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Channel Specialist

# Channel Specialist
REF#: 32311
CBS BUSINESS UNIT: Simon & Schuster
JOB TYPE: Full-Time Staff
JOB SCHEDULE: Full-Time
JOB LOCATION: Riverside, NJ
ABOUT US:
Simon & Schuster, a part of CBS Corporation, is a global leader in the field of general interest publishing, dedicated to providing the best in fiction and nonfiction for consumers of all ages, across all printed, electronic, and audio formats. Its divisions include Simon & Schuster Adult Publishing, Simon & Schuster Children?s Publishing, Simon & Schuster Audio, Simon & Schuster Digital, and international companies in Australia, Canada, India and the United Kingdom.
DESCRIPTION:
Run/refresh and analyze queries in our reporting tools and/or other programs to proactively manage information needs of the customer/channel.
Analysis of reports to spot trends and report changes and potential problems.
Strong proactive communication with demand planning on any issues or delays on new titles that will not meet their scheduled delivery date. Provide reporting out of 3PL while working with transportation on new estimated delivery dates.
Understands the unique relationship with the customer, sharing information appropriately and respecting the confidentiality of proprietary business information.
Make best of our resources to represent S & S in the most positive light for customer satisfaction, and customer retention.
Proactive management of designated accounts/functions from the Customer Service perspective.
Liaison with the assigned Sales Channel office and when required, with outside commission sales rep groups on customer and/or orders that require specific and sometimes more complex management.
Coordinate special promotions as necessary.
Expanded understanding of company policies, procedures and standards.
Technical proficiency in S & S Customer Service, Order Entry and associated systems. (UOPS, CSI, WM,Workorders, Reservations )
Specific, targeted knowledge of the customers served by the designated sales channel and the requirements of both customers and Sales.
Answer and respond to contacts from Sales Representatives, Managers and Directors, via email or telephone throughout the day providing customer support for the company. Within the context of incoming contacts, proactive education of our customers on our policies, procedures, and products to enhance the customer experience.
Employ proper telephone and email etiquette when communicating with customers.
Communicate with other departments internally (CFS, Transportation, Warehouse, Order Management, Supply Chain, Sales and other NY Offices) and with outside sources (transportation websites and tools, etc.) to get answers and give quality service to our customers.
Enter orders with specific or unique requirements for the designated customers within the sales channel.
QUALIFICATIONS:
Education:
College 2 or 4 year degree strongly preferred, or commensurate work experience.
Skills required:
Professional telephone and email etiquette, customer service experience, especially in key account management, positive and helpful people skills, organization, excellent written and verbal communication skills, flexibility and ability to multi-task.
Computer skills:
Familiarity with data gathering and data mining in a web-based environment. Ability to transpose data gathered into reports utilizing Excel, Access, or other programs.
Software/hardware experience required:
Microsoft Office package (Outlook, Excel, Word, etc), Internet, UOPS, warehouse system. Must be able to create as well as maintain Excel spreadsheets
EEO STATEMENT:
Equal Opportunity Employer Minorities/Women/Veterans/Disabled


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