CBS Corporation eCommerce Customer Service Analyst in Riverside, New Jersey

eCommerce Customer Service Analyst

REF#: 28610

CBS BUSINESS UNIT: Simon & Schuster

JOB TYPE: Full-Time Staff

JOB SCHEDULE: Full-Time

JOB LOCATION: Riverside, NJ, US

ABOUT US:

Simon & Schuster, a part of CBS Corporation, is a global leader in the field of general interest publishing, dedicated to providing the best in fiction and nonfiction for consumers of all ages, across all printed, electronic, and audio formats. Its divisions include Simon & Schuster Adult Publishing, Simon & Schuster Children’s Publishing, Simon & Schuster Audio, Simon & Schuster Digital, and international companies in Australia, Canada, India and the United Kingdom.

DESCRIPTION:

This is an entry level position in the eCommerce Department. The eCommerce Analyst will prepare and process customer e-book billings; develop, analyze and run queries/reports to minimize errors and reconcile customer files to actual billings. This position will support the group, including EDI and POS, with functional testing as needed and adhere to all company and departmental policies and procedures.

DUTIES & RESPONSIBILITIES:

  • Responsible for accuracy of all e-book billing transactions for Agency and TOS customers

  • Responsible for ensuring all e-book billing transactions process efficiently and on schedule

  • Monitor e-book billing functions and resolve issues

  • Analyze processes to increase e-book billing efficiencies

  • Procure and track all customer e-book files on a monthly basis for processing

  • Assist in reconciliation of customer e-book files to actual e-book billing

  • Work with CFS to accurately capture and process e-book refusals or sale reversals

  • Research new and existing EDI documents

  • Analyze processes to increase EDI efficiencies

  • Assist EDI and IT personnel with technical support as relates to troubleshooting, testing and resolving issues

Point of Sale (POS):

  • Retrieve weekly POS files from customer source (e-mail, FTP, Portal) and load to appropriate location

  • Run weekly POS reports in IBM Cognos for distribution to various departments

  • Run regular validation reports to ensure accurate POS data loaded into system

Other:

  • Document and develop processes and suggest improvements based on analytical conclusions

  • Interact frequently with customer and sales contacts to resolve issues and ensure customer compliance

  • Interface with IT for issue resolution and mapping

  • Create queries from Excel and Access to run required reports

  • Analyze systems, reports and procedures to support business rules and practices

  • Other duties as assigned

QUALIFICATIONS:

Required:

  • Bachelors Degree in Business Technology or related field from an accredited college/university

  • Accounting, Finance, Customer Service or related experience a plus

  • Excellent communication skills: verbal and written

  • Excellent PC skills. Excel spreadsheet (Pivot Tables, V-Lookup, Macros), MS Access, Cognos and SQL

  • Ability to use various PC/CS utilities and Internet based utilities

  • Strong interpersonal skills needed in dealing with other employees, management and customers

  • Must be able to exercise good independent judgment with good skills

  • Well organized, with good time management skills

  • Attention to detail and accuracy

  • Ability to analyze reports/procedures and make suggestions for process improvements where needed

  • Must be able to interpret objectives and coordinate day to day tasks

  • Good at facilitating problem solving with customers and colleagues

  • Ability to work under pressure to meet deadlines and month end goals

EEO STATEMENT:

Equal Opportunity Employer Minorities/Women/Veterans/Disabled