Customer Service Representative (Open to Remote)

Penguin Random House US•Westminster, MD

About The Position

Penguin Random House is seeking a dynamic, self-motivated Customer Service Representative to join its Distribution Services Support Center in Westminster, Maryland. This role supports order fulfillment, resolves customer inquiries, and collaborates with internal teams to provide timely and accurate service. The position may be office-based or remote, with regular hours Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern time. Representatives work in a team-based, integrated customer service environment using ticketing and communication platforms, SAP, and other business applications. The ideal candidate is analytical, customer-focused, adaptable, detail-oriented, and comfortable working in a fast-paced environment. Advanced proficiency in Microsoft Excel, professional and approachable communication, strong listening skills, and a commitment to customer service and professional ethics are expected. A skills assessment may be part of the consideration process.

Requirements

High school diploma or equivalent.
Two to three years of prior customer service experience.
Strong written and verbal communication skills and the ability to communicate professionally and effectively with a diverse customer base.
Excellent listening, problem-solving, organizational, and prioritization skills, including the ability to manage multiple inquiries and deadlines.
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 in challenging customer situations.
Strong attention to detail and commitment to accuracy when processing orders, documenting interactions, and communicating order or shipment information.

Nice To Haves

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.

Responsibilities

Serve as a primary contact for customers, sales representatives, and internal and external business partners, responding to inquiries by phone and email.
Maintain accurate interaction records 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 and delivery concerns, including 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.
Collaborate with the team, internal departments, and business stakeholders to resolve complex inquiries and fulfillment challenges and support an exceptional customer experience.