Customer Service Associate II

Job Title Customer Service Associate II Agency Texas A&M University Department Texas A&M University Press Proposed Minimum Salary$16.33 hourly Job LocationCollege Station, Texas Job TypeStaff Job Description What We Want We are looking for a customer-focused, detail-oriented professional who thrives in a fast-paced environment and enjoys managing a wide variety of responsibilities throughout the day. We need someone who is proactive, adaptable, and driven to take initiative. The ideal candidate is adept at managing returns and refunds, handling customer inquiries, processing orders and payments, and researching shipment/delivery issues while providing exceptional customer service with a positive attitude. Success in this role requires strong organizational skills, the ability to balance shifting priorities, and a commitment to accuracy. This position plays a critical role in keeping daily operations running smoothly, from processing transactions and maintaining records to supporting print releases and backorder fulfillment. If you enjoy staying busy, solving problems, and taking ownership of your work in a collaborative environment, we encourage you to apply. What You Need to Know Salary: $16.33/hourly. Qualifications Education and Experience: High school diploma or equivalent combination of education and experience. Three years of related experience. Knowledge, Skills, and Abilities: Knowledge of word processing, spreadsheet, and database applications. Strong verbal and written communication skills. Strong customer service skills and detail oriented. Ability to multitask and work cooperatively with others. Essential Duties/Tasks Customer Service - Provides excellent customer service support for both external and internal customers of the University Press. Greets walk-in customers. Answers multi-line telephone system, screen calls, and route to additional staff as needed. Acts as a liaison between business operations and other units within the Press. Responds to customer request for proof of deliveries, price and availability, invoice copies, mis shipments, damaged or lost in mail claims, discount, and price discrepancies. Researches, corrects address, and reships “Return to Sender” packages. Research customer complaints and helps to resolve issues. Composes business-related correspondence and email. Order Fulfillment - Retrieves and processes book orders via Press website, email, phone, fax, walk-ins, and mail. Retrieves EDI orders and uploads into Naviga (Press’s fulfillment and inventory system). Acknowledges receipt of EDI and creates invoices for orders. Creates and routes orders to the warehouse after verifying accuracy. Creates print‑on‑demand orders, transmits, and receives the files to the supplier via FTP site. Uploads confirmation of print‑on‑demand orders shipping from supplier. Monitors reports for exceptions and corrections. Processes eSales from sales reports sent in by various 3rd parties that sell our eBooks. Processes Mare Nostrum consignment orders. Receives payment for invoices. Releases backorders daily for new inventory and replenishment stock. Verifies accuracy of backorder invoices before sending to the warehouse for shipping. Releases payments for website backorders via a 3rd party payment processor. Processes daily confirmations into Naviga. Processes returns for customers. Verifies credit memos for accuracy before sending to customer. Maintains customer accounts. Administrative Tasks - Receives, sorts and routes incoming mail. Prepares daily check log for incoming payments to be deposited. Matches remittances to customer accounts and outstanding credits. Assist in verification checks for new customer request. Performs daily routine filing. Performs file retention as needed. Scans files and records as needed. Verify accuracy of seasonal title information imported into Naviga. Assist with annual physical inventories for TAMU Press as well as the Consortium publishers. Who We Are The Libraries are the indispensable hub of discovery, learning and creativity with the teaching and research that goes on in the colleges and academic departments. We offer rich and extraordinary collections at the University Libraries. The Libraries resources and services enable and support the University missions of teaching, research, and service. Learn more about our various libraries at Why Texas A&M University? We are a prestigious university with strong traditions, Core Values, and a community of caring and collaboration. Amenities associated with a major university, such as sporting and cultural events, state‑of‑the‑art recreation facilities, the Bush Library and Museum, and much more await you. Experience all that a big city has to offer but with a reasonable cost‑of‑living and no long commutes. Medical, prescription drug, dental, vision, life and AD&D, flexible spending accounts, and long‑term disability insurance with Texas A&M contributing to employee health and basic life premiums 12‑15 days of annual paid holidays Up to eight hours of paid sick leaveand at leasteight hours of paid vacationeach month Automatic enrollment in theTeacher Retirement System of Texas Health and Wellness: Free exercise programs and release time Professional Development: All employees have access to freeLinkedIn Learningtraining, webinars, and limited financial support to attend conferences, workshops, and more Educational release time and tuition assistancefor completing a degree while a Texas A&M employee Living Well, a program at Texas A&M that has been built by employees, for employees Our Commitment Texas A&M University is committed to enriching the learning and working environment by promoting a culture that respects all perspectives, talents & lived experiences. Embracing varying opinions and perspectives strengthens our core values which are: Respect, Excellence, Leadership, Loyalty, Integrity, and Selfless Service. All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check. Equal Opportunity/Veterans/Disability Employer. The Texas A&M University System is one of the largest systems of higher education in the nation, with a statewide network of twelve universities, eight state agencies, a comprehensive health science center, Texas A&M‑FortWorth and Texas A&M‑RELLIS. The A&M System is committed to providing an educational and work environment that is conducive to the personal and professional development of each employee. Each member institution provides equal opportunity and access to all students, employees and prospective employees. External Applicants - Applicants not currently employed by a Texas A&M System member may Search Postings and apply for positions within one or more A&M System members by selecting the job posting. Internal Applicants - This site lists job postings throughout The Texas A&M University System. It is intended for applicants not currently employed by a member of the system. Current employees should apply for jobs on the Internal Career site. The Texas A&M System is an Equal Opportunity/ Veterans/ Disability Employer. #J-18808-Ljbffr Texas A&M University