Health cover is a requirement for the job, and we will ask you to provide proof of this on a successful application. Do you have health cover which will continue if you accept this position?
We value our customers and colleagues, and we want to ensure that all our communication with them - whether in person, via email, or on social media - is friendly, professional, and upholds our posted service levels. As most of your interaction with our customers, and other Pelgrane team members, will primarily be in text form, it's important to us that you communicate well this way.
Please write what you would send in the following scenarios, and list any follow-up actions.
You receive the email below from a customer. You ask our shipper to look into this and it turns out that they overlooked this order, and have not shipped it.
I ordered Trail of Cthulhu from your website six weeks ago, and I still haven't received it, and I haven't had any order confirmation email, either. What's going on?
You receive the email below from a manager. You already have a day's work to do (which has a deadline of tomorrow), and you've just got an email from UK Customs, who are holding a shipment of books and demanding you send them completed forms before the end of the day or they'll send the books back to the US printers, and charge Pelgrane for the freight.
I'm forwarding on the final text file for our new book. Please polish this up and send it to the printer before tomorrow - there's about half a day's work left to do on it.
You receive the email below from an artist. You want to have a book printed in time to sell at Gen Con, and all you're waiting for is the final art, which you need to get in five days to hit your print deadline. The artist is already a week past the agreed deadline to have all twelve commissioned images submitted, and has so far only submitted nine.
I’m sorry, but I am swamped under with other work, and I won’t be able to get the three images done by the end of the week. I should be able to have them to you in three weeks' time.
You receive the email below from a customer. You investigate, and discover they placed their order two days ago, posted this message on the Pelgrane Facebook page two hours ago, and Tweeted a message at Pelgrane Press an hour ago.
WHAT IS GOING ON?!? WHERE IS MY ORDER?!? I'm SICK of contacting you about this, this is my third go! What kind of service do you call this?!? You people are ridiculous.
You receive the email below from a manager. You investigate, and discover that you sent the print partner a historic file which had no page numbers in error.
Our US distributor has received 10,000 copies of a book with no page numbers, which they can't sell. They're pretty angry, and we'll probably have to pulp the whole lot. What happened, and what do you think we should do?
You receive the email below from a printer. You investigate and discover the file you sent them was a colour PDF, and your email clearly requested the books be printed in colour. It's vital that the interior diagrams of this book are in colour, otherwise they are illegible.
We had to convert your colour file into black and white, but that was okay. We have now shipped the 10,000 black and white books to your US distributor. We are attaching an invoice now.
You commissioned someone to write an adventure for a convention. Their deadline was three weeks ago, and they have not responded to the two chase emails you've sent since then. The convention is now one week away.
You want to email a podcaster, to tell them why they should review one of our awesome books. The "Contact Us" box on their website is 300 characters long.
You need to tweet about an upcoming Pelgrane Press Easter sale, where all our books will be 15% off in our webstore.
There are no right or wrong answers here. It's important to us that we get the right person for this role, and these questions give us more insight into your personality and how you think.
What's the best RPG you've played in the last year, and why?
Tell us about a time you went out of your way to ensure a customer received the best possible service.
Where do you see yourself in five years?
What tools and processes do you use to manage your workload?
What is the most difficult decision you’ve ever had to make at work? How did you arrive at your decision?
Tell us about a time when you had to work with a difficult colleague to achieve a project or achieve your objectives. What happened?
Tell us about a problem that you’ve solved in a unique or unusual way. What was the outcome?
Tell us about a project that you planned with other people. How did you organize and schedule the tasks, and what was your action plan?
How do you prioritize projects and tasks when scheduling your own time? Give us some examples.
What do you think your strengths are as an employee?
What aspects of your work style or work habits would you like to be better at? What are you doing to improve those?
How would you work with the Pelgrane team to increase diversity in the roleplaying community at large, in our games, and in our initiatives?
What are your biggest concerns about this position?
In the event that you are not sucessful in this application, would you be interested in freelance opportunities with Pelgrane Press? If yes, tick all the areas you would be interested in:
Do you have any questions for us?
And finally, owlbear, shoggoth, or vampire: what would you rather fight, and why?