or equivalent library/vendor work experience.  
• 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:

• MLS degree desirable.  
• Experience or knowledge of book trade or library function a plus. 
• Strong service orientation and positive attitude. 
• Telephone and e-mail business etiquette 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.
• Understand and apply routine verbal and/or written instructions. 
• Organize actions to complete sequential and/or routine tasks. 
• Make decisions that have an impact on the individual’s work. 
• Communicate and exchange routine/basic information. 
• Ability to add, subtract, multiply, divide. 

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.