[Hiring] Customer Care Specialist @Lifeway

Role Description

Lifeway is seeking a Remote Customer Care Specialist – Author Relations to serve as the dedicated point of contact for high-profile authors, managing their orders, communications, and overall service experience. In this role, you will own the full order lifecycle — from entry and processing to fulfillment tracking and issue resolution — while building trusted relationships with authors and internal publishing partners. You will play a key role in onboarding new authors, maintaining critical data in shared spreadsheets, and ensuring authors are kept informed about inventory changes and product availability. If you thrive in a high-volume, detail-oriented environment and love serving people well, this role offers meaningful work at the intersection of publishing and customer care.

• Lives out Lifeway’s mission and values, showing deep commitment to Kingdom work
• Receive, enter, and process author orders submitted via email and phone, ensuring accuracy and timely fulfillment
• Maintain and update author-shared spreadsheets with current pricing, product availability, and order status information
• Serve as the primary point of contact for authors, handling inquiries and resolving order-related issues with professionalism and care
• Onboard new authors by providing clear guidance on order processes, policies, and expectations
• Notify authors of out-of-print and going-out-of-print titles, offering opportunities to purchase remaining inventory before buyout
• Collaborate with content editors, acquisitions editors, and other internal teams to resolve complex author queries
• Update and maintain out-of-print and going-out-of-print records following buyouts, ensuring author records reflect current status
• Maintain accurate documentation of author interactions, issues, and resolutions
• Prepare and distribute reports on author care activities and performance metrics
• Provide feedback to management on process improvement opportunities and participate in ongoing training initiatives
• Limited travel: 2-4 times per year, typically overnight

Qualifications

• Associate's or Bachelor's degree (preferred)
• Master's degree (not required)
• Advanced graduate degree (PhD, etc.) (not required)
• 3+ years of customer service experience, including order processing and resolving discrepancies via phone and email
• Demonstrated ability to manage high volumes of orders accurately and efficiently
• Strong written and verbal communication skills for author-facing correspondence
• Proficiency in Microsoft Excel for maintaining and updating shared spreadsheets
• Experience using ERP systems (e.g., Oracle) or similar order management platforms
• Exceptional attention to detail in data entry, record-keeping, and reporting
• Ability to collaborate cross-functionally with editorial and publishing teams
• Ability to travel to the Middle Tennessee area 2-4 times annually for team gatherings
• Actively involved in an evangelical Christian church

Requirements

• Experience with Oracle, HK, or Amazon Vendor Central (preferred)
• Familiarity with publishing workflows including out-of-print and inventory buyout processes (preferred)

Benefits

• Comprehensive benefits plans including healthcare
• Vacation and sick time
• Holiday pay
• Care days
• 401(k) plan
• Maternity and parental leave
• Adoption assistance
• Mission trip time