We have been a leading figure in publishing for more than 500 years. We have always been a forward-looking organization, maximizing the technology for the day, but the digital revolution is bringing enormous change, fast. That same spirit of adventure and entrepreneurialism is critical to our future success. In a fast-changing publishing landscape, OUP welcomes the inquisitive, the inventive, and the ambitious; people who challenge the conventional, and pioneer the possible.
About the Role
We are looking for a proactive and customer focused Account Manager to provide comprehensive account management support to ELT (English Language Teaching) customers worldwide. This role is ideally suited to someone with a passion for customer service who can serve as the key point of contact for customers, driving continuous improvement and making recommendations.
Key duties will include:
Provide a full, accurate and comprehensive sales order management service from order receipt to delivery in the market
Support the Sales teams with commercial activity and proactively provide input into the sales process
Provide an extensive and proactive customer care experience for customers and local area managers/Regional Sales Directors
Provide a complete and accurate claims management service within agreed timescales, and analysis and validation of claims according to policy and business requirements
Manage the lifecycle of ELT customer accounts, ensuring that customer information is accurately reflected on OUP’s core systems
Manage the pricing lifecycle process from the activation of a new account, through to the on-going maintenance and Annual Pricing review, to support the Sales teams
Lead and participate in departmental Continuous Improvement projects to identify, implement and review process improvements to ensure the team works according to standard procedures and best practice
We operate a hybrid working policy that requires a minimum of 2 days (Monday & Tuesday) per week in the Oxford office.
About You
Our ideal candidate would be someone inquisitive with a strong initiative and the ability to work autonomously. This is not a sales role, neither is it a conventional customer service role. Instead, we are looking for someone that has demonstrable relationship management experience whilst managing accounts - i.e. order processing, nurturing relationships and being the first point of contact for key customer accounts, handling queries and deliveries etc...
Essential:
Relationship management experience
Prior experience of working in a customer service environment
A highly customer-focused “can do” approach and awareness of key customer service values
Exceptional administrative and organisational skills
Excellent interpersonal and communication skills
Proficient in Excel and other Microsoft packages
Ability to quickly learn and adapt to new systems and procedures
Desirable:
SAP experience
Experience of/or an interest in developing process improvement
Benefits
We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.
We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.
This role comes with a discretionary annual bonus.
Please see our Rewards and Recognition page for more information.
Queries
Please contact tobi.ogunnaike@oup.cpm with any queries relating to this role.
We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.
