Member & Customer Relations Representative
About AIHA
AIHA is the association for scientists and professionals committed to preserving and ensuring occupational and environmental health and safety (OEHS) in the workplace and community. Founded in 1939, we support our members and our expertise, networks, comprehensive education programs, and other products and services that help them maintain the highest professional and competency standards. More than half of AIHA’s nearly 8,500 members are Certified Industrial Hygienists (CIH), and many hold other professional designations. AIHA serves as a resource for those employed across the public and private sectors and the communities in which they work.
About the Role
The Member & Customer Relations Representative primary responsibility is answer phone calls and respond to emails, maintain the mail room, interact with members, keep the office supplies and kitchen stocked, and resolve issues in a timely and effective manner. This position will report to Senior Manager, Member & Customer Relations. This position is required to be in the office at least one day per week.
Essential Duties and Responsibilities
Visitors to the office:
- Serve as one of two representatives to all visitors to AIHA, including receiving guests and alerting appropriate staff.
Telephone Coverage:
- Responds to telephone calls in a timely and professional manner.
- Maintain the general voicemail system for AIHA.
- Uses online scripts to answer questions about any association program, activity, and/or service.
Mail & Document Processing:
- Process all outgoing mail (domestic and international) via UPS, FedEx, USPS, and international packages
- Process occasional bulk mailing and staff’s personal mail
- Log all incoming packages and deliver reasonable-sized packages to AIHA staff
- Alert staff of larger shipments upon arrival
- Sort and file all incoming faxes
- Complete end of month/daily reports for USPS, UPS, FedEx, and International for personal postage, departmental postage, and all Xerox copiers/scanners
Order Fulfillment
- Process and fulfill publication and eLearning orders, including:
o Receiving orders via phone, fax, email, and mail
o Entering information into AMS system and processing payments
o Processing lockbox orders
o Processing quotations for customers
o Completing transmission of orders
o Boxing and shipping out in-house orders
- Processing all merchandise returns. This includes researching the problem, issuing call-tags (when needed), filling out appropriate paperwork, working with Finance, restocking items and sending replacements
- Research all problem calls/mail relating to orders and providing copies of invoices and order confirmations to customers
- Assist at AIHce annual conference in processing onsite orders and transmitting high volume AIHce orders
Supply Stocking & Inventory Tracking
- Oversees inventory and supply orders, including weekly inventory of kitchen supplies
- Process staff orders from office supply vendor
- Maintain inventory in shipping center including replenishing mailing supplies, AIHA branded supplies, publications, toner cartridges, etc.
Member Interactions
- Assist in maintaining membership database and entering changes, including entering new prospects into database, address changes from Synergist returns, maintaining and updating Volunteer Groups committee rosters.
- Assist with incoming inquiries related to membership issues, providing dues receipts, processing renewal payments, creating invoices, processing new membership applications, and answering all membership related inquiries.
- Process Synergist subscriptions by taking payments for subscriptions, entering new orders, enter complementary subscriptions, review all claims, and process non-member Synergist return issues.
Consultant’s Listing
- Make sales/reminder calls to consultants for the Consultant’s Listing
- Create a personal email to all renewing consultants and process all incoming payments for the listing
- Provide data entry support for advertisement details
- General website maintenance including correcting and adding listings to the website
- Prepare files and proof final digital copies
Additional Responsibilities
- Train new employees on telecom system, in/out mail process, Outlook calendar entries, and Xerox machine.
- Assist with various administrative projects, including stuffing envelopes, folding letters, collating copies, and processing outgoing mail
- Assist with minor equipment maintenance (coffee machine, copiers, telecom system, etc.)
- Assist with other administrative activities, as directed, and needed
Qualifications
Education & Experience
Required:
- 0 – 2 years’ experience in an office setting, preferably in an association or non-profit, internships will be considered
- Very strong customer service skills
- Excellent organization and communication skills
Preferred:
- Bilingual in English & Spanish
To Truly Excel, You Will Have:
- Have exemplary attention to detail and a customer service focused mindset
- Be able to handle confidential information and use discretion when necessary
- Be able to communicate and work with employees and customers
- Demonstrate flexibility and adaptability in your work style to better respond to multiple requests/tasks, shifting priorities, and informational needs
- Be team-oriented and able to share information, goals, opportunities, and successes with the appropriate parties
Travel
Travel to our annual conference may be required for this position.
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Residency Requirement
This position is eligible to work remotely most of the time. From time to time, it may be required to come into the office based on business needs. Based on our business set-up and to maximize remote work opportunities, AIHA only employs individuals who live in Washington, DC, Maryland, or Virginia. To be considered a candidate must live in, or be willing to relocate to, Washington, DC, Maryland, or Virginia.
Vaccine Requirement
AIHA requires all members of staff to be fully vaccinated from COVID-19 and present proof of vaccination status. Requests for exemptions from this requirement due to a medical condition or sincerely-held religious belief or practice will be considered. AIHA follows the CDC’s definition of “fully vaccinated.”
Salary & Benefits
The pay for this position ranges from $23/hr to $23.80/hr based on experience and qualifications for the role. AIHA offers comprehensive health, dental and vision benefits partially funded by the organization. We also offer a 401(k) match, FSA, Life & AD&D, STD, LTD, flexible scheduling, telecommute options, and paid: holiday, personal, sick, and vacation leave. AIHA believes in developing our employees so we provide professional development opportunities (internally and externally) and tuition reimbursement.
To Apply
If this job sounds interesting and you have the experience needed, please submit a resume via our Career’s Page (https://theapplicantmanager.com/careers?co=ah).