Customer Service & Operational Support Administrator

EBSCO Information Services; Eastleigh; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service & Operational Support Administrator to join their GOBI Operations team. In this vital role, you will provide administrative and system support across various teams, ensuring smooth operations through effective order processing, data analysis, and communication. If you thrive in a dynamic environment and possess strong analytical skills, this is an excellent opportunity to make a significant impact. Join a forward-thinking company where your contributions will help enhance customer satisfaction and operational efficiency.

Qualifications

• Strong communication skills and proficiency in Microsoft Office are essential.
• Experience with order management and CRM systems is required.

Responsibilities

• Provide administrative support to Customer Service Account Managers.
• Create and analyze spreadsheets to track operational data.
• Manage customer interactions and ensure timely responses.

Skills

High-level oral and written communication skills

Proficiency in Microsoft Office

Experience with order management systems

Strong analytical and technical skills

Attention to detail

Ability to prioritize and meet deadlines

Knowledge of European languages

Tools

Microsoft Office

Order management systems

CRM systems

Job description

Your Opportunity

We are looking for a dedicated and detail-oriented Customer Service & Operational Support Administrator to join GOBI Operations. In this crucial role, you will be providing essential administrative and system support to various teams within the GOBI Operations, including Customer Service, Library Technical Services, and purchasing teams. You will assist with order processing, customer claims, project tracking, data analysis, and communication between teams, ensuring smooth and efficient operations. If you are a proactive and motivated individual with the ability to multitask, prioritise, and communicate effectively across teams, we’d love to hear from you.

What You'll Do

• Administrative Support: Assist Customer Service Account Managers with processing orders and credits, updating account details, managing customer claims, and producing/analysing sales reports.
• Spreadsheet Support & Data Analysis: Create, maintain, and analyse spreadsheets to track key operational data for the GOBI operation.
• Note Taking & Reminders: Document meeting notes and assist with setting reminders for follow-up tasks.
• Expense Logging: Accurately log and track GOBI operation expenses.
• Project Tracker Management: Regularly update project trackers to ensure visibility and accountability.
• Communication: Manage general email communication between teams and ensure alignment on updates and priorities.
• Customer Interaction: Provide cover during annual leave, responding to customer requests quickly and professionally.
• Problem-solving: Collaborate with cross-functional teams to resolve issues and prevent customer errors.
• Order Management: Proactively manage customer orders, monitor delays, and liaise with the purchasing team.
• Technical Support: Troubleshoot digital and print acquisition issues, including cataloging records and electronic invoicing.
• Ad-Hoc Projects: Take on additional tasks to support GOBI operation’s goals as needed.

About You

Essential:

• High-level oral and written communication skills
• Proficiency in Microsoft Office (Outlook, Word, Excel, Access)
• Experience with order management systems and CRM systems
• Ability to prioritise and meet deadlines in a fast-paced environment
• Strong analytical and technical skills
• Attention to detail and accuracy in all tasks
• Ability to quickly adapt to new systems and processes
• Proactive and adaptable, thriving in a dynamic environment
• Excellent communicator, focusing on professional and clear interactions
• Knowledge of European languages (Spanish or Italian preferred)

Desirable:

• Previous experience in the academic library/publisher industry

Pay Range

GBP £1.00 - GBP £1.00 /Hr.