Customer Experience & Publications Associate

The Immigrant Legal Resource Center is Hiring!

Customer Experience & Publications Associate – San Francisco, CA

The Immigrant Legal Resource Center (ILRC) is seeking a full-time Customer Experience & Publications Associate based in our San Francisco office. This is an exempt union position that reports to the Associate Director of Educational Program Management.

The ILRC currently has a hybrid work model requiring at least two in-office days per week.

The ILRC is a leading national nonprofit legal support center headquartered in San Francisco with additional staff in Austin, Houston, Laredo, San Antonio, Southern California, the San Joaquin Valley of California, Washington, D.C., and Washington state. ILRC’s mission is to work with, educate, and enhance the capacity of immigrants, community organizations, and the legal sector, to build a democratic society that values diversity, dignity, and the rights of all people.

Founded in 1979, the ILRC is one of the foremost experts on engaging immigrants and developing their leadership in the democratic process, providing expertise on complex issues of immigration law, procedure, and policy, and engaging in advocacy and educational initiatives on policies that affect immigrants. We are a team-based organization that makes most of its decisions in a collaborative manner that allows for significant staff input.

In this role, you will represent the ILRC at conferences and events, provide customer service related to our publications and educational offerings, coordinate product shipping with our third-party print and fulfillment vendor, maintain vendor relationships, support cross-departmental customer service needs, and ensure accurate sales and marketing data. You will serve as the publications ambassador, promoting our written and online materials to customers while guaranteeing seamless backend operations.

Responsibilities

Conference Sales & Representation

• Complete and process exhibitor contracts, including booth space payments;
• Travel to industry conferences and events to showcase and sell our publications;
• Set up and manage exhibition booths and promotional displays;
• Present our resources to target audiences by highlightingthe features and benefits of our print and PDF manuals;
• Build relationships with industry professionals and develop potential sales leads; and
• Track sales performance and gather market intelligence at events.

Customer Service

• Respond promptly to customer inquiries about publications, webinars, trainings, and other
• inquiries;
• Process and troubleshoot orders received through our organization's online store and from phone requests;
• Resolve customer issues related to purchases, order status, refunds, deliveries, or online access;
• Maintain accurate customer records and order histories in Salesforce; and
• Coordinate with third-party fulfillment vendor(s) to ensure accurate inventory levels and timely delivery.

Cross-Departmental Support

• Assist other teams with customer service-related duties as needed;
• Serve as backup support during high-volume periods or staff absences;
• Create coupon codes for the 40-hour basic immigration law course student textbook orders;
• Help with customer inquiries that span multiple departments;
• Review vendor invoices and submit for approval/processing;
• Share customer feedback and insights with relevant teams, including Education Team and TLC;
• Participate in cross-functional customer experience improvement initiatives; and
• Collaborate on organization-wide customer service standards and protocols.

Shipping & Logistics

• Prepare and ship publications and promotional materials to and from conferences;
• Manage incoming inventory shipments and track delivery status;
• Troubleshoot shipping issues and address customer delivery concerns;
• Coordinate with shipping providers to ensure cost-effective and timely delivery; and
• Maintain accurate shipping records and inventory tracking.

Vendor Management

• Maintain strong working relationships with print vendors;
• Regularly communicate with print vendors regarding publication needs;
• Monitor inventory levels and coordinate reprints when necessary;
• Negotiate timelines and resolve any production issues; and
• Track and report on vendor performance metrics.

Data Management

• Maintain accurate and up-to-date records in Salesforce CRM, including entering and updating customer information, sales transactions, and any phone or email interactions;
• Clean and deduplicate data regularly to ensure database integrity;
• Generate sales reports and analyze performance metrics; and
• Manage marketing data related to campaigns, lead generation, and conversions.

Brand Ambassador

• Represent our organization's values and mission at all touchpoints;
• Provide consistent messaging about publications and educational offerings;
• Identify opportunities to enhance brand visibility and reputation; and
• Collaborate with the marketing team on promotional strategies and sales lead generation.

Qualifications

Required qualifications

• At least 4 years of experience in customer service, sales, or related field;
• Excellent communication and interpersonal skills;
• Experience with Salesforce CRM or similar database systems;
• Ability to travel frequently to conferences and events (approximately 10 - 15%);
• Strong problem-solving abilities and attention to detail;

Preferred qualifications:

• Proficiency with data management and reporting tools;
• Experience with shipping logistics and inventory management;
• Vendor relationship management experience is a plus;
• Adaptability and willingness to support multiple teams is a plus; and
• Knowledge of or interest in immigration rights’ a plus.

Compensation/Benefits:

Pay is commensurate with experience. The salary range for the position will be 90,000 – 100,000. The ILRC offers excellent benefits, medical/dental/vision insurance, EAP sessions, a flexible spending account for medical and dependent care, vacation, and sick leave. The ILRC also sponsors a retirement plan option upon fulfillment of eligibility. Additionally, we offer an annual professional development stipend of $2,500, and, from 2024 – 2027, an annual wellness stipend of $2,500.

Applications:

This position will remain open until June 23rd. To ensure consideration of your application, please submit a cover letter explaining your qualifications for the role, salary requirements, a current resume, as well as the names and contact information of three professional references, one of which must be a supervisor.

Online applications are preferred. As an alternative, you can mail your application to:

Customer Experience & Publications Associate Hiring Committee

Immigrant Legal Resource Center

1458 Howard Street

San Francisco, CA 94103

No phone calls please.

As a condition of employment at the ILRC, you will be required to submit proof of vaccination and at least two booster shots against COVID-19.*

The ILRC is an equal opportunity employer and does not make hiring or employment decisions on the basis of race, color, religion or religious beliefs, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability age, military or veteran status, or any other basis protected by applicable local, state or federal laws. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, ILRC will also consider for employment qualified applicants with arrest or conviction records.

The ILRC provides reasonable accommodations as required by law. Employees may request an exception from vaccination requirements (if applicable) if the vaccine is medically contraindicated for them or medical necessity requires a delay in vaccination. Employees also may be legally entitled to a reasonable accommodation if they cannot be vaccinated because of a disability, or if receiving a COVID-19 vaccination conflicts with a sincerely held religious belief, practice, or observance. There may be other recognized exceptions under applicable state and/or local laws.

This is a bargaining unit position represented by the National Legal Services Workers; NOLSW, Local 2320.