Dedicated Customer Ops Rep

Job Description

Description:

Follett Content Solutions has been a trusted partner for educators since 1873! We support our educators that touch more than 45 million students worldwide. Follett Content Solutions helps build a diverse collection of print and digital resources to support every student. We are currently hiring for Dedicated Customer Service Ops Rep. This position is a non-exempt full-time position offering $21.00 - $23.00 per hour . We are looking for an onsite team member working in our McHenry, IL on a hybrid schedule of Monday, Tuesday and Thursdays in the office.

Any pay range disclosed is based upon a combination of neutral factors such as required qualifications, experience, education, skill, training, certifications, seniority, etc. Follett Content Solutions reserves the right to provide any successful candidate a salary at the most appropriate level set as a result of such candidate’ qualifications, experience, education, skill, training, certifications or seniority.

Position Overview:

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.

Key Responsibilities:

• 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.
• Meet or exceed SLAs and performance metrics (e.g., response time, resolution time, customer satisfaction, retention).

Order management and operational effectiveness:

• Manage order lifecycle: Resolves questions/issues on orders, tracks status and coordinates any required updates/changes. Communicate with customer throughout the process as needed.
• Support the sales team with pre- and post-sales activities
• Create and maintain accurate customer records such as order and case notes
• Proactively identify