Customer Service Representative
New
P
Penguin Random House, LLCBook publishing
Source API remote eligibility restrictions: United States, Regular working hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern time.Full-TimeMiddle
SalaryThe salary for this position is $45,225 per year.
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Job Details
- Experience
- Two to three years of prior customer service experience
- Required Skills
- SAPMicrosoft ExcelCustomer service
Requirements
- High school diploma or equivalent required; some college preferred.
- Two to three years of prior customer service experience.
- Distribution, order fulfillment, or support center experience is preferred.
- Strong written and verbal communication skills for professional interaction with a diverse customer base.
- Excellent listening, problem-solving, organizational, and prioritization skills; ability to manage multiple inquiries and deadlines.
- Ability to work independently, exercise sound judgment, take ownership, and collaborate effectively within a team.
- Proficiency with computers and business applications, including Microsoft Excel and Outlook, and email-based customer support.
- Advanced proficiency in Microsoft Excel.
- Ability to learn and navigate multiple systems, research information, analyze data, document findings accurately, and apply established procedures.
- Experience with SAP and MARC is a plus; experience with ticketing, case management, contact center, or CRM platforms is preferred.
- Professional, patient, empathetic phone presence and ability to remain composed and solution-oriented in challenging customer situations.
- Strong attention to detail and commitment to accuracy in order processing, interaction records, and order or shipment communications.
Responsibilities
- Respond to inquiries from customers, sales representatives, and internal and external business partners by phone and email.
- Maintain accurate records of customer interactions and provide timely, professional responses.
- Research and process customer orders and investigate order status and fulfillment issues using SAP and related business applications.
- Research shipment status, delivery concerns, shortages, damages, missing items, and other order-related issues.
- Coordinate with warehouse, transportation, internal teams, and business stakeholders to resolve inquiries and fulfillment challenges.
- Communicate order and shipment updates to customers and support an exceptional customer experience.
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