[Hiring] Customer Service Representative @Bertelsmann-Jobs

Role Description

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
• Comfortable working in a fast-paced environment
• Proficient 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• All your information will be kept confidential according to EEO guidelines.
• Penguin Random House is an Affirmative Action/Equal Opportunity Employer.
• Penguin Random House values the array of talents and perspectives that a diverse workforce brings.
• All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.