Senior Representative-Corwin

Job Purpose / KEY OBJECTIVES OF THE JOB

How does the position contribute to Sage overall goals

The Corwin Account Support team provides comprehensive operational and administrative assistance to the Corwin Institutes program, the Corwin Sales team, and the existing customer base. Their work is essential in maintaining high service standards and supporting the successful delivery of Corwin's educational programs.

Key Accountabilities

Describe in detail the responsibilities of the job

The job functions include, but are not limited to, the following :

• Deliver exceptional customer service to the Corwin Sales team and customers through clear, professional phone and email communication; resolve inquiries and complaints per departmental procedures.
• Maintain and expand knowledge to manage account functions, prepare invoices, process renewals, and understand key financial processes and terminology.
• Support Corwin Institutes attendee database management in CVENT, including accurate data entry, invoice requests, processing in A2R, report generation, and customer follow-up.
• Prioritize and manage fluctuating workloads independently, aligning with business needs.
• Apply critical thinking to research and resolve customer issues efficiently.
• Develop a thorough understanding of Corwin's products and services.
• Collaborate with the Account Support team to balance workloads, provide cross-functional support, and ensure operational efficiency.
• Use CRM, fulfilment systems, and other tools to capture and maintain essential account and deal information.
• Handle order entry, access control, invoicing, and deliver outstanding service to customers, sales teams, and internal partners.
• Prepare daily productivity reports of the work done
• Support work in the other vertical too (cross-functioning) during lean time

Skills, Qualifications & Experience

Functional Knowledge & Skills

Demonstrated work history of excellent customer service, analytical and problem solving skills

Effective written and verbal communication skills

Strong working knowledge of the full suite and administration of Office 365 Microsoft solutions

Ability to work under pressure and deadlines

Qualifications & Experience

Graduate and above

2-4 years

Diversity, Equity, and Inclusion

At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong.  As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Our mission is building bridges to knowledge — supporting the development of ideas through the research process to scholarship that is certified, taught, and applied.

Learn about Sage | About our companies | Open editor positions

Sage is committed to the full inclusion of all qualified applicants. Accommodations will be made for any part of the interview process.

Skills Required

Report Generation, Customer Service, Office 365, Data Entry, Problem Solving, Invoicing