Fulfillment Accounts Representative

Guilford Press, an independent academic/scholarly publisher of evidence-based works in Psychology, Education, Research Methods, and related fields for professionals, students, and general readers has an opportunity in its Fulfillment Department for those looking to start a career in publishing.

Guilford’s Fulfillment Department provides excellent customer service and successful interactions to those interested in Guilford’s publications and digital products. Guilford seeks an organized, efficient customer service professional who enjoys interacting with customers by phone, email, and on occasion, in person. Customers may be interested individuals or practicing professionals in the fields in which the press publishes, universities and colleges using Guilford works in academic settings, professional organizations and government agencies interested in our works, or authors published by Guilford or interested in Guilford’s rich history of independence and innovation.

Fulfillment Accounts Representatives have direct contact and learning opportunities with many of the crucial duties involved in independent publishing, including order fulfillment, inventory maintenance, ecommerce, accounts payable and receivable, support of marketing efforts, and working with major domestic resellers and international distributors. Fulfillment Accounts Representatives become experts in Guilford products, the processes that deliver those products to customers, and the relationships that continue Guilford’s legacy and commitment to excellence.

Responsibilities

• Provide support to customers via phone and email, including answering inquiries on titles and order status, processing orders, tracing shipments, managing invoice adjustments, processing returns/refunds, and working with special orders and requests from individual customers, as well as institutional accounts.
• Manage key accounts, learning their policies and requirements, and processing their orders and credit memos.
• Liaise with Guilford authors to get their books to speaking engagements and conferences.
• Helm new initiatives to automate existing processes and improve efficiency.
• Opportunities to participate in professional conferences and national bookselling exhibitions may arise.

Requirements

• A minimum of one year of customer service or related work experience is preferred.
• Strong data entry, organizational, and problem-solving skills.
• Ability to prioritize duties with attention to detail in a deadline-driven environment.
• Strong interpersonal and communication skills, with a demonstrated ability to communicate effectively and proactively, both externally with customers and internally with colleagues.
• Strong general computer skills and proficiency with Microsoft Excel.
• Willingness to learn new skills and technologies.
• An interest in publishing is preferred.
• An interest in the subject areas Guilford Press publishes is a plus.

Work Arrangements

Guilford Press is a New York City-based company that has embraced hybrid work arrangements. This position is based out of our midtown New York City office. Being available for in-office work on an ongoing, weekly basis is a key component of this position. After a period of training and learning, a hybrid work arrangement (a number of days in the week working remotely, a number of days in the week working on-site from the NYC office) may be available.

Compensation

The pay range for this position is $45,000 to $50,000 annually with a hiring salary dependent on skills and experience. This is a non-exempt position under federal and state labor laws, paid at an hourly rate, with eligibility for overtime. Guilford’s comprehensive benefits package includes eligibility for medical, dental, and vision benefits as of hire; HRA and FSA arrangements; employer-paid disability insurance; 401(k); 401(k) match; annual profit-sharing bonus considerations; commuter pre-tax benefits; and professional development opportunities.

To Apply / Special Instructions

Applicants are strongly encouraged to send a cover letter along with their resume. In that cover letter, please address why you’re interested in working at Guilford and why this position seems a good fit with your background, experience, and interest. Your resume and cover letter can be emailed to the attention of Christopher Etsell at View email address on shelf-awareness.com. In the email subject line, please include “Fulfillment Accounts Representative.”