Job Details

The Customer Solutions Specialist provides advanced support for internal and external customers, focusing on account configuration, workflow optimization, and technical solutions. This role ensures accurate account setup, resolves complex issues, and delivers a best-in-class customer experience through proactive engagement and consultative guidance. The position requires strong technical knowledge, problem-solving skills, and the ability to manage multiple priorities while building strategic relationships.

• Serve as the primary point of contact for high-value or complex accounts, building strong relationships and understanding customer workflows and strategic goals.
• Lead advanced account configuration and setup, ensuring accuracy and alignment with customer requirements and Brodart's workflow solutions.
• Conduct proactive business reviews with assigned customers, preparing reports, analyzing trends, and recommending solutions to enhance customer experience.
• Manage complex service activities such as contract renewals, inventory adjustments, billing resolution, and troubleshooting technical issues.
• Collaborate with Sales and Product teams to identify growth opportunities, report on customer trends, and contribute to product development initiatives.
• Maintain expert-level knowledge of Brodart's technical products, support protocols, and departmental procedures.
• Lead training sessions for customers or internal staff.
• Support other functions within the Customer Care group as needed and mentor junior team members.
• Participate in cross-functional initiatives to improve customer experience and operational efficiency.
• Provide input for responses to RFPs, product literature, training documentation, and service brochures.

• Bachelor's degree in a Business, Library Science, or related field; equivalent experience within the library industry may be considered in lieu of a degree.
• 3-5 years of public library book distribution customer service experience, demonstrating success in managing complex accounts and projects.
• 2 -5 years of experience in library cataloging (including the creation of MARC records) and physical processing of printed book materials to meet library standards is preferred.
• Strong expertise in account configuration and workflow solutions.
• Exceptional problem-solving and analytical skills; ability to develop creative solutions.
• Excellent verbal and written communication skills, including the ability to present to customers and internal stakeholders.
• Proficiency in MS Office Suite (e.g. Excel, Word) and enterprise systems (e.g. Oracle).
• Ability to work independently and collaboratively in a fast-paced, evolving environment.
• Highly organized with excellent time management and multitasking abilities.
• Strong interpersonal skills with the ability to build and maintain relationships at all organizational levels.
• Remote work environment with significant virtual communication.
• Occasional travel to corporate headquarters.
• Must be able to reliably work independently.