Customer Service Representative1075The New York Times Shared Services Center is the Business Solutions Provider for one
of the world's premier media companies. Located in downtown Norfolk, Virginia, the SSC is a centralized facility for
streamlining many of the Company's core processes in Benefits, Finance, Strategic Sourcing & Contracts, and Information
Technology.Shift position responsible for performing customer service for The New York Times newspaper and selected
other NYT properties as required (International Herald Tribune, NYTdigital, Boston Globe group buys). The Customer
Service Representative (CSR) has end-to-end responsibility for the fulfillment of all requests and orders for external
and internal customers. The CSR is part of a team and performs any and all duties related to advertising customer
service, order entry, billing, trafficking and ad processing.The position requires a high degree of discipline,
flexibility, initiative, ownership, and customer focus. Strong self-management skills are required. Successful
candidates must be proactive in avoiding and solving problems, taking full responsibility for full and thorough
resolutions, and for impacts within Customer Order Fulfillment (COF) and in related departments. Should require minimal
supervision and comfortably manage a variety of changing tasks and technology, based on business needs. Strong
thinking/learning skills are required, along with excellent communication skills both verbal and written. Solid math
skills and comfort with technical issues are important.Technical Knowledge and Skills- Work cooperatively in
multifunctional team and with offshore team to prioritize and complete work. Provide highest quality customer service
and sales support.- Enter orders into the systems accurately and expeditiously.- Promote and provide customer service
for all functions of the NYTimes Ad Portal.- Perform credit-checking functions and make appropriate decisions based upon
credit policy and procedural guidelines.- Coordinate complaint resolution, and evaluate and process billing adjustments
and credits.- Process electronic ad material from receipt through transmission to database storage.- Screen advertising
materials to ensure they meet TNYT legal and moral standards.- Traffic and track advertising material and contact
customers as necessary.- Communicate as necessary with Advertising Sales, Sales Administration and Make-up departments
regarding billing and production issues.- Demonstrate knowledge of products, rates, deadlines, adjustments, schedules
and production specifications.- Confirm customer rates and resolve rate discrepancies on priority basis.Work Experience-
Approximately 2 years of experience in at least one of the following areas preferred; Advertising Order Entry,
Advertising Sales, Financial services (Billing / Credit collections), Advertising Processing, and Customer Service. -
Excellent written and verbal communication skills and solid math skills are required. - Basic PC/MSOffice (Excel, Word)
required.- Demonstrated ability to develop cooperative relationships with customers, peers, and all levels of
management.- SAP, PPI, or Adobe, Photoshop, Quark, Pongrass skills preferredThe New York Times Company is an equal
employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual
orientation, marital status, age, disability, national origin, citizenship, or any other protected characteristic. The
New York Times Company is committed to diversity in its most inclusive sense.