What are the responsibilities and job description for the Global Customer Services Manager position at Bloomsbury USA?
Description
Bloomsbury Academic publishes a portfolio of print titles and digital platforms from the world’s most-recognized experts in our areas of expertise: reference, classics, drama, Shakespeare, literature, politics, philosophy, religion, and the visual arts. Our audience ranges from academics to librarians to professionals to readers who are ardent enthusiasts across a wide range of interests. We are part of the Bloomsbury Publishing Group. See more at www.bloomsbury.com/us/ and www.bloomsbury.com/uk/.
Bloomsbury offers a collegial working environment, with a dedicated and enthusiastic team committed to excellence, originality, and innovation.
Bloomsbury is committed to delivering excellence and originality in scholarship. We strive to be a creative, responsible, entrepreneurial, independent publisher of books, audiobooks, and digital content of excellence for a global audience.
Be a part of a highly entrepreneurial and inspired environment that is collaborative, fast paced, and always looking toward what is next in publishing. Join us!
Job Duties
In this role you will be responsible for overseeing the daily operations of the customer service department inboxes (exam, desk, review and award copy requests), ensuring customer satisfaction, meeting SLAs, and driving continuous improvements in service delivery. This position plays a key role in developing a customer-centric culture, managing a team of representatives, and implementing strategies to improve the overall customer experience.
Requirements
All candidates must reside within travel distance of the Maryland or New York offices on a hybrid-remote schedule.
Compensation
Actual compensation will vary depending on factors such as a candidate's qualifications, skills, experience and location.
Equal Opportunity Employment
Bloomsbury Publishing USA is proud to be an equal opportunity employer. Our company has always followed and will continue to follow, a policy of providing equal opportunity employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, sex, ethnicity, veteran status, or any other legally protected characteristic.
We welcome and celebrate talent from all backgrounds and believe that diversity, equity, and inclusion are crucial elements to our success. We are dedicated to actively and continuously improving our practices to better support all of our employees. For more information about Bloomsbury’s diversity, equity, and inclusion initiatives, please see our Diversity, Equity & Inclusion Action Plan.
Benefits
Bloomsbury Academic publishes a portfolio of print titles and digital platforms from the world’s most-recognized experts in our areas of expertise: reference, classics, drama, Shakespeare, literature, politics, philosophy, religion, and the visual arts. Our audience ranges from academics to librarians to professionals to readers who are ardent enthusiasts across a wide range of interests. We are part of the Bloomsbury Publishing Group. See more at www.bloomsbury.com/us/ and www.bloomsbury.com/uk/.
Bloomsbury offers a collegial working environment, with a dedicated and enthusiastic team committed to excellence, originality, and innovation.
Bloomsbury is committed to delivering excellence and originality in scholarship. We strive to be a creative, responsible, entrepreneurial, independent publisher of books, audiobooks, and digital content of excellence for a global audience.
Be a part of a highly entrepreneurial and inspired environment that is collaborative, fast paced, and always looking toward what is next in publishing. Join us!
Job Duties
In this role you will be responsible for overseeing the daily operations of the customer service department inboxes (exam, desk, review and award copy requests), ensuring customer satisfaction, meeting SLAs, and driving continuous improvements in service delivery. This position plays a key role in developing a customer-centric culture, managing a team of representatives, and implementing strategies to improve the overall customer experience.
Requirements
- Minimum of two years of experience managing a customer service team
- Excellent organizational, problem solving and time management skills
- Strong communication skills, both verbal and written
- Strong attention to detail and ability to handle multiple tasks simultaneously
- Positive attitude, team player, and customer-focused approach
- Experience working with FreshDesk or similar ticketing software, administrative systems and/or databases
- Proficient in Microsoft Office, particularly Excel & Word
- Publishing industry experience (preferred)
All candidates must reside within travel distance of the Maryland or New York offices on a hybrid-remote schedule.
Compensation
Actual compensation will vary depending on factors such as a candidate's qualifications, skills, experience and location.
Equal Opportunity Employment
Bloomsbury Publishing USA is proud to be an equal opportunity employer. Our company has always followed and will continue to follow, a policy of providing equal opportunity employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, sex, ethnicity, veteran status, or any other legally protected characteristic.
We welcome and celebrate talent from all backgrounds and believe that diversity, equity, and inclusion are crucial elements to our success. We are dedicated to actively and continuously improving our practices to better support all of our employees. For more information about Bloomsbury’s diversity, equity, and inclusion initiatives, please see our Diversity, Equity & Inclusion Action Plan.
Benefits
- Medical insurance
- Vision insurance
- Dental insurance
- 401(k)
- Paid parental leave
- Hybrid Work Schedule
