Note: The job is a remote job and is open to candidates in USA. Penguin Random House is hiring a Customer Service Representative to support order fulfillment and deliver an exceptional customer experience. The role handles customer inquiries, researches orders and shipment issues, and collaborates with internal teams to resolve service challenges.
Responsibilities
- Customer Communication and Support: Serve as a primary point of contact for customers, sales representatives, and internal and external business partners, responding to inquiries received through phone and email channels. Maintain accurate interaction records, and provide timely, professional responses
- Order Facilitation and Fulfillment: Research and process customer orders, investigate order status and fulfillment issues, and support accurate and timely order processing using SAP and related business applications
- Shipment Tracking and Issue Resolution: Research shipment status, delivery concerns, shortages, damages, missing items, and other order-related issues; coordinate with warehouse, transportation, and other internal teams to identify solutions and communicate updates to customers
- Cross-Functional Collaboration: Partner within team environment as well as internal departments and business stakeholders to research and resolve complex inquiries, address fulfillment challenges, and support an exceptional customer experience
Skills
- High school diploma or equivalent
- Two to three years of prior customer service experience
- Strong written and verbal communication skills, with the ability to communicate professionally and effectively with a diverse customer base
- Excellent listening, problem-solving, organizational, and prioritization skills, with the ability to manage multiple inquiries and deadlines simultaneously
- Demonstrate ability to work independently, exercise sound judgment, take ownership of responsibilities, and collaborate effectively within a team
- Proficiency with computers and business applications, including Microsoft Excel and Outlook and email-based customer support
- Ability to learn and navigate multiple systems, research information, analyze data, document findings accurately, and apply established procedures to resolve customer issues
- Professional, patient, and empathetic phone presence, with the ability to remain composed and solution-oriented when addressing challenging customer situations
- Strong attention to detail and commitment to accuracy when processing orders, documenting customer interactions, and communicating order or shipment information
- Some college
- Experience in a distribution, order fulfillment, or support center environment
- Experience with SAP and MARC
- Experience with ticketing, case management, contact center, or customer relationship management (CRM) platforms
- Bilingual or multilingual fluency. German, Japanese, Chinese, Spanish, and French are desirable but not required
Benefits
- Eligible for bonus or profit share, contingent on the company's results.
- This position can either be office based or remote.
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