Office Services and OTC Customer Service Representative

West Academic Publishing, a BARBRI company, is the leading publisher of casebooks, study aids and other legal education materials in the US. West Academic Publishing provides its products under the West Academic, Foundation Press and Gilbert imprints. We are a growth-oriented organization, dedicated to providing our current and prospective customers with the best available legal education materials.

Job Summary:

This role is responsible for overall front office activities including the reception area, mail, supplies and facilities as well as customer service support. This position is responsible for understanding and complying with West Academic Publishing internal controls.

The primary work location for this position is our Eagan, MN office, with the option to work one day per week remotely. 

Primary Duties and Responsibilities:

Front Desk/Receptionist

• Staff the reception area to ensure effective telephone and mail communications both externally and internally to maintain professional image
• Greet and assist visitors in a professional, helpful demeanor
• Schedule and coordinate company meetings – including space rental/reservations, food, materials, etc.

Office Services

• Maintain company supplies and equipment – ensure appropriate levels of inventory on supplies, purchasing as necessary in accordance with company policy and budget
• Maintain the condition of the office and arranging for necessary repairs
• Liaison with the building management on issues and needs of the business
• Provide company communications related to building maintenance and activities
• Responsible for the facilities day-to-day operations (including distributing mail, shipping, building access keys etc.)
• Maintain the company kitchen
• Handle new hire set up and terminations from a facilities standpoint
• As requested, handle other administrative details. This could involve travel, expense reports, meeting coordination and similar.

Customer Service Support

• Provide customer service support including processing orders, handling returns and basic technical support
• Accurately process purchase orders from customers ensuring all information is complete
• Research customer shipping issues and provide prompt resolution
• Process customer returns accurately and timely
• Assist customers with billing, shipping and/or return issues ensuring resolution to customer satisfaction
• Assist customers with questions on use of products including basic technical support

Required Minimum Education and/or Experience:

• 2-year degree preferred, especially in a business related field (accounting, sales, marketing or similar), or equivalate directly-applicable experience in a related field. 
• 1-year previous work experience in related field preferred
• Must have some experience with direct customer interaction, over the phone and in writing
• Must have some experience working with varied technology

Required Knowledge, Skills and Abilities:

• Strong attention to detail; thorough
• Strong communication skills, verbal and written
• Strong listening skills and ability to understand customer issues
• Strong customer service focus- desire to get it right for the customer
• Ability to problem solve and think critically including in relation to technology
• Ability to multi-task and work in fast paced environment
• Must be proficient with MS Office
• NetSuite experience a plus
• Desire to grow and expand abilities

We value our employees’ time and efforts. Our commitment to your success is enhanced by a competitive compensation package, including but not limited to an extensive benefits package featuring generous paid time off, medical, dental and vision benefits. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture.

Barbri is committed to equal opportunity for all employees and applicants. As an Equal Opportunity Employer (EOE), we do not discriminate based on race, color, national origin, ancestry, citizenship status, religion, sex, sexual stereotyping, sexual orientation, gender, gender identity, gender expression, age, marital status, mental or physical disability, medical condition, genetic information, military or veteran status, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other protected characteristic.