Job Summary

The successful candidate will be responsible for coordinating every detail associated with an author’s book during publication, including reviewing and interpreting the author’s intentions and express instructions, answering phone calls and emails, acting proactively to prevent potential issues that may impact authors, and promptly resolving any problems that may arise during the publication of a book.

Reports to

Sales & Marketing Manager

Responsibilities

• Maintain a high level of customer satisfaction throughout the publishing process
• Ensure a quick response time to all author requests. Comply at all times with FriesenPress service levels requirements
• Handle calls and emails from authors
• Ensure that customer requirements are clearly understood and looked after
• Review author’s correspondence for instructions and disseminate requirements to appropriate FriesenPress stakeholders
• Guide authors through the publishing process, clearly answering any questions that they may have to their full satisfaction
• Ensure that production schedules and FriesenPress service standards are followed throughout the publishing process
• Review submitted author materials for completeness and compliance with FriesenPress guidelines; resolve compliance issues
• Ensure that shipping instructions are clearly captured and remain accurate throughout the entire publishing process
• Bill for and collect applicable production fees
• Work with pre-press technicians to ensure that the execution of the author’s vision meets their expectations
• Suggest add-on products or services to authors in the post-publishing stage as per FriesenPress sales procedures
• Perform other job assignments as prescribed by the Sales & Marketing Manager

Qualifications

• Excellent customer service skills
• Highly self-motivated
• Excellent problem-solving skills
• High level of initiative to achieve FriesenPress service level goals
• Strong negotiation skills
• High degree of professionalism
• Ability to make sound business judgments to meet customer goals in the most cost-effective way for FriesenPress
• Ability to defuse tense situations/deal respectfully and effectively with difficult customers
• Ability to work as part of a team or independently as required
• Excellent organizational and time-management skills
• Strong interpersonal and communication skills
• Computer literacy; familiarity with word processing and spreadsheet software
• Minimum two years of customer service experience
• Prior use of CRM software would be an asset
• Prior book publishing knowledge would be an asset
• High School Diploma or higher