COMPANY INFORMATION

Better World Books (“BWB” or the “Company”) is a for-profit socially conscious business and a global online bookseller that collects and sells new and used books online matching each purchase with a book donation. Each sale generates funds for literacy and education initiatives in the UK, U.S., and around the world. Since its launch in 2003, Better World Books has raised over $35 million for libraries and literacy, has sold over 100 million books, has donated over 38 million books, and has reused or recycled more than 475 million books.

JOB SUMMARY

The Client Services Specialist, UK is the central point of contact for assigned accounts, providing ongoing and time-sensitive client and technical assistance, while also providing primary relationship management.

KNOWLEDGE, SKILLS, AND ABILITIES

· Possess excellent oral and written communication skills.
· Able to maintain effective working relationships primarily through email and telephone contact.
· Demonstrate ability to work in a team-oriented environment.
· Possess planning and organization skills.
· Deadline, goal, and detail focused.
· Self-motivated.
· Strong work ethic.
· Ability to effectively multi-task in a high-activity, fast-paced environment.
· Working knowledge of Salesforce.com, or a similar CRM, is preferred.
· Word, Excel, PowerPoint, search, and general technical competency.

QUALIFICATIONS, TRAINING, AND EXPERIENCE

· Educational requirements include National 5 (N5) qualifications/GCSEs (especially mathematics and English) with additional education or certifications preferred
· One (1) to two (2) years of previous customer service, relationship management, or inside sales required.

ESSENTIAL FUNCTIONS

· Responsible for all client communications, conflict resolution, technical support, and optimization for strategic sales, small accounts, and other accounts as designated.
· Retain accounts through the development of strong relationships with key decision makers and users within an organization.
· Collaborate between the client and other global departments of the Company, including strategic sales executives, account managers, Client Services Supervisor, and Global Sales Support and all global sales colleagues, as well as other departments including logistics, accounting, and marketing.
· Collaborate with and support any marketing and conference material as required, as well as with wider client communications.
· Manage new client intake, meeting required financial thresholds, using internal tools to ensure client profitability is maintained.
· Understand the purpose of the Company, its capabilities and services, and effectively communicate appropriate services to clients.
· Provide sales support to strategic sales as assigned.
· Maintain a minimum call volume as assigned.
· Maintain dormancy rules and reporting.
· Running of monthly drop box reports for clients and other drop box reporting as required
· Respond to client requests within twenty-four (24) hours.

OUR PURPOSE

Better World Books promotes the pursuit of knowledge.