Customer Operations Representative
Follett Content Solutions
full-time
Posted on:
Location Type: Hybrid
Location: McHenry • Illinois • United States
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Salary
💰 $21 - $23 per hour
About the role
- Provides seamless, excellent customer experience by delivering advanced customer support to assigned customer accounts and their Library Sales Representatives.
- Responsible for order management, promotion of products along with company initiatives.
- Support customers and deliver a great experience: Serve as main contact for assigned customers; develop trust through regular communication and follow-up.
- Onboard new customers including: configuring accounts, providing training and ensuring a great experience from order through delivery.
- Troubleshoot and resolve customer issues quickly and professionally, own cases to resolution and document outcomes.
- Escalate technical, billing, or operational issues to appropriate teams and drive timely follow-through until resolved.
- Act as liaison between customers and internal teams (sales, product, operations, finance, logistics, technical support) to coordinate requests and align expectations.
- Manage order lifecycle: Resolves questions/issues on orders, tracks status and coordinates any required updates/changes.
- Support the sales team with pre- and post-sales activities Create and maintain accurate customer records such as order and case notes.
- Proactively identify account risk and opportunities for increased value; communicate insights or concerns to supervisor and sales team.
- Contribute to process improvements, knowledge base articles, and customer-facing materials.
- Partner with Sales and Customer Success to identify upsell/renewal opportunities and support revenue growth through proactive account engagement.
- Drive adoption of new products, processes, and tools by educating customers and collecting feedback to inform product and go-to-market improvements.
Requirements
- 3-5 years of experience
- High School Diploma or Equivalent
- Proficient with CRM systems (e.g., Salesforce) and Microsoft Office Suite.
- Exceptional attention to detail with a strong ability to complete repetitive tasks accurately.
- Excellent planning and organizational skills, with the ability to manage multiple priorities and meet deadlines.
- Strong written and verbal communication skills.
- Proactive, resourceful, and solution oriented.
- Strong time management skills with ability to prioritize appropriately and handle multiple accounts simultaneously.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
order managementcustomer supporttroubleshootingcase documentationprocess improvementsaccount configurationcustomer trainingupsellingrenewal opportunitiescustomer engagement
Soft Skills
attention to detailplanningorganizational skillscommunication skillsproactiveresourcefulsolution orientedtime managementability to prioritizerelationship building
Certifications
High School DiplomaEquivalent