Provides multichannel customer and sales support for Titlewave eCommerce services, including quotes, product lists, orders, account maintenance, training, and collection curation. Serves as an internal subject matter expert, supports platform testing and documentation, communicates enhancements to IT, qualifies leads, and assists Follett Sales Consultants. The role also documents customer interactions in Salesforce, uses Microsoft 365, resolves complex inquiries, and may travel to conferences or customer sites.

Leads customer service and order entry/account maintenance teams, setting strategy, developing leaders, managing escalations, and improving customer experience. Owns KPIs including satisfaction, retention, resolution time, order accuracy, and service levels. Partners cross-functionally with Sales, Product, Operations, Finance, and Logistics; sponsors process improvement and digital transformation; manages budgets, headcount, reporting, and resource planning.