Customer Service Representative

SUMMARY

Northwestern Publishing House is the Wisconsin Evangelical Lutheran Synods publisher located in the WELS Center for Mission and Ministry in Waukesha, Wisconsin. The mission of Northwestern Publishing House (NPH) is to develop and deliver biblically sound Christ-centered resources within the Wisconsin Evangelical Lutheran Synod and beyond.

NPH is currently hiring a part-time Customer Service Representative. Use your skills and knowledge to support the mission of NPH as a part of our customer service team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Direct Sales

Contribute to a well-organized, efficient, and customer-focused environment.

Assist customers in placing phone orders with accuracy and efficiency.

Assist customers in resolving challenges including but not limited to:

• Assist in processing merchandise returns.
• Assist customers with on-line registration and how to request passwords.
• Assist e-commerce customers with online catalog navigation.
• Download and mail PDF files to customers unable to access them.
• Email electronic product files to customers.

Assist and advise customers including but not limited to:

• Assimilate knowledge and share Synod and related agency materials and services information.
• Advise and counsel Sunday school superintendents, teachers and pastors on the mechanics of the Christ-Light curriculum.

Process customer non-phone orders:

• Process daily mail, voicemail, fax, and e-commerce orders.
• Process daily cash sales.
• As needed, assist with the NPH Offering Envelope service.
• As needed, assist with Weekly Bulletins service.
• As needed, answer customer correspondence.

Manage customer accounts:

• Assist in updating addresses on accounts.
• Monitor occurrences of account duplication and eliminate them.
• Audit daily reports of accounts set up online.

Identify problems, frustrations and technical issues that our customers experience and relay the information to the appropriate person or department.

Customer Service

Contribute to a service culture of Christian witness and ministry.

Provide personalized customer interaction and service:

• Gain and maintain thorough product knowledge across both proprietary and non-proprietary product lines.
• Maintain a thorough and current knowledge and understanding of all marketing/advertising campaigns and programs.
• Meet or exceed customer service expectations outlined in the Customer Service Accountability Statement with all customers.
• Resolve customer issues to the satisfaction of the customer while mindful of NPH business requirements.

It takes hard work, a proactive approach, a positive outlook, and the ability to interact well with others to be successful in any position. Here are some additional skills that we are looking for to ensure success in the role of Customer Service Representative at Northwestern Publishing House:

• Confidence in recommending relevant materials and resources to others
• General knowledge of typical online shopping processes
• Demonstrated organization and problem solving skills

Since NPH is a relatively small organization, you will need to enjoy working both independently and collaboratively and thrive on multitasking in a fast-paced environment.

EDUCATION AND/OR EXPERIENCE

Minimum of one year in helping customers in a retail or call center setting is preferred.