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.
Client Services Specialist, UK
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.
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.
Sales Support
· Serve as central point of contact for sales support functions, such as Salesforce best practices and reporting, including drop box and client reporting.
· Work with Director, Strategic Sales and other sales colleagues as required to provide key sales support from cloning and updating opportunities to ensuring data and records are maintained.
· Ensure reporting on contract close dates, contract best practices, and similar data points are maintained.
· Work across the sales team on specific projects to ensure accurate, clean data is available and accessible for reporting.
Problem Recognition, Reporting, and Resolution
· Work continually to improve sales methods and processes.
· Interact with others to report issues and problems and work collaboratively toward resolution.
· Identify opportunities for improvement and make recommendations for changes to processes.
· Other duties as assigned to help meet team goals.
Relationship Management
· Qualify all sales leads based upon lead qualification criteria definitions.
· Update lead, rank/stage, and prospect interaction in CRM application daily.
· Build and manage lead development pipeline, working closely with other sales roles and sales team co-workers across the global sales team.
· Answer sales phone calls with a professional, positive, and helpful manner. Handle supply orders, information changes, and basic partner inquiries.
· Support ad hoc acquisition initiatives required to help meet team goals.
· Work collaboratively with other staff to identify and solve challenges.
· Continually work to help improve customer care methods and processes. Identify opportunities for improvement and make recommendations.
· Up to ten percent (10%) travel which includes, but is not limited to, conferences and off-site training.
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, 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.
Our Purpose
Better World Books promotes the pursuit of knowledge.
Our Pillars
· Champions Integrity—Better World Books champions integrity as its guiding principle in every decision it makes.
· Enriches Community—Better World Books enriches the lives of booklovers globally through sustainable services, superior selection, and an unparalleled customer experience.
· Supports People—Better World Books supports and fosters a respectful and safe work environment while empowering customers and communities.
Benefits
● Volunteer Time Off (VTO)—Every full-time employee may volunteer in the community and get paid for it.
● Discounted books—Employees may choose up to five (5) books per shift from any books marked for recycling at a greatly reduced price.
● And the best benefit of all—every single person who works at Better World Books is promoting literacy and knowledge for all. Your work truly matters here
Reports to: Senior Director, Global Sales
Location: Dunfermline, Scotland, or Remote
Type: Full Time
*BWB reserves the right to update and amend the terms in this Job Summary at its sole discretion and at any time.
Job Type: Full-time
Pay: £25,500.00-£28,000.00 per year
Work Location: Hybrid remote in Dunfermline KY11 8NT