layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Customer Service Associate II at Texas A&M University System

Required Education and Experience: High school diploma or equivalent combination of education and experience.
Three years of related experience.
Knowledge, Skills, and Abilities: Knowledge of word processing, spreadsheet, and database applications.
Strong verbal and written communication skills.
Strong customer service skills and detail oriented.
Ability to multitask and work cooperatively with others.
Essential Duties/Task s
Customer Service - Provides excellent customer service support for both external and internal customers of the University Press. Greets walk-in customers. Answers multi-line telephone system, screen calls, and route to additional staff as needed. Acts as a liaison between business operations and other units within the Press. Responds to customer request for proof of deliveries, price and availability, invoice copies, mis shipments, damaged or lost in mail claims, discount, and price discrepancies. Researches, corrects address, and reships “Return to Sender” packages. Research customer complaints and helps to resolve issues. Composes business-related correspondence and email.
Order Fulfillment - Retrieves and processes book orders via Press website, email, phone, fax, walk-ins, and mail. Retrieves EDI orders and uploads into Naviga (Press’s fulfillment and inventory system). Acknowledges receipt of EDI and creates invoices for orders. Creates and routes orders to the warehouse after verifying accuracy. Creates print-on-demand orders, transmits, and receives the files to the supplier via FTP site. Uploads confirmation of print-on-demand orders shipping from supplier. Monitors reports for exceptions and corrections. Processes eSales from sales reports sent in by various 3rd parties that sell our eBooks. Processes Mare Nostrum consignment orders. Receives payment for invoices. Releases backorders daily for new inventory and replenishment stock. Verifies accuracy of backorder invoices before sending to the warehouse for shipping. Releases payments for website backorders via a 3rd party payment processor. Processes daily confirmations into Naviga. Processes returns for customers. Verifies credit memos for accuracy before sending to customer. Maintains customer accounts.
Administrative Tasks - Receives, sorts and routes incoming mail. Prepares daily check log for incoming payments to be deposited. Matches remittances to customer accounts and outstanding credits. Assist in verification checks for new customer request. Performs daily routine filing. Performs file retention as needed. Scans files and records as needed. Verify accuracy of seasonal title information imported into Naviga. Assist with annual physical inventories for TAMU Press as well as the Consortium publishers.
Who We Are
The Libraries are the indispensable hub of discovery, learning and creativity with the teaching and research that goes on in the colleges and academic departments. We offer rich and extraordinary collections at the University Libraries. The Libraries resources and services enable and support the University missions of teaching, research, and service. Learn more about our various libraries at https://library.tamu.edu
Why Texas A&M University?

Customer Service Associate II

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