McGraw Hill
Customer Service US Back Office Associate
Edtech.com's Summary
- Handles processing of physical returns/refunds based on return policies.
- Uses Salesforce.com and Oracle to research customer information and process credits.
- Manages order data entry, document organization, and digital license provisioning.
- Works night shifts from 6:30 PM to 3:00 AM IST, adjusting for US daylight savings time.
- Performs quality review of new orders to identify errors and escalate issues.
- Requires a minimum of 1 year experience in a contact center, operations, back-office, or US customer service environment.
- Proficiency in Microsoft Office is required; knowledge of Salesforce, Oracle, or Smartsheet is advantageous.
- Bachelor's degree in a related field or equivalent experience required.
- Experience in publishing is a plus.
- Ideal candidates reside within 25 km of the Noida office; exceptions considered up to 40 km.
Customer Service US Back Office Associate Full Description
Overview
Build the Future
Our vision is to unlock the potential of each learner at every stage of life. We have a very successful and customer-centric operational team here at McGraw Hill, and we are now seeking a dedicated, hard-working, and diligent Customer Service US Back Office Associate for our Noida office. This role focuses on supporting and enhancing the customer experience for our US business.
This role is a 12 MONTHS contractual position, offering a focused opportunity to contribute to key projects while gaining valuable hands-on experience.
How can you make an impact?
As our new Back-Office Customer Service Associate, you are responsible for a variety of back-office tasks that includes processing physical return/refunds, account maintenance, order management, and provisioning digital licenses into proper accounts
- This role requires working 6:30 PM - 3:00 AM IST, with flexibility to adjust to 5:30 PM - 2:00 AM IST during U.S. daylight savings time.
- Ideal candidates will reside within 25 km of the office location in Noida. If suitable candidates are not found within this range, we may consider those within 40 km as an exception.
What you will be doing:
- Research and process credits for physical returns sent to the distribution centers adhering to the return policies put in place.
- Utilize tools such as Salesforce.com and Oracle to locate customer information to assist with researching to accurately provide a credit to the customer's account.
- Sort and organize digital images provided by the distribution center and customer with the ability to merge documents together to create one credit.
- Review system generated error messages to determine credit for the customer across various return policies and procedures
- Creating accounts and triggering notification to customers on the availability of licensing. Updating contracts with end-user information and start dates to activate orders for invoicing.
- Key digital image of customer orders and samples into Oracle, analyze orders which is on-hold to determine next steps to process the order through completion.
- Perform a quality review of new orders being keyed, looking for errors, resolving issues and reporting trends to leadership.
We're looking for someone with:
- A minimum of 1 years' experience in a contact center, operations, Back-office, US customer service environment.
- Excellent Microsoft Office skills.
- Salesforce, Oracle, or Smartsheet knowledge. This is not essential but would be advantageous.
- Bachelor's degree in related field or equivalent experience.
- Experience working in a publishing company is a plus.
Why work for 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!
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McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with "like skills" based on resume and job data. To request an alternative screening process, please select "Opt-Out" when asked to "Consent to use of Automated Employment Decision Tools" during the application.
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