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Customer Service Representative

Publication or Company  Springer Science + Business Media
Industry  Other Publishing
Benefits 401K/403B, Dental, Health
Job Duration Full Time
Job Location New York, NY
Job Requirements About our company
Springer Science+Business Media is one of the most prestigious international scientific publishers of books, journals, and electronic media today, with subsidiaries and representatives all over the world. Our publications range from medicine to all fields of life sciences, and from mathematics to engineering. Wherever scientific research is carried out, highly qualified experts count themselves among Springer's authors, including a large number of Nobel prize winners. More than 7,000 people are employed by the Springer Group worldwide.

We offer a comprehensive benefits package that includes:
- Medical, Dental and Vision
- Life and AD&D
- 401(k)
- Flexible Spending Accounts
- Transit Accounts
- Tuition Assistance
- Summer Hours


Your tasks
Performs all functions related to customer service and pre-sale/inbound telephone marketing activities within an ACD environment. Records and processes telephone orders for books, journals, and related products. Provides general information to customers and acts as the liaison between the internal departments and clientele as necessary. Specifics responsibilties include:

- Offers prompt, professional, and polite assistance to customers and colleagues in both oral and written communication, including customerservice@/ email correspondence.
- Meets monthly call handling quota.
- Receives and records telephone orders and subscriptions, provides price, availability, order/issue status and other pertinent information to customers. Maintains an accurate record of this activity for distribution to management.
- Provides customers with additional book information, including topic (s), table of contents, page counts, binding, related titles, and new additions and formats.
- Responds to customer account inquiries regarding invoice paid or unpaid status, account balances, credit status and all other related accounting matters.
- Processes claim orders, cancellations, picking errors, short shipments, original orders, invoice and credit memo copies and informs customers of status.
- Provides frontline service and support for our Latin American customers for both books and journals.
- Assist the Latin American Sales Reps with orders, inquiries, claims, discount issues.
- Assist SPi in resolving customer?s claims/inquiries, providing instructions to them when necessary.
- Follows the ?Golden Rules? of Call Queue Management, Quality Call Management and Quality Email Communication.
- Communicates with Springer sales force and provides assistance when required.
- Explains the textbook adoption review policy and faxes and emails the appropriate forms to customers as necessary.
- Tracks all shipments in question from UPS, Canpar, RPS, Federal Express, etc., using on-line services (Internet) when tracking information is available.
- Works with traffic coordinator to obtain tracking information when necessary and informs and follows-up on all information regarding proof of delivery, a lack of or incorrect shipping information and claims due to ?books damaged in transit by shipper? as communicated by customers.
- Initiates available courier service ?call tags? to ensure the safe and timely return of Springer products. Logs call tags on Excel file and follows up on credit requests.
- Attends bi-weekly staff meetings and provides feedback to department on problems faced, asks questions, and poses possible solutions.-
- Captures as many promotion codes as possible from customer calls.
- Performs related duties as required.

Our requirements
? College background preferred with minimum 1 year of customer service experience required.
? Must be sales-oriented with excellent phone manner and strong verbal and written communication skills.
? Ability to handle 75-90 daily telephone contacts within an ACD (Automated Call Distribution) environment required.
? Must be well-organized, attentive to detail, and possess excellent problem-solving and time management skills.
? Familiarity with Excel, Windows XP and the Internet helpful.
? Fluent in Spanish helpful.

Please apply using our online application system.

Visit our web site at www.springer.com.

We regret that we are unable to respond to each resume. Only those individuals selected for interviews will be contacted.

Springer Science+Business Media, LLC is proud to be an Equal Opportunity Employer.