A bout Gumdrop Books

Gumdrop Books is a trusted provider of high‑quality, library‑bound books and educational materials for schools and libraries across the country. We pride ourselves on exceptional service, durable products, and personalized support that helps educators build strong, engaging collections for their students.

We are seeking a friendly, detail‑oriented Customer Service Agent to join our team and help ensure every customer receives the outstanding experience Gumdrop Books is known for.

Position Overview

The Customer Service Agent serves as the primary point of contact for schools, librarians, teachers, and district personnel. This role handles inquiries, resolves issues, processes orders, and supports both inside and outside sales teams. The ideal candidate is patient, organized, and committed to delivering exceptional service with every interaction.

Key Responsibilities

Customer Support

• Answer incoming calls and emails from schools, libraries, and educational customers
• Provide accurate information about products, orders, pricing, and availability
• Assist customers with order placement, tracking, returns, and replacements
• Resolve customer concerns with professionalism and empathy

Order & Account Management

• Enter and update customer orders in the system
• Verify pricing, discounts, and shipping details
• Maintain accurate customer records and documentation
• Coordinate with warehouse and shipping teams to ensure timely delivery

Problem Resolution

• Investigate and resolve order discrepancies, damaged shipments, or billing issues
• Follow up with customers to ensure satisfaction
• Escalate complex issues to supervisors when necessary

Qualifications

Required

• High school diploma or equivalent
• Strong communication skills (verbal and written)
• Excellent attention to detail and accuracy
• Ability to multitask in a fast‑paced environment
• Customer‑focused mindset with a positive attitude
• Basic computer proficiency (email, CRM systems, order entry software)

Preferred

• Experience in customer service, call center, or educational sales support
• Familiarity with school purchasing processes
• Knowledge of books, literacy programs, or educational materials

Key Competencies

• Professional and friendly phone presence
• Problem‑solving and critical thinking
• Patience and empathy
• Team collaboration
• Time management
• Adaptability

Work Environment

• Full‑time position
• Office‑based
• Standard business hours 8-5

Benefits

• Competitive pay
• Health, dental, and vision insurance
• Paid time off and holidays
• Opportunities for growth within the company