Customer Service Account Manager

Job description

Primarily responsible for assigned group of library and institutional customers in the Nordics providing a full range of support services, responding to written and telephone enquiries, researching and resolving any problems, and communicating on all of our services. Acting as the primary point of contact for all customers and responding to enquiries about all services, both UK and US, including firm and continuation orders, approval processes, print and digital products. Providing outstanding customer services to customers, taking ownership of the customer issues, developing a strong and mutually beneficial relationship. A strong technical understanding would be essential for this role.Key Responsibilities:For assigned group of customers serve as primary service contact by phone and by email.Work collaboratively with Customers, Sales Managers and Collection Development Mangers.Communicate in a professional and courteous manner information regarding customer account and service matters to Sales, Operations and other stakeholders.Work collaboratively with cross functional operating teams to solve problems and to prevent customer errors.Respond to customer requests quickly, accurately and meticulously in a professional and courteous manner.Troubleshoot digital and print acquisition issues and related technical services such as cataloging records and electronic invoicing.Record customer activity on the Customer Relationship Management database.Proactively monitor and manage customer live orders.Provide GOBI training to customers as needed via phone or webinar and educate customers about GOBI Library Solutions. Look for and develop potential growth opportunities within existing accounts.Skills & Experience:Knowledge and experience of the book trade preferred, either on the print or digital side.High level of oral and written skills essential.Exceptional customer service ethos and positive attitude.Knowledge and experience of Microsoft Applications (Outlook, Word, Excel and Access).Able to prioritise work and meet deadlines.A strong analytical and technical understanding.Job Segment: Account Manager, Service Manager, Sales Operations, Manager, Customer Service, Sales, Management