Customer Service & eCommerce Sales Support

Customer Service & eCommerce Sales Support

*** This position is located in Portsmouth, NH ***

Overview and Description of Role

Make a difference! Serve as an integral part of a small company (15 employees), implementing key responsibilities that are central to the success of the company and result in a positive customer experience.

ACTEX Learning/ArchiMedia Advantage Inc. is a specialty publishing and online retail company (15 employees) headquartered in Portsmouth, NH. We are seeking to hire a full-time staff member to help implement our retail customer service operations. We are a niche publisher, but your success in this role relies on general skill sets, not an understanding of actuarial science. Job-specific training will be provided.

eCommerce Sales Support

Enter Customer Orders on behalf of:

· Retail customers

· Bookstore customers

o Also approve returns and issue return authorization for bookstores

· Corporate customers

· Create proforma invoices (and accepting payment for those that turn into real orders)

Monitor Amazon sales:

· Check orders on Amazon and then crosscheck at warehouse

· Approve and monitor returns

· If we are out of a book we sell on Amazon we must temporarily remove the listing and then add it back on when it comes back in.

Customer Service

Answer customer calls, emails and live chats

· Address product questions and resolve issues directly with the customer and/or internally, as needed.

· Also includes approving pass guarantees & extensions

· Email responsibilities include:

o Update template customer responses on a shared Google document; adding/improving new responses/removing unneeded

o Crosschecking First Time Purchase, Hold, Fraud emails with accounts and digging deeper when necessary

o Online Learning Platform support emails forwarded to CS

o Send PDFs containing supplement access for relevant materials:

· Calls include checking the companies’ voicemail.

· Approve and issue coupon codes and other discount

· Liaison between customers and authors

o Forward errata / questions and responses

eCommerce – Order Management

Warehouse – Assist with process/administration

· Release “ready to ship” orders at warehouse

· Release backorders at warehouse

Reports: Inventory, Backorder report, Returns report

· Check inventory reports daily

· Run reports as requested by Manager

· Monthly Sales report tracking

Commercial Printing Vendor - Order new material

· Order / upload to printing vendor’s website

o This involves determining pricing, cover colors, upload instructions, etc

· Create shipment notification (ASN) for the warehouse receiving department

· Create and email keycodes to printing company as necessary

Workflow Software

· Update spreadsheets as necessary

Skills We Seek for This Position

· Great attention to detail

· Organizational skills

· Customer service skills

· Problem solving mind-set

· Strong writing skills

· Excel/Word skills

· Makes efficient use of time, can handle a fast-paced, multi-task environment

· A fast learner, self-motivated, works well independently

· Familiarity and aptitude for working with website and database systems

Experience We Seek

· Customer sales/service skills

· Strong knowledge of word processing tools and spreadsheets (MS Office Word, Excel etc.)

· Working knowledge of office equipment and computer hardware and peripheral devices

· Basic understanding of databases

· Strong communication skills both oral and written

About Our Company

Who will you be working with?

You’ll be part of our team of employees located in Portsmouth, NH. Our employees and management can only be described as:

· Independent; leading their own areas of responsibility

· Loyal to each other and our customers

· Reliable and trustworthy

· Invested; having ownership

· Multi-tasking; excited by our work

· Collaborative; supportive of one another

· Customer focused (exceedingly so)

· No egos (zero); we are a team

· Self-driven and hard-working

· Prideful in all we do

How will you feel working here?

· Appreciated and rewarded

· Successful; empowered with many opportunities to see your ideas implemented

· Committed; helping the company be "Better, Faster, Smarter"

About our company

· Entrepreneurial

· Supportive management that provides strong performers with expanded responsibility

· Competitively driven to be “Better, Faster, Smarter” in all that we do

ACTEX Learning, an ArchiMedia Advantage company, is the leading actuarial education publisher in the US and Canada. https://www.archimediaadvantage.com/) Founded in 1999, ArchiMedia is a specialty education publishing and online retail company with 15 employees. We manage multiple brands, multiple content distribution platforms and several distinct sales/marketing channels (websites and blogs) including https://www.actexlearning.com/, www.actuarialbookstore.com, www.actexmadriver.com, and www.studymanuals.com.

Additional Benefits of Working at ArchiMedia (subject to eligibility)

Employees are compensated using a combination of:

· Salary;

· Benefit plans, including health insurance and flexible spending account;

· 401(k) program which includes a matching component of employee contributions

· Casual dress code

Work Hours

Our standard full-time work hours are:

· Monday – Thursday, 8:30am – 5:30pm (with an hour for lunch)

· Friday, 8:30am – 5pm (with an hour for lunch)

Job Type: Full-time

Pay: $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• On-the-job training
• Paid time off

Experience level:

• No experience needed

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Portsmouth, NH 03801: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

• Health insurance