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Operations Yearbook Specialist

Company: Shutterfly
Location: Anchorage
Posted on: September 6, 2020

Job Description:

Lifetouch has an exciting opportunity for a Yearbook Sales Support Specialist to join our team.

Lifetouch National School Studios Inc., a Shutterfly Inc. company, is an industry-leader with operations in all 50 states and Canada. Employees enjoy our fast-paced, collaborative culture and the ability to directly impact our business.

POSITION SUMMARY

Serves as an operational touchpoint and support for the sales function with a focus on host services and event management focused on school yearbooks.

PRIMARY DUTIES AND RESPONSIBILITIES

Host Service


  • Responds to and resolves basic account calls and/or escalates non-technical issues for all accounts. Provides timely feedback to the appropriate sales resource to ensure account satisfaction
  • Provide support to yearbook accounts including assisting with yearbook design and page layouts. It could include building yearbook pages if needed.
  • Provides technical support for YBPay and Prestige Yearbook Choice
  • Investigates and resolves lab delays
  • Ensures customer understanding and compliance for yearbook publishing deadlines and material submission requirements
  • Accesses and utilizes Lifetouch Publishing websites to support account inquiries and internal production reporting

    Contract Management and Entry

    • Responsible for account booking accuracy including moving bookings to Agreement Filed and ensuring accurate contract information in partnering with the sales staff
    • Upload approved final contract to the designated storage area
    • Receive completed standardized Work Orders specifications and follows up with sales staff on any open items
    • Account confirmations for enrollment, sales materials, yearbook cover and page submission and final yearbook order confirmation
    • Monitor, research and resolve booking exceptions
    • Completes job entry including ordering of sales materials (flyers) and school supplies
    • Enrolls Account to make online yearbook website available to school
    • Invoice/Past due balance confirmation working in conjunction with Sales as needed
    • Sets up Sales Tracker, Activates YBPay and Parent Notify (if applicable)

      Scheduling

      • Schedules activity pictures (if applicable)
      • Provides sales staff and/or customers with calendar (picture date) details

        Customer Service

        • Provide customer service to end consumers as required

          General

          • Represents Lifetouch in a professional manner at all times while adhering to all Company and area policies and displays confidence and professionalism even during times of stress and in difficult situations.
          • Uses safe work habits including proper lifting, bending, pushing, pulling, squatting, twisting, and driving techniques and adheres to all safety rules and guidelines.
          • Other duties as assigned

            MINIMUM GENERAL REQUIREMENTS

            • High school diploma or equivalent and relevant post-secondary coursework/formal customer service training.
            • 2+ years of customer service experience or an equivalent combination of education and experience.
            • Intermediate to advanced computer skills, including using Google platform and Microsoft Office - Excel, Word, PowerPoint.
            • Superior phone and customer service skills/etiquette.
            • Excellent verbal, written, listening, and interpersonal skills.
            • Strong problem solving and organizational skills.
            • Ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry customers.
            • Ability to handle confidential information.

              CRITICAL RELATIONSHIPS

              • School Administrators
              • School Staff
              • Operations Manager
              • Territory/Area Sales employees
              • Other Sales Support Specialists
              • Area Photographic Operations Manager and Area Sales Manager
              • Territory/Area employees

Keywords: Shutterfly, Anchorage , Operations Yearbook Specialist, Other , Anchorage, Alaska

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