Hybrid Customer Success Specialist - Strategic Accounts

Informa Group Plc.; Pennsylvania; Hybrid; USD 39,000 - 43,000; Full time

Benefits offered by this job

Hourly rate $29.12

Work-life balance

Sick leave 10 days

Annual leave 15 days + birthday

Parental leave

Medical, vision, dental

Volunteer days

401(k) + match

Job summary

Taylor & Francis in Philadelphia is hiring a Customer Service Representative to provide outstanding support to internal and external customers. The role blends 3 days in the Philadelphia office with 2 days remote work, requiring proximity to the office and a customer-focused mindset.

The successful candidate will manage orders, invoicing, and inquiries, collaborate with Commercial teams, and help improve SOPs and knowledge bases while meeting KPIs and QA standards.

Qualifications

• 2+ years of experience in customer service, customer success, or related role.
• Proven track record of meeting or exceeding customer satisfaction goals.
• Experience with Microsoft Office, including intermediate knowledge of Excel.
• Intermediate knowledge of SAP and Salesforce.
• A solid grasp of process and product-related issues and can effectively answer customer questions without difficulty.

Responsibilities

• Be the primary Customer Service contact for assigned strategic accounts, building and maintaining strong, long-lasting customer relationships through effective communication and engagement.
• Serve as the trusted advisor and advocate for customers, understanding their business objectives and challenges.
• Manage and monitor assigned customer accounts, proactively addressing any concerns or risks, conducting regular check-ins and account reviews with Commercial colleagues.
• Take ownership of customer queries through to resolution in line with policies/procedures, KPI’s, and Customer First training best practice.
• Take responsibility for the processing of orders, invoices, quotes, returns, and claims within SLA, meeting QA standards.
• Resolve product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
• Manage day-to-day business processes, liaising with other departments where appropriate.
• Create and update Standard Operating Procedures (SOP) or suggest amendments to relevant teams.
• Maintain knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed.
• Providing support to team members, assisting with training as appropriate.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity, or reduce costs.
• Using SAP/Salesforce to manage customer contacts and workflow in line with the SOP.
• Working to agreed KPIs and targets, including quality assurance.
• Using SAP/Salesforce to manage orders/invoicing.

Skills

Customer service

Communication

Problem solving

Microsoft Excel

Account management

Tools

SAP

Salesforce

Microsoft Office

Job description

Taylor & Francis in Philadelphia is hiring a Customer Service Representative to provide outstanding support to internal and external customers. The role blends 3 days in the Philadelphia office with 2 days remote work, requiring proximity to the office and a customer-focused mindset.

The successful candidate will manage orders, invoicing, and inquiries, collaborate with Commercial teams, and help improve SOPs and knowledge bases while meeting KPIs and QA standards.