Customer Service Representative (Open to Remote)

About the role

Penguin Random House is seeking a dynamic, self-motivated Customer Service Representative to join our growing Distribution Services Support Center in Westminster, Maryland. This role is essential to delivering an exceptional customer experience by supporting order fulfillment, resolving customer inquiries, and collaborating with internal teams to ensure timely and accurate service. This position can either be office based or remote.

Regular working hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern time.

Our Customer Service organization continues to evolve, representatives will work within a team environment, and within an integrated customer service environment utilizing ticketing and communication platforms alongside SAP and other business applications.

The ideal candidate must be analytical, customer-focused, adaptable, detail-oriented, and comfortable working in a fast-paced environment where organization, sound judgment, and accountability are essential, with advanced proficiency in Microsoft Excel.

Candidates must demonstrate a professional and approachable communication style, strong listening skills, and a commitment to exceptional customer service and the highest standards of professional ethics. Skills assessment may be part of the consideration process.

Key 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.

Qualifications & Requirements

We are seeking candidates with the following qualifications and capabilities:

• High school diploma or equivalent required; some college preferred.
• Two to three years of prior customer service experience; experience in a distribution, order fulfillment, or support center environment preferred.
• 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.
• Experience with SAP and MARC is a plus.
• Experience with ticketing, case management, contact center, or customer relationship management (CRM) platforms is preferred.
• 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.
• Bilingual or multilingual fluency is a plus. German, Japanese, Chinese, Spanish, and French are desirable but not required.

Additional Information

The salary for this position is $45,225 per year. This position is eligible for bonus or profit share, contingent on the company's results.

All your information will be kept confidential according to EEO guidelines.

Penguin Random House is an Affirmative Action/Equal Opportunity Employer.

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.

You can contact the company's Data Protection Officer at the above-mentioned postal address.

Further information on data protection and your rights can be found here.

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