JOB DESCRIPTION

Job Title Customer Services Representative

Job Holder

Reports to Customer Supervisor/Senior Supervisor

Date

1. Job Purpose

A customer facing role within the Global Customer Services Organisation.

Accept & own customer orders, managing them through to fulfilment, resolving any system or supply
issues.

Own, investigate & resolve customer queries by using service, product & system knowledge, problem
solving and communication skills and techniques.

This is a vital voice of the customer contributing to changes & developments in the customer
experience.

2. Dimensions

Responsible for processing orders/renewals to an average value of £1.2m per

Financial:
year.

Staff: None
Responsible for accepting orders and investigating queries across hundreds of
Other:
customers which can range from individuals students to large distributors or
agents.

The queries can be on any print or digital product across the three business
groups, Academic, Education & ELT.

Wide range of product & system complexities. The role is devoted to supporting
our customers & internal contacts, & is a vital contributor to the voice of the
customer.
3. Principal Accountabilities

Order/renewal acceptance
• Utilise system expertise to process orders/renewals of all values & sizes, within agreed
response time.
• Manage orders/renewals to fulfilment, owning the end to end process.
• Ensure customers are updated.
• Understand, monitor & resolve any orders/renewals or order lines held in the order system.
Escalate these as required.
• Awareness of customer requirements for market or region.
• Identify & follow up on opportunities to improve order process ie order template format,
Pubeasy, EDI etc.
• Detailed knowledge of electronic systems: including internet and intranet ordering, site license
agreements, online access control and complex databases.
• Product knowledge expertise to ensure highest service standards.
• Process accuracy and efficiency to meet auditor, regulatory and department process standards.

Query resolution
• Utilise system, process & product experience to resolve customer queries, within agreed
timescales.
• Own queries to completion & satisfaction of the customer.
• Update customer at key points of the query process.
• Monitor & understand trends, reporting/escalating as appropriate.
• Escalate issues to Supervisor as appropriate.
• Collaborate with Press teams (eg Demand Planning, Supply Chain, Master Data) to resolve
customer queries.
• Identify process & service improvements and ensure consistently high standard of service to
customers.
• Build relationships with external and internal customers and contacts.
• Maintain highest standard of procedural, auditor and regulatory requirements.

Technical aspects
• Develop deep knowledge of service, business processes & order systems for your market.
• Liaise with key stakeholders including SAP Superusers & Press teams.
• Contribute end to end order/renewal management process resolution.
• Maintain highest standard of procedural, auditor and regulatory requirements.

Voice of the Customer

• Awareness of own, team & department VoC performance.
• Contribute to projects which will improve processes directly and indirectly affecting customers
• Contribute to team review of impact of project launches on customer feedback & VoC scores, &
recommend actions.

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Additional Duties
To carry out any other duties which may be reasonably expected of you by your immediate
manager or a senior director.

Press Policies and Procedures

To abide by all Press policies and procedures, as detailed in your contract of employment
and the Staff Handbook, e.g. Code of ethics, anti-bribery and corruption, Health and Safety,
e-mail and Internet use and standards of behaviour.

4. Context

Managing relationships with a wide range of customers.

(a) Operating Environment:
Complex order system is in use & requires expertise in all
functions.

The role covers full books print and digital product.

50000+ isbns & issns.

Another key aspect of this role is the breakdown of silos

(b) Application Specifics:
to improve processes to meet current and future
business requirements globally.
e-Learning
Main systems – SAP, A2R, Outlook, Intranet
Marval
JIRA

(c) Framework & Boundaries: Press behaviours

Health and Safety
Auditor & regulatory/export process requirements
Process, system and policy changes

5. Relationships

(a) Subordinates: No direct reports

(b) Superior(s): Customer Services Supervisor/Senior Supervisor

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 SAP CoE team
(c) Other Contacts:
A2R support
Operations
Sales and Marketing Teams,
Within the company HR, Recruitment
Credit Management, Finance
IT,
Marketing,
Legal,
Branches
Health and Safety Team.

Outside the company Bookfairs, Conferences, Consultants, Key Customers

6. Knowledge and Experience

PROFESSIONAL EXPERIENCE
• Previous customer service experience.
• Exceptional customer focus.
• Excellent problem solving skills and techniques.
• Exceptional communication skills and ability to communicate with people at all
technical and management levels.
• Good presentation skills.
• Ability to apply factors of effective listening, asking appropriate questions and
withholding judgements.
• Able to multitask and prioritise their own workload.
• Able to work as part of a team and on their own initiative.
• Attention to detail.
• Able to work to tight deadlines.
• Adaptable and flexible to deal with situations as they arise.
• A self-starter with enthusiasm to learn and grow their experience.
• A positive and proactive attitude to contribute to continuous improvement suggestions
and programs.
• A proven record to take on responsibility of issues and to have a strong sense of
ownership of investigations.
• A quick learner.
• Ability to take on problems outside their comfortable area of knowledge or expertise.
• Basic knowledge of products and systems in other business streams.
• Demonstrates the ability to make good decisions and judgements.
• Ability to take a comprehensive view of entire process or customer environment to
guide problem investigation process.

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 • Ability to build relationships to build relationships internally and externally.
• Relate to others in an accepting and respectful manner, regardless or organisation level,
personality or background.

7. Job Challenge(s):

System complexity.

Vast range of products.

Tight response times.

Successfully communicating cross‐culturally with team members.

Understanding Press colleague priorities & requirements.

Managing increasing changes in business process and systems.

Anticipating problems and risk situations.
Ensuring progress continues on issues affecting high profile/key customers.
Ensuring compliance with numerous export regulations and auditor requirements.
Competing customer and business priorities.
Understanding a wide range of processes which may vary per sales organisation.
Managing own and team’s workload with conflicting priorities.
Actively sharing knowledge with users to encourage self-help and keep self-informed.
Being prepared to handle new or unfamiliar situations/challenges.

8. Additional Information:

9. Sign Off

Job Holder Click here to enter text. Manager

Date Date