EBSCO International is the international operations group of EBSCO Information Services (EIS).  EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team.  EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

Primary responsibility for supporting the Customer Service Department. Providing administrative and system support to the team who provide customer service support to librarian and business customers across Europe. As we deal with customers from across Europe, a second language is highly desirable – French, Italian, Swedish, German

Key Responsibilities:

• Supporting a team of Customer Service Account Managers in administrative tasks such as.
  • Processing orders
  • Processing credits
  • Updating account details
  • Managing customer claims
  • Producing sales report data
• Communicate in a professional and courteous manner information regarding customer account and service matters to Sales, Operations, and other stakeholders.
• Work collaboratively with cross functional operating teams to solve problems and to prevent customer errors.
• Respond to customer requests quickly, accurately and meticulously in a professional and courteous manner.
• Troubleshoot digital and print acquisition issues and related technical services such as cataloging records and electronic invoicing.
• Proactively monitor and manage customer live orders communicating delays and working closely with the purchasing team to manage orders in progress.
• Take on projects on an ad hoc basis.

Skills & Experience:

• High level of oral and written communication essential.
• Excellent knowledge and experience of Microsoft Applications (Outlook, Word, Excel and Access) is essential.
• Experience in working in order management systems and CRM systems is preferred.
• Ability to prioritise work and meet deadlines.
• A strong analytical and technical understanding.
• A second language is highly desirable.