***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. If this sounds like the ideal position for you, we want to talk to you! Duties and Responsibilities: \xe2\x97\x8f Maintain a high level of customer satisfaction throughout a collaborative, multi-faceted, and high touch publishing process. \xe2\x97\x8f Manage Author relationships to build a reputation for excellent service and generate repeat business. \xe2\x97\x8f 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. Following production service schedules. \xe2\x97\x8f Manage Author account in internal Customer Relationship Management software, including manuscript materials, publication instructions, and payment and shipping instructions. \xe2\x97\x8f Act proactively to prevent potential issues that may impact Authors, and promptly resolve any problems that may arise during the publication process. \xe2\x97\x8f Manage Author communication with internal and external stakeholders through email, phone and in-person meetings. Comply at all times with FriesenPress service levels requirements. \xe2\x97\x8f Collaborate with the Book Design team to ensure that the execution of the Author\xe2\x80\x99s vision meets their expectations. \xe2\x97\x8f Recommend add-on products or services to Authors based on their publishing needs using a proactive needs-based sales approach. \xe2\x97\x8f Perform other job assignments as prescribed by the Operations Manager, Publishing Services. Job Requirements: \xe2\x97\x8f 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. \xe2\x97\x8f You love to learn. People would describe you as a curious problem solver that is highly adaptable. You have an attention to detail and an ability to focus on a project through the entire lifecycle with an excellent display of critical thinking. \xe2\x97\x8f Ability to make sound business judgments to meet customer and business goals in the most cost-effective way. \xe2\x97\x8f Ability to identify challenging situations and communicate expectations to both Authors and internal parties. \xe2\x97\x8f Comfortable with needs-based sales, managing targets while focusing on clients needs. \xe2\x97\x8f Self-motivated, with the ability to work as part of a team or independently as required. \xe2\x97\x8f Possess strong administrative, organizational and time-management skills. \xe2\x97\x8f Strong interpersonal and communication skills. Fluent in written and spoken English. \xe2\x97\x8f Computer literacy; familiarity with word processing and spreadsheet software. \xe2\x97\x8f Minimum two years of customer service experience. \xe2\x97\x8f Prior use of CRM software would be an asset. \xe2\x97\x8f Prior book publishing knowledge would be an asset. Core Competencies: \xe2\x97\x8f Customer Focus \xe2\x97\x8f Problem Solving \xe2\x97\x8f Accountability and Dependability \xe2\x97\x8f Communication \xe2\x97\x8f Creative and Innovative Thinking \xe2\x97\x8f Needs-based Sales \xe2\x97\x8f Project Management \xe2\x97\x8f Quality Orientation \xe2\x97\x8f Resiliency and Energy \xe2\x97\x8f Teamwork \xe2\x97\x8f Time Management About FriesenPress: Our team of employee-owners is a dynamic, diverse, and fun-loving group, united by our passions for beautiful books, wonderful writing, and fantastic stories. Since our founding in 2009, FriesenPress has helped over 8,000 authors realize their dream of publishing a book. As a publishing services provider, our mission is to embrace each book as our own and empower our authors to share their best stories with the world. Our shared culture and ownership values form the foundation of our approach to our customers, employees, and the community at large. FriesenPress is a fully remote Canadian company and part of the Friesens Corporation. Based in Manitoba, Friesens is an award-winning printer who has been in business since 1907 and prints approximately 25 million books every year, including large print runs for the likes of Penguin Random House, Simon & Schuster, Scholastic, and many more. Friesens has been recognized with numerous prestigious international awards for book quality and management leadership\xe2\x80\x94including Canada\xe2\x80\x99s Top 50 Best Managed Companies. At FriesenPress, we look for individuals who constantly raise their personal bar and seek to achieve outstanding results. We want to hire people who are eager to learn, but also people we can learn from \xe2\x80\x94 people who will increase the overall effectiveness of our organization and enrich the lives of the authors we\xe2\x80\x99re lucky enough to call our customers. If you feel that your personal and professional values align with ours, we invite you to join the FriesenPress family! Compensation & Application Process We offer an attractive compensation package, including: \xe2\x97\x8f Salary: $19.14 /hour base, plus commissions. Hourly wage increases to $19.68 at three months, to $20.21 at one year, and $21.28 at two years. \xe2\x97\x8f 100% remote work-from-home position with flexible hours (but must reside in Winnipeg) \xe2\x97\x8f Group RRSP plan with employer-matched contributions \xe2\x97\x8f Company-wide profit sharing, including employee share ownership trust \xe2\x97\x8f Comprehensive extended medical and dental benefits \xe2\x97\x8f Full training, including job shadowing, ongoing job training \xe2\x97\x8f Paid time off to volunteer in the community \xe2\x97\x8f Excellent opportunities for career development Applications will only be accepted that: \xe2\x97\x8f Are submitted no later than May 13, 2024; \xe2\x97\x8f Include your cover letter, r\xc3\xa9sum\xc3\xa9, and annual salary expectations as one .pdf attachment; \xe2\x97\x8f And include three references for individuals to whom you have reported. Applications will be accepted until May 13, 2024; however, if necessary we will re-open this opportunity until a match is found. We appreciate all applications, but due to high demand only those shortlisted for interviews will be contacted. No phone calls, please. If you meet the above criteria and would like to apply for this position, please submit your cover letter and r\xc3\xa9sum\xc3\xa9. We look forward to hearing Job Types: Full-time, Permanent Pay: From $19.14 per hour Expected hours: 40 per week Benefits:

• Casual dress
• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Commission pay

Application question(s):

• Please confirm you reside in Winnipeg or the surrounding area. Although this role is fully remote, we will not consider applicants outside this geographic area.

Education:

• DCS / DEC (required)

Experience:

• Customer service: 2 years (required)

Work Location: Hybrid remote in Winnipeg, MB Application deadline: 2024-06-03
Expected start date: 2024-07-02