Customer Service Agent
Role Overview
Customer Service Agent manages end-to-end customer order processing, publisher liaison, digital title activation, and post-sales support.
The role bridges sales, customers, and UK/USA publishers and distributors to support accurate pricing, timely delivery, and client satisfaction.
Key Skills for This Role
Full Job Posting
Role overview
Customer Service Agent manages end-to-end customer order processing, publisher liaison, digital title activation, and post-sales support.
The role bridges sales, customers, and UK/USA publishers and distributors to support accurate pricing, timely delivery, and client satisfaction.
Responsibilities
- Process RFQs, create adoption summaries, obtain publisher/distributor pricing, prepare pricing file summaries, and issue customer quotations.
- Follow up with Sales Managers for signed Customer Purchase Orders; enter customer orders as Sales Orders in the system.
- Order books and materials from UK/USA publishers and suppliers; activate digital titles and digital learning access.
- Choose shipping modes based on urgency and cost efficiency; track shipments and set realistic delivery schedules.
- Prepare order status reports for management and stakeholders.
- Answer customer inquiries, clarify order details, and handle requests and claims for shortages or damaged shipments.
- Issue accounts receivable invoices and process return documents when needed.
- Provide operations, sales tracking, and operational status reports to the Direct Manager.
Requirements
- Manage end-to-end customer order processing, publisher liaison, digital title activation, and post-sales support.
- Serve as a liaison between sales, customers, and UK/USA publishers or distributors to support accurate pricing and timely delivery.
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