Customer Service Representative (Open to Remote)

Bertelsmann-Jobs•Westminster, MD

20h

About The Position

Penguin Random House is seeking a dynamic, self-motivated Customer Service Representative for its Distribution Services Support Center in Westminster, Maryland. The position may be office-based or remote and supports order fulfillment, resolves customer inquiries, and works with internal teams to provide timely and accurate service. Regular working hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern time. Representatives work in a team and integrated customer service environment, using ticketing and communication platforms alongside SAP and other business applications. The role requires an analytical, customer-focused, adaptable, detail-oriented approach in a fast-paced environment, as well as organization, sound judgment, accountability, and advanced proficiency in Microsoft Excel. Candidates should communicate professionally and approachably, listen well, and demonstrate a commitment to excellent customer service and professional ethics. 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, including 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.
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 customer 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 point of contact for customers, sales representatives, and internal and external business partners, responding to inquiries by phone and email.
Maintain accurate records of customer interactions 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, and missing items.
Coordinate with warehouse, transportation, and other internal teams to resolve order-related issues and communicate updates to customers.
Collaborate with the customer service team, internal departments, and business stakeholders to research complex inquiries, address fulfillment challenges, and support an exceptional customer experience.