Customer Service Representative (Open to Remote)

Bertelsmann•Westminster, MD

1d•Hybrid

About The Position

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.

Requirements

High school diploma or equivalent required
Two to three years of prior customer service experience
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.
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.

Nice To Haves

some college preferred
experience in a distribution, order fulfillment, or support center environment preferred
Experience with SAP and MARC is a plus.
Experience with ticketing, case management, contact center, or customer relationship management (CRM) platforms is preferred.
Bilingual or multilingual fluency is a plus. German, Japanese, Chinese, Spanish, and French are desirable but not required.

Responsibilities

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.
Research and process customer orders, investigate order status and fulfillment issues, and support accurate and timely order processing using SAP and related business applications.
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.
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.