Process all orders in SAMS/SalesForce.com including setting up opportunities and accounts on both systems
Contact point for all customer queries/technical support queries and tech support contact to Account Managers
Report access issues and work on fixes/testing, if necessary, with a third-party platform provider
Sales support as needed, running usage stats in particular
Set up renewals/access fees for institutional accounts
Set up access for all products via requests from editorial/marketing for individuals (gratis/trial access)
Provide MARC record updates monthly and upon request to customers
Answer queries received via general online product inboxes
Deal with all queries as first point of contact for “contact us” forms from all digital platforms
Provide administrative support as needed, including making sure information is correct and up to date on all internal systems
Liase with customers on license agreements, sometimes coordinating with third party partners

Customer Service Representative

Key skills