Subscriptions and Circulations Coordinator

Full Time
Collingwood, Victoria
Start Date: September 2023

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Schwartz Media

Schwartz Media is hiring a subscriptions and circulations coordinator to join The Saturday Paper, The Monthly, Australian Foreign Affairs and 7am.

Primary responsibilities will include:
**Circulation Coordination**
- Allocate new subscribers to agents for delivery or collection
- Send the “Active and No HD” list to the Subscriptions Manager so they can import new starts
- Enact subscription suspension, take off holds and place on holds
- Enact address changes. This involves unallocating subscribers from their existing agent and allocating them a new agent, making use of the mapping system
- Investigate and report back on the availability of home delivery or collection for potential subscribers, using the mapping system and the agent database
- Investigate and rectify home delivery issues with our network of delivery agents
- Investigate any problems with supply to newsagents
- Share an accurate version of the Active list every Thursday
- Advise the subscriptions team of any changes to distribution, such as territory takeovers by new agents. In turn, the Subscriptions Manager will contact all subscribers affected and update our records
- Ensure delivery agents are debited for all missed deliveries, which includes sending weekly stop/starts to Wrapaway (our distribution company) to ensure non-deliveries are credited
- Assist agents with difficulties with subscriptions
- Identify sell-outs and work with Wrapaway to suggest allocations increases for sell-outs
- Working on other strategic projects to be decided in collaboration with the CEO
- Liaising with Wrapaway and other distribution and printing contacts
- Other ad hoc duties as required

**Customer Service**
- Provide frontline customer service for the subscriber database of The Monthly, The Saturday Paper and Australian Foreign Affairs
- Action requests in a timely manner, within the same business day where possible
- Follow procedures to concisely help with queries, including but not limited to:

- Purchasing new subscriptions (personal or gift)
- Help run renewal campaigns
- Renewing subscriptions (personal or gift)
- Contact change requests
- Changing subscriptions (i.e., from print to online or international)
- Magazine/newspaper delivery issues
- Digital issues/troubleshooting
- Credit card payment and cheque enquiries
- Be fully proficient with providing customer service via the civiCRM platform
- Liaise with third party subscription providers (EBSCO, Prenax, isubscribe, Magshop) to receive orders and respond to queries
- Assist with second dispatch of publications from the office
- Provide administration support on campaigns and database projects
- Monitor social media platforms for subscription-related comments and queries
- Transcribe each episode of 7am by COB on the publishing date
- Accurately process bookstore returns
- Work with distribution partners to maintain the subscriber base and ensure timely delivery

**PERSONAL SKILLS AND EXPERIENCE**
- The ability to work at a fast pace while maintaining sharp attention to detail
- Proficient written and verbal communication skills
- A calm, confident and friendly phone manner
- A passion for Schwartz Media products and an interest in news media
- Being technologically savvy
- Experience working with Google Earth Pro, Google Sheets and Excel

**HOW TO APPLY**

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