Customer Service Specialist

About BookPal

Our passion is connecting the right ideas to people and organizations to inspire them to become their best. Through our excellence in service and value, we make it possible for books to arrive whenever and wherever for groups and individuals to connect, learn, and grow. We believe in the power of books to ignite continuous learning and growth.

We strive to balance working hard while having fun and believe in the importance of work-life balance. Our office environment is upbeat and vibrant, with close-knit teams who collaborate and bring new ideas to benefit and support the company as a whole.

If you love books, making an impact, and are looking to be a part of a solid team that values connection, learning, and growth, please send us your resume.

Summary

As a vital member of the sales team, your primary focus will be supporting the department, assisting in generating quotes, running weekly sales reports, aiding with order processing, data cleanup, and post-sales management.

You will also be on the front lines, helping with incoming requests via phone, and online chats, and resolving sales-related issues in a timely manner ensuring all clients have a positive experience with BookPal.

What You Will Be Doing as a Customer Service Specialist

• Assist Account Managers with incoming leads to ensure timely and accurate lead opportunities are assigned to the correct AM
• Ticket cleanup and assigning tickets to the correct AM
• Create new quotes for Account Managers and confirm stock of all titles with publishers
• Generate new contacts/accounts in CRM
• Create products in CRM
• Add deals in CRM for Account Managers
• Assist with online chats
• Data Projects - Monitoring and updating orders in Salesforce to be classified under the correct segment
• CRM Data Clean-Up - Assigning accounts to existing contacts and correct segments. Creating new accounts and merging duplicate contacts and accounts
• Maintain up-to-date, accurate account records and support Account Managers with existing and new accounts
• Run Salesforce reports for weekly sales meetings and other misc. reports for targeted marketing campaigns
• Assist with setting up landing pages and Shopify pages for larger projects
• Create new products and modify existing products via Salesforce and BigCommerce
• Help with post-sale tasks to clients relaying backorder titles, OOP, and list price updates
• Support tracking inquiries and send shipping updates to customers
• Cross Department Collaboration

What You Will Bring to BookPal

• Clear Communication Skills
• Team player and self-motivated
• Prioritizes and organizes tasks
• Manages multiple projects effectively.
• Be able to adapt and adjust to new or changing processes
• Develop a growth mindset
• Be able to multitask, analyze data in an instant, and make decisions quickly
• Great time management skills
• Excellent communication, organizational and analytical skills are a must
• Experience working with B2B customers and understanding the lead flow process
• Knowledge of a CRM such as Salesforce. Not required but recommended
• Supports the company’s core values and core focus
• Offers new ideas to improve and streamline processes

What We Are Looking For

• Data-Driven Individual
• Strong at multitasking, analyzing data in an instant, and making decisions quickly
• 1 to 2 years of customer service experience successfully working with a team
• Associate’s Degree, Bachelor’s Degree preferred
• Communicates effectively and suggests ideas to enhance the workflow process.
• Ability to work in a fast-paced environment and manage multiple workflows simultaneously
• Comfortable with web-based applications such as Salesforce, Big Commerce, Gorgias, Yesware, Klaviyo & Microsoft Teams

What We Offer

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k with Match
• Paid Time Off
• Paid Sick Leave
• Work-Life Balance
• Monthly catered lunches
• Free books

Schedule

• 8:30 AM - 5:00 PM, Monday-Friday
• Hybrid Remote (in office 2-3 times a week)