Publishing Services Coordinator

***Please note this is a full time remote role working from home. But we are only accepting applicants from the Winnipeg and surrounding area.***

FriesenPress is the only 100% employee-owned Publishing Services provider in the world — and we’re growing!

We are currently looking for a Publishing Services Coordinator to join our remote workforce.

As Canada’s largest publishing service provider, FriesenPress helps authors realize their dream of publishing a book. Our suite of products includes various publishing packages containing a wide range of professional services. From editing, book layout and design, channel distribution, and marketing support, we help writers self-publish and succeed.

The Publishing Services Coordinator is a highly organized and process oriented individual who provides world-class service to Authors in preparation of the book production process. Responsible for guiding authors through the preparation of their publishing materials, this role will enable you to use your organization, customer service, and problem-solving skills. The ideal candidate enjoys working in a collaborative environment, is detail oriented and tech savvy, has a strong work ethic with an eagerness to learn.

If this sounds like the ideal position for you, we want to talk to you!

Duties & Responsibilities

• Maintain a high level of customer satisfaction throughout a collaborative, multi-faceted, and high touch publishing process.
• Manage Author relationships to build a reputation for excellent service and generate repeat business.
• Coordinate activities & preparation associated with an Author’s book publication, including but not limited to: onboarding new authors, coaching on manuscript requirements, providing technical assistance, assessing submitted book materials, production support related to project management activities, setting expectations for the remaining production stages, and answering general queries that relate to the production process.
• Manage Author account in internal Customer Relationship Management (CRM) software, including manuscript materials and publication instructions.
• Proactively manage accounts to anticipate potential issues that may impact Authors, and promptly resolve any concerns that may arise during the publication process.
• Collaborate with internal and external stakeholders to ensure that the execution of the Author’s project meets their expectations.
• Manage Author communication through email, phone and in-person meetings. Complying with FriesenPress service levels requirements.
• Collaborate with the Publishing Specialist team to ensure that the execution meets the Author’s expectations, based on the materials you have packaged.
• Collaborate and offer support to the Administration team, supporting incoming calls, emails and general author inquiries. Provide vacation or sick time coverage for the Administrative team as needed.
• Perform other job assignments as prescribed by the Operations Manager, Administration, Design & Promotion.

Job Requirements

• Demonstrated ability to offer world-class customer service standards in person, on the phone, and via email; with a passion to go above and beyond customer expectations.
• Ability to make sound business judgments to meet customer and business goals in the most cost-effective way.
• Ability to identify challenging situations and communicate expectations to both authors and internal parties. Clear communication with a proven skill set in written and verbal communication.
• Self-motivated, with the ability to work as part of a team or independently as required.
• Excellent display of critical thinking and problem-solving skills while upholding a high level of professionalism. Attention to detail is a must.
• Possess strong administrative, organizational and time-management skills.
• Strong interpersonal and communication skills. Fluent in written and spoken English.
• Computer literacy; familiarity with word processing and adobe software. Prior use of CRM software would be an asset.
• Minimum two years of customer service experience.
• Prior book publishing knowledge would be an asset.

Core Competencies

• Accountability and Dependability: Takes personal responsibility for the work he/she does. Can be trusted to do what is right. Follows through on the things that are expected or required of him/her in his/her position as an employee of FriesenPress.
• Creative and Innovative Thinking: Develops fresh ideas that provide solutions to all types of workplace challenges.
• Communication: Clearly conveys information to a variety of audiences using the tools necessary, engaging the audience to ensure the message is delivered and understood, creating a positive first impression with confidence and respect.
• Customer Focus: Ensures and maintains customer satisfaction with products/services offered by the organization.
• Problem Solving: Resolves difficult and complicated challenges.
• Providing Consultation: Partners with clients to identify and resolve complex and sensitive issues.
• Quality Orientation: Completes tasks keeping in mind all aspects involved regardless of magnitude, checking tasks and processes while having attention to details.
• Team Work: Promotes cooperation and commitment with the team towards the attainment of common goals. Gets others excited about and committed to furthering the organization’s objectives. Enables cooperative and productive group interactions.
• Time Management: Maximizes time in order to accomplish as many tasks as possible in a timely manner keeping in mind prioritizing tasks as needed.

About FriesenPress

Our team of employee-owners is a dynamic, diverse, and fun-loving group, united by our passions for beautiful books, wonderful writing, and fantastic stories.

Since our founding in 2009, FriesenPress has helped over 5,000 authors realize their dream of publishing a book. As a Publishing Services provider, our mission is to embrace each book as our own and empower our authors to share their best stories with the world. Our shared culture and ownership values form the foundation of our approach to our customers, employees, and the community at large.

FriesenPress is located in Victoria, British Columbia, and our parent company is Friesens Corporation. Based in Manitoba, Friesens is an award-winning printer who has been in business since 1907 and prints approximately 25 million books every year, including large print runs for the likes of Penguin Random House, Simon & Schuster, Scholastic, and many more. Friesens has been recognized with numerous prestigious international awards for book quality and management leadership—including Canada’s Top 50 Best Managed Companies.

At FriesenPress, we look for individuals who constantly raise their personal bar and seek to achieve outstanding results. We want to hire people who are eager to learn, but also people we can learn from — people who will increase the overall effectiveness of our organization and enrich the lives of the authors we’re lucky enough to call our customers. If you feel that your personal and professional values align with ours, we invite you to join the FriesenPress family!

Compensation & Application Process

We offer an attractive compensation package, including:

• Starting at $17.01 with 3 month probationary period and step to $18.07
• 100% remote work-from-home position with flexible hours
• Group RRSP plan with employer-matched contributions
• Company-wide profit sharing, including employee share ownership trust
• Comprehensive extended medical and dental benefits
• Full training, including job shadowing, ongoing job training
• Paid time off to volunteer in the community
• Excellent opportunities for career development

Applications will only be accepted that:

• Are submitted no later than March 8, 2024;
• Include your cover letter, résumé, and annual salary expectations as one .pdf attachment;
• And include three references for individuals to whom you have reported.

Applications will be accepted until March 8, 2024; however, if necessary we will re-open this opportunity until a match is found. We appreciate all applications, but due to high demand only those shortlisted for interviews will be contacted. No phone calls, please.

If you meet the above criteria and would like to apply for this position, please submit your cover letter and résumé. We look forward to hearing from you!

Job Types: Full-time, Permanent

Salary: $17.01-$21.28 per hour

Expected hours: 40 per week

Benefits:

• Casual dress
• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus pay

Education:

• Secondary School (required)

Experience:

• Front desk: 1 year (preferred)
• Administrative experience: 1 year (preferred)

Work Location: Hybrid remote in Winnipeg, MB R3N 1Z2

Application deadline: 2024-03-08
Expected start date: 2024-04-02