Processing Support Specialist

Job Description

Job Description

This is a full-time position required to work onsite at our Headquarters in Holland, OH.

Are you a natural problem-solver who thrives on helping customers succeed? Midwest Tape is looking for a Processing Support Specialist to join our Processing Sales Support team. In this role, you'll be the go-to resource for our processing customers — coordinating onboarding and Opening Day Collection setups, managing new format and cataloging configurations, and fielding day-to-day questions on everything from quotes to returns. You'll partner closely with internal teams to make sure customer needs are met and workflows run smoothly, while bringing sharp attention to detail, strong organizational skills, and great phone-based communication to every interaction. If you enjoy variety, take pride in following through, and want to make a real impact on customer experience, we'd love to hear from you.

Position Summary:

Plan and coordinate all processing customers onboarding and Opening Day Collections as well as handle all the new format setups, cataloging setups, the day-to-day calls from processing customers, returns, creation of quotes, as well as troubleshooting any questions or issues that arise from the processing department.

Primary Duties and Responsibilities:

To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.

1. Identify customers' specific needs and recommend the best total solution for that customer
2. Identify, prioritize, and communicate customer concerns and improvement opportunities and forward to the appropriate personnel for resolution and improvement.
3. Oversee and manage all Opening Day Collection set ups, ensuring timely and accurate setups, communication, and completions.
4. Document new workflows.
5. Answer customers' inquiries about products, prices, availability, product uses, and services.
6. Provide customers with product samples and quotes.
7. Consult with clients after sales or contract signings in order to resolve problems and to provide ongoing support.
8. Collaborate with internal departments to ensure customer needs are addressed and met.

Skills:

• Must be detail-oriented, accurate, and have excellent organization and excellent follow-up skills.
• Must possess good judgment and decision-making abilities. Must be able to consider the relative costs and benefits of potential actions to choose the most appropriate decision.
• Must have good phone skills and be experienced in engaging customers via telephone and web conference calls
• Knowledge of proper grammar, spelling, and punctuation.
• Must be able to work independently while being an active member of a team.
• Basic Computer skills, including Microsoft Office.
• Ability to read and interpret policies, procedures, and operating manuals.
• Use AI tools effectively to support daily work and improve efficiency.
• Must be an active listener - Giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate.

Preferred Education Requirements :

• College education in related field or equivalent experience

Preferred Experience:

• 2 years previous inside sales experience

Physical Requirements/Work Environment :

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to walk or stand frequently for short periods of time.
• Ability to regularly sit for extended periods of time daily while viewing a computer screen.
• Ability to perform repetitive type tasks.
• Physically able to attend meetings, presentations, and training sessions.

About the company:

What started in 1989 as a family-owned video rental store grew into a trusted partner dedicated to helping libraries thrive. A single suggestion to sell VHS tapes (remember those?) to public libraries inspired our founder, John Eldred to start Midwest Tape LLC – and set our mission in motion.

Fast forward to over 35 years later, we provide libraries across North America, New Zealand, and Australia with innovative products and equitable access to content. Backed by a passion for exceptional service and a deep understanding of library needs, we fuel libraries with unparalleled access to top-tier media content including physical media (audiobooks, DVDs, CDs, and read-a-longs) as well as our digital platform, Hoopla Digital.

Hoopla, available on iOS, Android, and desktop, combines our decades of media expertise with modern technology to deliver an all-in-one experience for libraries and their patrons. With one of the strongest catalogs in the digital library space, Hoopla empowers libraries to reach patrons wherever they are.

We proudly partner with our library partners and content providers to strengthen communities through access to educational resources and entertainment experiences. Since 1989, our commitment has remained the same: supporting libraries with solutions that make a difference because strong libraries build healthy communities.

Benefits:

• Medical, dental, & vision insurance
• Parental leave
• 401k + match
• Profit sharing
• Paid vacation and personal time
• Flex time
• 10 paid holidays
• Holiday bonus
• Company performance bonus
• Training & career development opportunities

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.