Customer & Accounts Associate

Customer & Accounts Associate

Media Education Foundation (MEF)

Location: Northampton, MA (in-office; occasional travel possible)

Please include a cover letter with your resume.

About the Media Education Foundation

For more than three decades, the Media Education Foundation (MEF) has been a leading force in producing award-winning documentary films that challenge, inspire, and educate. Our work is used in classrooms, community spaces, and institutions around the world to spark critical thinking about media, power, culture, and social justice.

We’re a small, collaborative team doing work that matters—and we’re looking for a thoughtful, detail-oriented Customer & Accounts Associate to help support educators, institutions, and partners who rely on MEF’s films and streaming platform every day.

If you thrive on helping people, enjoy juggling varied responsibilities, and want to work for a mission-driven organization with a strong sense of purpose, this could be a great fit.

The Role

The Customer & Accounts Associate is a key frontline position at MEF. You’ll be the primary point of contact for customers and partners—answering questions, resolving issues, processing orders, and helping institutions access our films and streaming platform smoothly and confidently.

This is a part-time, in-office role that blends customer service, account management, light sales support, order fulfillment, and administrative coordination. It’s ideal for someone who enjoys variety, values precision, and takes pride in delivering excellent, human-centered service.

What You’ll Do

Customer Service & Account Management (70%)

• Serve as the main point of contact for inquiries about MEF films, licensing options, screenings, and the streaming platform via email, phone, and live chat
• Build and maintain positive, long-term relationships with educators, librarians, and institutional partners
• Communicate regularly with subscribers regarding renewals, access questions, and usage support
• Prepare renewal quotes, follow up with prospective customers, and help establish a consistent lead-engagement cadence
• Follow up with leads from conferences, forms, and outreach efforts
• Maintain and expand MEF’s Knowledge Base and develop clear, friendly email templates
• Collect customer feedback and collaborate with staff to continuously improve the customer experience

Order Fulfillment & Inventory (20%)

• Process digital orders and screening requests accurately and efficiently using internal systems
• Generate invoices, packing slips, and related documentation
• Process credit card payments securely
• Complete required institutional paperwork (e.g., W-9 forms)
• Prepare and ship DVDs and other materials domestically and internationally
• Track inventory, place restock orders, and ensure all materials meet quality standards
• Monitor backordered or in-production items and keep customers informed

Administrative & Office Support (10%)

• Maintain and update Salesforce records, reports, and data hygiene
• Create web-to-lead forms, email templates, and custom reports
• Assist with office operations, supplies, and equipment coordination
• Serve as MEF’s primary receptionist—answering phones, greeting visitors, and fielding initial inquiries
• Manage mail, filing, scanning, archiving, and record-keeping
• Support senior staff as needed
• Help facilitate internal communication and coordination across the team

Marketing Support (As Needed)

• Collaborate with marketing and sales staff on campaigns and outreach
• Proofread marketing materials for clarity, accuracy, and consistency
• Support new release promotions and occasional local screening events
• Represent MEF at conferences or film screenings when appropriate

What We’re Looking For

• Excellent written and verbal communication skills
• A genuine passion for providing thoughtful, high-quality customer service
• Strong organizational skills and the ability to manage multiple tasks at once
• Comfort working independently while collaborating with a small team
• Curiosity, initiative, and a willingness to learn new systems and workflows
• Solid computer skills, including Microsoft Office and Google Workspace
• Experience with CRM and e-commerce systems (Salesforce and/or Shopify a plus, but not required)
• Alignment with MEF’s mission and an appreciation for the educational impact of documentary media

Physical Requirements

This role involves a mix of desk work and light physical activity, including standing, walking, lifting up to 50 pounds, and working at a computer for extended periods.

Why Work at MEF?

• Be part of a storied nonprofit organization with a national and international reputation
• Do meaningful work that supports educators and social change
• Join a collaborative, respectful, and mission-driven team
• Gain experience across customer service, sales support, marketing, and nonprofit operations
• Work in a creative, intellectually engaged environment where your contributions matter