Excellent written and verbal communication skills required.
Process and respond to phone calls, chat and emails received from publishers.
Work on developing personalized responses for publisher questions.
Must be able to interact with external parties like customers and suppliers comfortably.
Investigate payment concerns brought up by customers.
Route payment concerns to Accounts Payable.
Reprocess stuck books through the system.
Route issues and bugs that need engineering expertise to the development teams.
Remove certain content as it is identified by the QA team and notify vendors that their content has been removed.
Maintain and improve a knowledge base with unique vendor requests and their solutions.
Work with customer service manager in documenting process flows.
Should be willing to work in night shifts and over the weekends.