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Customer Service & Retail Operations

Job Title: Customer Service & Retail Operations

Job Type: Full-time

Job Location: Portsmouth, NH (Local candidates only, not a remote position)

Qualifications and Experience:

  • Customer service experience, 1 year (Preferred)
  • College Degree (Preferred); High school or equivalent (Required)

Opportunity for Career Growth

  • Numerous career paths within the company

Contact Information: Please reach out to kirsti@actexmadriver.com with inquiries.


Job Description: Customer Service & Retail Operations

  1. Customer Service: List of Duties
    • Answer customer calls, emails, and live chats and resolve customer issues.
      • Online commerce customer orders
      • University bookstore customer orders
      • Corporate customer orders
    • Approve pass guarantees & extensions.
    • Approve and issue coupon codes and other discounts.
    • Approve returns and issue Return Authorizations for bookstores.
    • Create proformas (and accepting payment for those that turn into real orders)
    • Investigate, review and process text accomodation requests, creating compliance documentation/contracts when necessary.
    • Cross-check First Time Purchase, Hold, & Fraud emails with accounts, and digging deeper when necessary.
    • Respond to technical support messages during business hours and also provide 24/7 review of support messages from eLearning platforms. Timely resolution of customer service-related questions/issues. Forward technical inquiry messages to the technical team for attention.
    • Send PDFs containing supplement access for relevant materials.
    • Calls include checking the companies' voicemail.
    • Monitor Amazon sales:
      • Check orders on Amazon and then crosscheck at warehouse to make sure they made it.
      • Approve and monitor returns; issue refunds.
      • If we are out of a book we sell on Amazon, we must temporarily remove the listing and then add it back on when it comes back in.
  2. Warehouse, Inventory, Backorder report, Returns report
    • Run reports as requested by Manager.
    • Release "ready to ship" orders at warehouse.
    • Process returns weekly.
    • Monitor backorder status.
    • Order new material
      • Order/Upload to printing company website.
  3. Liasion between customers and authors
    • Forward errata/questions and responses.
    • Send verified errata to marketing team to publish online.
  4. Workflow Software
    • Update spreadsheets as necessary.
    • Asana
    • Adobe Acrobat
    • Microsoft Office Suite - especially excel
    • Google Drive Software

Benefits of Working at ArchiMedia (subject to eligibility)

Employees are compensated using a combination of:

  • Salary;
  • Benefit plans, including health insurance and flexible spending account;
  • 401(k) program which includes a matching component of employee contributions;
  • Casual dress code.

Work Hours

This position is full-time, 40 hours per week with after-hours monitoring of online support.

Our standard full-time work hours are:

  • Monday - Thursday, 8:30am - 5:30pm (with an hour for lunch)
  • Friday, 8:30am - 5:00pm (with an hour for lunch)
  • Other duties as requested

Work Remotely: No


Who will you be working with?

You'll be part of our team of employees located in Portsmouth, NH. Our employees and management can only be described as:

  • Independent; leading their own areas of responsibility.
  • Loyal to each other and our customers.
  • Reliable and trustworthy.
  • Invested; having ownership.
  • Multi-tasking; excited by our work.
  • Collaborative; supportive of another.
  • Customer focused (exceedingly so!)
  • No egos (zero); we are a team.
  • Self-driven and hard-working.
  • Prideful in all we do.

How will you feel working here?

  • Appreciated and rewarded.
  • Successful; empowered with many opportunities to see your ideas implemented.
  • Committed; helping the company be "Better, Faster, Smarter."
  • Tired at the end of most days! We're busy!

About our company

Founded in 1999, ArchiMedia Advantage Inc. is a specialty education publishing and online retail company with 16 employees. We manage multiple brands, multiple content distribution platforms and several distinct sales/marketing channels (websites and blogs) including www.actuarialbookstore.com, www.actexmadriver.com, www.studymanuals.com and www.actuarialzone.org.

  • We are a Benefit Corporation! Learn more: About Our ACTEX Brand
  • Entrepreneurial
  • Grow with us! Supportive management that provides strong performers with expanded responsibility.