Back Office Customer Service Associate

Overview

Make an Impact!

Do you enjoy solving problems and keeping things running smoothly behind the scenes? At McGraw Hill, our Back-office Customer Service Associate drives progress and helps build the future of learning. If you have the attention to detail and drive to thrive in a fast-paced, process-driven environment, we want to learn more about you.

How can you make an Impact?

This role is responsible for a variety of back-office tasks that support McGraw Hill's Customer Experience Team (CXT), including processing physical return refunds, keying customer orders, and provisioning digital licenses into the proper accounts. Responsibilities will rotate across these functions, giving the associate broad exposure to our order-to-cash processes.

What can you expect from the position?

• Returns Processing: Sort and organize digital images of labels and RGAs for processing. Research call tags, partials and labels, Salesforce and Oracle history, and system-generated error messages to determine appropriate customer credit across various return policies and procedures.
• Digital Licensing: Create accounts and trigger customer notifications on the availability of licensing. Update contracts with end-user information and start dates to activate orders for invoicing.
• Order Management: Key digital images of customer orders and/or samples into Oracle accurately and in a timely manner. Perform quality reviews of new hires' keyed orders, identifying errors, resolving issues, and reporting trends to leadership. Analyze orders on hold to determine next steps toward completion.
• Participate in testing new systems and applications as assigned.
• Cross-train into other areas and departments across CXT, sustaining proficiency in all cross-trained areas throughout the year while meeting quality and productivity metrics.
• Support special projects as assigned.

Experience & Education skills

• No formal education requirement.
• 1+ years of experience in a related field.
• Excellent Microsoft Office skills.
• Ability to use digital document management systems.
• Salesforce, Oracle, and Smartsheet experience preferred.

Soft Skills

• Strong attention to detail and organizational skills.
• Excellent multi-tasking and follow-up abilities.
• Good verbal and written communication skills.
• Demonstrated problem-solving skills; able to work independently to identify and resolve issues accurately.
• Strong analytical skills.
• Team player, willing to cross-train and sustain proficiency across other areas.
• Ability to prioritize workload effectively.

Working Environment

General Office (includes Remote work) - Work is generally performed within an office environment, with standard office equipment. Lighting and temperature are adequate, with no hazardous or unpleasant conditions caused by noise, dust, or similar factors. Travel is not required for this role. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time.

Why work with us?

There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do.

As an education innovation company, we're proud to play our part by inspiring learners around the world. If you bring your curiosity, we'll help you grow in a collaborative environment where everyone shares a passion for success.

Are you ready for a new challenge? Apply for a career at McGraw Hill and together, we'll impact the world.