Title: CUSTOMER OPERATIONS REPRESENTATIVE
Job Title Description: Account Representative
Business Unit: Higher Education Group (River Grove,IL)
Location: ILLINOIS (RIVER GROVE)
Requisition Number: fheg-00005921
Job Type: Regular
Business Unit Profile:
Follett Higher Education
We help institutions, administrators, faculty and students achieve a shared goal: to fully realize the powerful benefits of higher education.
From a small community college to a large state university system, from the heartland to the inner city, from the East Coast to the West, across Canada and the United States, the needs and requirements of institutions of higher learning are as individual as the students they teach. We are the nation's largest operator of college bookstores, generating more than $2.0 billion in annual sales at more than 830 locations. We also are the industry's premier wholesale book distributor-a leader in helping students manage the increasing cost of a college education. Whether it's a brand-new sweatshirt with a college logo or a used calculus textbook, Follett has always been the place to go. And as more and more shoppers go online, Follett is there as well-efollett.com is now one of the largest online retailers on the Internet.
Responsibilities:
The Account Representative is responsible for managing a portfolio of virtual bookstore clients and managing the day-to-day client communications, issue resolution, and serving as the central point of contact for the client.
Account Representatives are responsible for the satisfaction of the schools they manage, ensuring quality fulfillment and customer service services are provided, and serving in a consultative role assisting with course material related decisions.
Specific Responsibilities:
Serve as single point of contact for assigned accounts and update course materials management system with daily activity, account information and notes on key communications.
Ensure timely input of booklist information and enrollments into the course material management system so that procurement processes can proceed without delay.
Coordinate, deliver, and implement all booklists and Teacher Editions requests.
Assist with course materials acquisition as needed.
Responsible for the successful buyback events on behalf of clients, both onsite and online.
Direct responsibility for ensuring the successful launch of each virtual bookstore website, including content, marketing and web site accuracy.
Partner with the Regional Sales Managers for client retention and client issues.
Assist with the research of booklist/course materials issues.
Coordinate the development of marketing materials to fit the needs of the school.
Qualifications:
Demonstrated customer service or client management experience, managing multiple accounts.
Bachelors Degree is a must.
Must be proficient with MS Office.
Two to three years in Textbook Management preferred.
Experience in book distribution industry preferred.
Ability to work overtime and weekends during busy seasons.
Some overnight travel as necessary.