Customer Experience Specialist: Returns & Orders

Cengage; United Kingdom; Remote; GBP 18,000 - 22,000; Full time

Job summary

Cengage Group, a global edtech company, is seeking a Customer Service Representative in the UK to handle returns, processing orders and enquiries across channels. You will use SAP ERP, Legacy E1 and MS Office to ensure accurate, timely tasks and achieve service levels.

Training will cover Cengage products, formats, and delivery. Ideal candidates have 12–18 months in customer support, strong data skills, and a customer-focused approach with attention to detail.

Qualifications

• At least 4 GCSE Grade C or higher (English and Maths crucial)
• 12 to 18 months working in a customer support role engaging with customers and updating systems and records
• Evidence of basic Microsoft Office Skills working with spreadsheets (Excel) and documents (Word)
• Highly motivated to develop yourself with the support of the business (access to a wide range of online IT and other training courses)
• Preferred: Educated to NVQ level 3 in Customer Service or equivalent qualification
• Have had experience of working with large data sets in Excel and analysing data
• Strong customer focus

Responsibilities

• Training will be provided to become acquainted with Cengage products and the different formats and delivery of both printed and digital products, which will enable effective customer service support and assistance in handling customer enquiries and processing orders and transactions.
• To assist in the preparation of approving returns requests.
• This involves checking sales details in our SAP ERP system and Legacy E1, validating the request falls within Company Authorised Return Policy.
• This will require excel spreadsheets to be completed with valid details from sales history.
• Using Microsoft Office and other internal Cengage systems to perform and accomplish daily tasks.
• Processing and entering of customer orders, credits and returns in an efficient and timely manner directly into Cengage systems, with a focus on accuracy and ensuring we can meet the required deliverables.
• Processing special requests which require overriding of default terms and settings, whilst ensuring appropriate authorised approvals are adhered to and followed.
• Ensuring all enquiries/requests are acknowledged and confirmed as processed within agreed Service Levels.
• Capturing stats/activities and recording via Excel or other software, as the need arises, via daily, weekly and/or monthly reports.
• Providing support and assistance to peers and/or senior members of the Customer Operations Team as required.
• Following procedures in line with Company Policy and Auditing requirements.
• Adhering to the Company Code of Conduct and upholding the values of Cengage’s shared Ethos.

Skills

Communication

Maths

IT Skills

Organisation

Time Mgmt

Problem Solving

Flexibility

Attention to Detail

Accountability

Resourcefulness

Critical Thinking

Team Player

Cengage Ethos

Education

GCSEs (4 C or above) English & Maths

NVQ Level 3 in Customer Service

Tools

SAP ERP

Legacy E1

Excel

Word

Outlook

Job description

Cengage Group, a global edtech company, is seeking a Customer Service Representative in the UK to handle returns, processing orders and enquiries across channels. You will use SAP ERP, Legacy E1 and MS Office to ensure accurate, timely tasks and achieve service levels.

Training will cover Cengage products, formats, and delivery. Ideal candidates have 12–18 months in customer support, strong data skills, and a customer-focused approach with attention to detail.