Manager (m/f/d) / Customer Service - Books

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Date: Jun 23, 2022

Location: Heidelberg, DE

Company: Springer Nature Group

 

Springer Nature is one of the world’s leading global research, educational and professional publishers. It is home to an array of respected and trusted brands and imprints, with more than 170 years of combined history behind them, providing quality content through a range of innovative products and services. Every day, around the globe, our imprints, books, journals and resources reach millions of people, helping researchers and scientists to discover, students to learn and professionals to achieve their goals and ambitions. The company has almost 13,000 staff in over 50 countries.

Tasks:

  • Ensure the delivery of a high-quality, modern global customer service experience to Springer Nature’s customers, and customers of any products and services supported by the Springer Nature Customer Service team, including for books and journals, societies, institutions, trade and other intermediaries.
  • Support customers through any appropriate contact media agreed by the business and by publishing effective customer service information in Springer Nature products. Ensure the service is consistent, efficient, high-quality, and continually improving.
  • Where any fulfilment operations are required, delivering these effectively, ensuring that all order processing (including credits) is completed quickly and accurately, in accordance with high quality service standards.
  • Responsible for direct or dotted-line staff management, where applicable, including recruitment, performance and workflow-management and staff development.
  • Participation in projects and initiatives (departmental, company or industry) that have a bearing on Springer Nature’s customer service provisions, including integration of new business models and workflows. Establish and maintain awareness of such current and planned developments. Provide management support, resources and involvement in projects and initiatives relating to the provision of customer service.
  • Checking, supporting or instituting effective QA checks to ensure the continued high-quality of customer service, using the results as the basis of targeted service improvement.
  • Provide investigation and high-quality response to extraordinary escalated enquiries or customer situations.
  • Maintain an overview of the customer service operation and contribute to ensuring its continued improvement and excellence, including:

           - Develop and review customer service policies in the context of business, departmental and team requirements.
           - Develop and review customer service processes and workflows in the context of business, departmental and team requirements, including operational efficiency.

  • Liaise with vendors to ensure the smooth and accurate operational processing of relevant outsourced operations and duties
  • Support the Head of Customer Service as required on their operational duties, such as management reporting and analysis, and intake and implementation of new business models.
  • Provide service reports and operations analysis to the business as required
  • Act as a contact point and represent customer service operations to other internal departments
  • Liaise with other department managers on any issues relevant to customers, teams or policies, ensuring effective communications between teams, publishers and other relevan stakeholders.
  • Provide training and supervision to customer service colleagues, where appropriate
  • Ensure awareness and compliance with legal and safeguarding responsibilities of the team, including PCI and GDPR.
  • Support enquiries regarding legacy systems and operations, where applicable.

 

Requirements:

  • Several years’ experience in the service sector with a focus on fulfilment operations or customer service, ideally incorporating online and print products, as well as supporting e-commerce tools
  • Staff management or supervisory experience is desirable but not essential
  • Commercial training, if necessary studies
  • Experience in the book trade or publishing industry
  • Excellent written and spoken English and German, if possible also other foreign language skills
  • Working with international teams, vendors and third parties
  • Project management and participation, particularly relating to system development or customer service provision
  • Several years of experience in the service sector with a focus on fulfilment operations or customer service ideally incorporating online and print products, as well as supporting e-commerce tools
  • Staff management or supervisory experience is desirable but not essential
  • Experience in the publishing industry and subscription fulfillment experience preferred
  • Possesses advanced knowledge of fulfillment systems (preferably SAP), and excellent computer skills in MS programs such as Outlook, Excel, and Word.
     

 

Terms:
Permanent position, to be filled as soon as possible.

Company and location: Springer Nature Customer Service Center GmbH, Heidelberg
Working hours: full-time
ID: 43122

 

Please apply using our online application platform (SuccessFactors) stating your salary expectations and your earliest date of joining..Contact person for this position is Ms Birgit Kolb, Director HR Heidelberg.

 

At Springer Nature we value the diversity of our teams. We recognize the many benefits of a diverse workforce with equitable opportunities for everyone. We strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles.