Customer Service and Operations Representative

Title: Customer Service and Operations Representative

Reports to:  Credit and Customer Service Manager

General Description of Responsibilities:

A dedicated customer service and operations representative must handle customer-facing duties as well as general operations tasks. The ideal candidate is familiar with Excel, has excellent communication and multitasking skills, a positive attitude, is a self-starter, and has a strong work ethic. Candidates should be resourceful and proactive in addressing issues as they arise, and able to prioritize and manage time effectively. This is an on-site position.

Specific Responsibilities:

• Handle customer inquiries over the phone and via email.


• Work with customers in resolving complaints and problems.


• Maintain accurate customer, order, and account data in Business Central to ensure quality, consistency, and completeness.


• Review transactions and records for accuracy, identify discrepancies, and take corrective action.


• Provide feedback on current processes, systems, and workflows to identify opportunities to improve efficiency, data integrity, and Customer experience. 


• Document issues, both technical and operational, consistently.


• Learn new areas of technology in which our products are offered.


• Handle overflow of internet orders as needed.


• Process mail orders as needed.


• Take incoming orders over the phone as needed.


• Issuing Credits and processing returns paperwork as needed.


• Cover the reception area as needed.


• Perform related and/or special work as assigned.

Position Requirements:

• People-oriented with excellent communication skills


• Customer service experience


• Proficient in Microsoft Office, particularly Excel


• Strong attention to detail and the ability to analyze information, maintain accuracy, and support process improvements.


• Organized, self-motivated, and good time management skills


• BA in Business Administration or related field preferred

Publishing Ministry Commitment:

Commitment to the Crossway publishing ministry and vision, as summarized in the following statement of purpose:  By God’s grace: (a) to bring men, women, and children to Christ as their Lord and Savior; (b) to help individual Christians and the church grow in knowledge and understanding of the Bible and the Christian life; (c) to bear witness to God’s Truth, Beauty, and Righteousness, and the Lordship of Christ in every area of life; and (d) to glorify our Lord and Savior Jesus Christ in every way.

Personal Qualities:

This position contributes in a meaningful way to the Christian calling and ministry work of Crossway. Candidates should therefore demonstrate a love for God’s word and his church. They should be committed to an evangelical, historic Reformation understanding of the Bible, the gospel, and Christian doctrine. They should have a genuine faith in Jesus Christ as their Lord and Savior and be an active participant in a local church. Candidates should demonstrate a pleasing personal demeanor with a servant’s heart. 

Benefit Program:

• Comprehensive medical, dental, and vision plans for full time employees after 30 days of employment with employer contribution to costs


• Three medical plan options available with monthly premium costs for a family from $125-$300


• Life, long term, and short term disability insurance for full time employees paid by company


• Additional voluntary life insurance offerings paid by employee


• Paid vacation and illness days for full time employees (part time employees PTO accrual based on hours worked.)


• 11 paid holiday for full time employees (part time employees holiday pay dependent on schedule)


• Participation in retirement plan including 25% company match of up to $1,500 for full time and part time employees (temporary employees not eligible.)

Salary:

Salary Range: $21-$24 hourly. The position provides a competitive salary based on previous work experience, education, acquired skills, and established relationships. The salary is commensurate with current standards for comparable positions and responsibilities within publishing and other leading not-for-profit ministries.