Customer Service Representative

Here's what you'll be doing....

You’ll respond to customer inquiries; collaborate with team members, and other staff in the credit department, client services, warehouse and other departments to ensure seamless transactions for our customers.

Key Responsibilities include:

• Receive and process by data entry transactions such as purchase orders, order returns, adjustments and order cancellations (training to be provided)
• Process of orders received by phone, mail, fax, and e-mail
• Respond to customer orders with acknowledgement in the medium the order was received
• Collaborate closely with the credit department, warehouse, and other departmental staff
• Respond to customer, publisher and stakeholder inquiries in a timely manner
• Communicate clearly and effectively via emails and phone calls with any and all parties
• Follow up on purchase orders, lost shipments and claims as necessary
• Complete all necessary paperwork for orders, returns and credits, open new accounts as needed

Education, Qualifications, and Experience:

• High school graduate, or equivalent education/experience
• Previous experience in a customer service environment

Knowledge, Skills, and Attributes:

• Excellent customer service skills with demonstrated experience working independently and collaboratively across teams
• Professional communication skills
• Ability to deal with a wide range of customers
• Ability to maintain high level of accuracy and attention to detail
• Intellectual curiosity and a commitment to continuous learning is highly valued – a growth mindset
• Values matter to you. You bring your whole self to work and you live our values of accountability, innovation, respect, and customer focus

About our Team:

The Distribution Division is based at 5201 Dufferin Street, in Toronto and provides shipping, receiving and storage for the University of Toronto Press and approximately 40 independent publishers. Normal operations for the facility is 16 hours a day, 5 days a week, and is staffed by more than 100 full and part-time, warehouse and office employees. As an organization, we continue to look for better ways to provide outstanding service to our clients and customers.

About University of Toronto Press:

University of Toronto Press (UTP) is one of the largest university presses in North America, publishing landmark scholarship since 1901. Each year UTP releases over 200 new scholarly, course, and general interest books in both print and eBook format and over 45 journals. In addition, UTP manages the distribution for over 200 publishers and imprints in Canada, the US and around the world, with warehouses in Toronto ON and Buffalo NY. UTP also runs all of the University of Toronto Bookstores across the three main campuses, serving over 95,000 students and 15,000 faculty. For more information, please visit utorontopress.com.

As the leading university press in Canada and one of the largest in North America, we acknowledge our role and responsibility in effecting positive change. With this, we seek to continuously improve the diversity and representation of our publications and the clients we represent, as well as within the makeup of our organization. With strong commitment from leadership, we are collectively bringing forward change across the organization, both within our company culture and in our publishing, distribution, and retail endeavours. UTP operates with mutual trust, respect, and integrity as we strive to identify and remove barriers. We are committed to making UTP a great place to work by addressing and challenging systemic inequities.