Customer Care Representative

Job Description

Job Description

Job Description

The Customer Care Representative plays a key role in ensuring a positive and efficient experience for Schiffer's customers and authors. This role is responsible for managing inbound communications, processing orders, maintaining accurate records, and supporting daily operational needs across customer service, inventory, and order management.

This position requires strong attention to detail, consistency, and the ability to manage a high volume of tasks accurately. The ideal candidate is organized, responsive, and comfortable working within structured systems and processes while supporting both internal teams and external customers.

Key Responsibilities

Customer Communication and Support:
Answer phones professionally and courteously.
Manage inbound communications, including phone, email, website inquiries, and voicemail.
Respond to, route, and process emails received through the main customer service channels.
Provide accurate information and resolve customer and author inquiries in a timely and professional manner.

Order Processing and Transactions:
Process customer orders received via phone, email, fax, mail, internal requests, and EDI.
Manage EDI orders, including pulling, confirming, editing, and updating orders in Amazon Vendor Central.
Process credit card transactions and transmit payments accurately.
Print, sort, and deliver orders to the warehouse.
Process returns and manage related documentation.
Release backorders and ensure timely fulfillment.

Customer Records and Account Management:
Maintain accurate and up-to-date customer and author contact records.
Process and review credit applications.
Update product metadata and customer-facing information.

Inventory and Product Coordination:
Assist in maintaining accurate inventory records.
Coordinate container deliveries with freight forwarders.
Create records for new titles and manage product data within inventory systems.
Communicate new releases to external representatives and internal team members.
Prepare and distribute spreadsheets to support sales and marketing teams (including Barnes & Noble reporting).

Product Data and Asset Management:
Upload images and product information to Amazon, Schiffer, Barnes & Noble, and Edelweiss.
Manage product metadata and ensure accuracy across platforms.
Transfer design files to the Master Archive and maintain organized records.

Operational Support and Reporting:
Support month-end processing of orders and inventory.
Manage catalog requests and weekly catalog mailings.
Complete additional projects and tasks as assigned by the Customer Care Manager.

Qualifications

High school diploma required.
Previous customer service experience preferred.

Skills and Capabilities

Strong communication skills, both verbal and written.
Detail-oriented with the ability to work in a fast-paced environment while maintaining accuracy.
Highly organized with strong time management and prioritization skills.
Ability to work independently while contributing effectively as part of a team.
Strong problem-solving skills and ability to manage multiple tasks simultaneously.
Proficiency in Microsoft Office applications is a plus.

Physical Requirements

This role may require extended periods of sitting or standing.
Ability to move throughout the office to access files, equipment, and materials.
Occasional interaction with the warehouse, including retrieving books as needed.

Key Performance Indicators

Number of invoices processed per week.
Number of books ordered per week.
Month-to-date order volume.

Role Profile

The Customer Care Representative is an integral part of Schiffer's daily operations, ensuring consistency, accuracy, and responsiveness across all customer interactions. This role requires a steady, detail-oriented approach, with a focus on producing high-quality, error-free work within established processes.

Success in this role comes from maintaining accuracy while managing multiple responsibilities, prioritizing effectively, and building strong working knowledge of systems, products, and procedures. Over time, this individual becomes a reliable resource for both team members and customers.

The work environment is structured and process-driven, with clear expectations and defined responsibilities. Communication is collaborative and supportive, with an emphasis on consistency, reliability, and shared accountability across the team.