***This is a fully remote role, working from home. But you must reside in Winnipeg or the surrounding area. We will not be considering candidates that reside outside of this area.*** FriesenPress is the only 100% employee-owned publishing services provider in the world \xe2\x80\x94 and we\xe2\x80\x99re growing! We are currently looking for a Publishing Specialist to join our remote workforce. As Canada\xe2\x80\x99s largest publishing service provider, FriesenPress helps authors realize their dream of publishing a book. Our suite of products includes various publishing packages containing a wide range of professional services. From editing, book layout and design, channel distribution, and marketing support, we help writers self-publish and succeed. The Publishing Specialist is a problem-solver who looks at what\xe2\x80\x99s in front of them with a critical and educative eye. Responsible for coordinating all publication-related activities and services, this diverse role uses your customer service and project management skills to ensure your author receives a top quality product. You will need to be self-motivated, detail oriented, and an expert in time management, working in collaboration with your team and have an eagerness to learn. If this sounds like the ideal position for you, we want to talk to you! Job Requirements:

• Demonstrated ability to offer world-class customer service standards in person, on the phone, and via email; with a passion to go above and beyond customer expectations.
• Ability to make sound business judgments to meet customer and business goals in the most cost-effective way.
• Ability to identify challenging situations and communicate expectations to both authors and internal parties.
• Self-motivated, with the ability to work as part of a team or independently as required.
• Excellent display of critical thinking and problem-solving skills while upholding a high level of professionalism. Attention to detail a must.
• Possess strong administrative, organizational and time-management skills.
• Strong interpersonal and communication skills. Fluent in written and spoken English.
• Computer literacy; familiarity with word processing and adobe software. Prior use of CRM software would be an asset.
• Minimum two years of customer service experience.
• Prior book publishing knowledge would be an asset.

Duties and Responsibilities:

• Maintain a high level of customer satisfaction throughout a collaborative, multi-faceted, and high touch publishing process.
• Manage Author relationships to build a reputation for excellent service and generate repeat business.
• Coordinate activities associated with an Author\xe2\x80\x99s book during publication, including reviewing and disseminating the Author\xe2\x80\x99s intentions and express instructions. Utilizing internal customer service software, following production service schedules.
• Develop and implement an ongoing sales strategy to meet monthly sales targets. Identify add-on products or services opportunities for Authors based on their publishing needs and goals.
• Collaborate with internal and external stakeholders to ensure that the execution of the Author\xe2\x80\x99s project meets their expectations.
• Proactively manage accounts to anticipate potential issues that may impact Authors, and promptly resolve any concerns that may arise during the publication process.
• Stay apprised of industry trends and developments in the traditional and self-publishing arenas. Apply this knowledge by educating authors and sharing it with other internal stakeholders.
• Participate in weekly Team meetings in building new strategies and sharing best practices.
• Manage Author communication through email, phone and in-person meetings. Complying with FriesenPress service levels requirements.
• Perform other job assignments as prescribed by the Operations Manager.

Core Competencies:

• Accountability and Dependability
• Creative and Innovative Thinking
• Communication
• Customer Focus
• Problem Solving
• Providing Consultation
• Quality Orientation
• Team Work
• Time Management

Compensation and Application Process: FriesenPress offer an attractive compensation package, including:

• Salary: $19.14/hour base, plus commissions
• 100% remote work-from-home position with flexible hours
• Group RRSP plan with employer-matched contributions
• Employee Owner Trust distribution
• Comprehensive extended medical and dental benefits
• Full training, including job shadowing, ongoing job training
• Paid time off to volunteer in the community
• Excellent opportunities for career development

Applications will only be accepted that:

• Include your cover letter, resume, and annual salary expectations as one PDF attachment;
• Include three references for individuals to whom you have reported.

Application deadline: 2024-06-07 Expected start date: 2024-07-02

• The job posting is advertised on behalf of FriesenPress. Please visit https://www.friesenpress.com/about-us for more information.