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Customer Care Associate

1 month ago

Winnipeg, Canada FriesenPress Full time

FriesenPress is the only 100% employee-owned publishing services provider in the world — and we’re growing

We are currently looking for a Publishing Specialist to join our remote workforce.

As Canada’s largest publishing service provider, FriesenPress helps authors realize their dream of publishing a book. Our suite of products includes various publishing packages containing a wide range of professional services. From editing, book layout and design, channel distribution, and marketing support, we help writers self-publish and succeed.

If this sounds like the ideal position for you, we want to talk to you

**Duties and Responsibilities**:

- Maintain a high level of customer satisfaction throughout a collaborative, multi-faceted, and high touch publishing process.
- Manage Author relationships to build a reputation for excellent service and generate repeat business.
- Coordinate activities associated with an Author’s book during publication, including reviewing and disseminating the Author’s intentions and express instructions. Following production service schedules.
- Manage Author account in internal Customer Relationship Management software, including manuscript materials, publication instructions, and payment and shipping instructions.
- Act proactively to prevent potential issues that may impact Authors, and promptly resolve any problems that may arise during the publication process.
- Collaborate with the Book Design team to ensure that the execution of the Author’s vision meets their expectations.
- Recommend add-on products or services to Authors based on their publishing needs using a proactive needs-based sales approach.
- Perform other job assignments as prescribed by the Operations Manager, Publishing Services.

**Job Requirements**:

- You love to learn. People would describe you as a curious problem solver that is highly adaptable.

You have an attention to detail and an ability to focus on a project through the entire lifecycle with an excellent display of critical thinking.
- Ability to make sound business judgments to meet customer and business goals in the most cost-effective way.
- Ability to identify challenging situations and communicate expectations to both Authors and internal parties.
- Comfortable with needs-based sales, managing targets while focusing on clients needs.
- Self-motivated, with the ability to work as part of a team or independently as required.
- Possess strong administrative, organizational and time-management skills.
- Strong interpersonal and communication skills. Fluent in written and spoken English.
- 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.

**Core Competencies**:

- Customer Focus
- Problem Solving
- Accountability and Dependability
- Communication
- Creative and Innovative Thinking
- Needs-based Sales
- Project Management
- Quality Orientation
- Resiliency and Energy
- Teamwork
- Time Management

**About FriesenPress**:
Our team of employee-owners is a dynamic, diverse, and fun-loving group, united by our passions for beautiful books, wonderful writing, and fantastic stories.

Since our founding in 2009, FriesenPress has helped over 8,000 authors realize their dream of publishing a book. As a publishing services provider, our mission is to embrace each book as our own and empower our authors to share their best stories with the world. Our shared culture and ownership values form the foundation of our approach to our customers, employees, and the community at large.

FriesenPress is a fully remote Canadian company and part of the Friesens Corporation. Based in Manitoba, Friesens is an award-winning printer who has been in business since 1907 and prints approximately 25 million books every year, including large print runs for the likes of Penguin Random House, Simon & Schuster, Scholastic, and many more. Friesens has been recognized with numerous prestigious international awards for book quality and management leadership—including

Canada’s Top 50 Best Managed Companies.

At FriesenPress, we look for individuals who constantly raise their personal bar and seek to achieve outstanding results. We want to hire people who are eager to learn, but also people we can learn from — people who will increase the overall effectiveness of our organization and enrich the lives of the authors we’re lucky enough to call our customers. If you feel that your personal and professional values align with ours, we invite you to join the FriesenPress family

**Compensation & Application Process**

We offer an attractive compensation package, including:

- Salary: $19.14 /hour base, plus commissions. Hourly wage increases to $19.68 at three months, to $20.21 at one year, and $21.28 at two years.
- 100% remote work-from-home position with flexible hours (but must reside in Wi