Customer Care Representative with Accounting Skills

Role and Responsibilities

The Customer Care Representative with Accounting Skills is responsible for providing excellent customer service through answering incoming calls, emails and visitors as well as supporting the accounting functions of the business through answering customer account and billing questions, receiving and applying payments, reconciliation of accounts, and supporting both the customer care and accounting teams with account and order needs. The ability to professionally answer incoming calls, respond to emails, ask questions or understand issues, and work both independently and with other teams to proactively resolve problems is essential. Strong communication and computer skills are required with a comfort for working in order entry and inventory systems, accounting systems, internet portals for customers and managing data in excel spreadsheets.

Customer Care

• Answer phones professionally and with respect
• Order processing for all of the following key stages: order receipt (via phone, EDI, email or fax), order management (credit checks, inventory checks, customer email, and telephone coordination), EDI order management and processing, and order shipment coordination.
• Maintain and update customer and author accounts in Elan (CRM) with accurate information including name, company, contact information and pertinent preferences (shipping methods, discounts, invoice delivery)
• Determine the quickest, most effective way to answer a customer's question; troubleshoot common issues with a product; works effectively with the team to find appropriate solutions for customers and authors
• Processes returns in Elan and apply inventory/credits accordingly - research issues and resolve
• Execute day end process - invoices, shipping, statements
• Process credit applications; create new company records in Elan, check references
• Assist in month-end processing of orders and inventory
• Assist in maintaining and documenting Customer Care Manual
• Forward, answer, or process emails received to main email address, website and voicemail
• Assist Customer Care in all responsibilities including but not limited to answering calls, processing orders, picklists, Customer Q&A, adding new accounts, proper discount structure and other imperative data points, daily tasks and special projects
• Collaborate with warehouse with regard to incoming returns and credits on accounts

Accounting Support

• Perform day to day financial transactions, including verifying, classifying, computing, posting and recording accounts receivables data
• Process accounts and incoming payments in compliance with financial policies and procedures
• Prepare bills, invoices and bank deposits
• Reconcile the accounts receivable ledger to ensure that all payments are accounted for and properly posted
• Facilitate payment of invoices due by sending bill reminders and contacting clients to reconcile accounts including distributors and international customers
• EFT payments in Elan for major customers including but not limited to Barnes and Noble, Amazon, Ingram, and Faire.
• Generate accounts receivable statements to send to customers monthly
• Verify discrepancies by and resolve clients' billing issues
• Royalties - support the team with royalty processing
• Assist with processing sales reports for consignment accounts and inventory reconciliation
• Assist with processing royalties bi-annually including but not limited to adding recipients into database,

processing statements and payments, processing advances, and annual distribution of 1099 forms.

• Assist with warehouse inventory accuracy
• Organization and documentation including but not limited to filing all check stubs, proper record keeping and assisting in configuring organizational systems that are simple to reference.

Qualifications and Education Requirements

• High School Diploma, College degree desired
• Accounting/bookkeeping skills, including Quickbooks
• Previous experience in Customer Service preferred