Customer Care Associate

Job Description

Peter Lang Group AG is an international publishing group with headquarters in Switzerland. Our team is based in continental Europe, Anglo-American regions, and Asia with offices in Berlin, New York, Oxford, Brussels, Chennai and supporting locations in Vienna, Warsaw, and Istanbul.
We have over 50 years of experience in academic publishing, specialising in the Humanities and Social Sciences worldwide. We publish about 1,000+ books every year in German, English, and French, as well as in multiple other languages, from traditional print products to eBooks and Open Access publications.
We are seeking for a Customer Care Associate with a dynamic personality and strong German and English communication skills to help strengthen our global team.
What to expect:
? High quality support and service to resolve customer concerns and needs as a company ambassador
? Daily processing of incoming orders for all print and digital products via our ERP system
? Working with the Customer Care and… other global departments to escalate and find solutions for our customers
? Providing librarians with digital access to licensed content via the Peter Lang platform
? Support and resolve library access issues for digital content on our Peter Lang platform
? Special transaction order processing for OpenAccess, subsidy and peer review
? Monitor and action items in the team email ticket system (Hubspot)
? Coordination with global printer and UPS for order completion
? Preparations of advanced invoices and customer quotes
? Creation, correction and modification of new and existing customer data in our ERP system
? Issuing credit notes and cancellations for returns
? Acting as a sales partner to promote additional products and services to customers
? Participation in follow-up and surveys to ensure customer satisfaction
What we are expecting:
? Excellent and professional communication (written and verbal) in German and English
? At least three years working experience in a similar customer care role
? Motivated self-starter
? Willingness to learn and grow
? Positive team collaboration
? Good working knowledge of Microsoft Office
? Previous experience with an ERP/order system
You are:
? customer-oriented
? creative
? professional
? communicative
? informative
? focused
? solution-oriented
Location: remote, CET time zone
Employment rate: 100%
Are you interested? Then send us your complete application by submitting the form available here:
https://wkf.ms/4bJpFGo
We are looking forward to meeting you