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Senior Customer Service Representative-Major Accou

Reference
1801362
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Indianapolis, IN, 46202, USA
Expiry Date
21/02/2018
Senior Customer Service Representative-Major Accounts Description At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning te...

Job Description

Senior Customer Service Representative-Major Accounts

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

SUMMARY –

This role will ensure customer satisfaction for all aspects of the customer relationship, for one or more major or key accounts. This role must deliver services and information to customers in a professional, accurate and timely manner via a variety of communication channels while utilizing multiple computer applications. This role may also be expected to generate progress reports, attend Business Unit Sales meetings, and/or meet with customers at their place of business.

Key Capabilities

  • Focus on customers
  • Communicate effectively
  • Adapt and learn
  • Analyze issues and solve problems
  • Good, independent judgment
  • Build collaborative relationships

PRIMARY RESPONSIBILITIES

  • Manage all assigned major or key account contacts within established procedures and performance standards.
  • Formally respond to major or key account contacts and inquiries via multiple channels such as phone, email or online chat.
  • Process major or key account orders and generate quotes according to established procedures.
  • Maintain major or key account files according to established procedures. Accurately account for and track all major or key account contacts.
  • Manage major or key account information needs and proactively provide information to appropriate internal departments when information is not available, incorrect or outside established norms.
  • Provide major or key account with pertinent product information and/or company marketing information in order to maximize sales opportunities.
  • Conducts problem/account management activities such as but not limited to researching problems, initiating corrective billing, resolving shipping/fulfillment problems, managing back order lists.
  • Maintain detailed knowledge of the products, policies, and marketing strategies of the supported business unit(s)
  • Identify process improvement opportunities and make recommendation to the supervisor or manager.
  • Attend Business Unit Sales meetings, as needed.
  • Meet with Major or key account customers, as required.
  • Meet individual quality service goals while appropriately prioritizing workload to meet individual targets and set standards.
  • Maintain proficiency with use of multiple computer systems and applications.
  • Support other accounts and customer service departments as needed.

Qualifications

Bachelor’s degree (B.A.) or equivalent from a four-year College or University; or one to two years related experience and/or training. Equivalent combination of education and experience. Previous experience in the educational field is a plus but not required.

Required to have a proven high level of understanding of department policies and procedures in addition to an ongoing display of strong decision-making priority-setting skills.

Skills/knowledge/abilities

  • Excellent verbal and written communication skills
  • Excellent computer skills. Microsoft Office skills are a must. SAP or PEUOPS experience is a plus.
  • Adept at managing commitments to customers and colleagues
  • Ability to solve practical problems. Ability to interpret a variety of instructions furnished in oral, written or schedule form.
  • Must have a service oriented focus that benefits the customer base and the company
  • Must be able to exercise good independent judgment
  • Attention to detail and accuracy is a must
  • Physical requirements; sedentary work requiring typing, hearing, speaking, extensive reading and repetitive motions
  • Ability to work overtime as needed
  • Ability to work in a moderate noise level environment
  • Ability to work well under pressure with heavy phone volume
  • Must be able to work in a team environment
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important.

Reliable attendance and punctuality is critical to successful performance in this role.

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-AZ-Chandler

Other Locations US-IN-Indianapolis

Work Locations: US-AZ-Chandler-3075 West Ray 3075 W Ray Rd Park at San Tan Chandler 85226

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jan 28, 2018

Job Unposting: Feb 17, 2018

Schedule: Full-time Regular

Req ID: 1801362