Wiley is a provider of content-enabled solutions that improve outcomes in research, education, and professional practice. Our core businesses produce scientific, technical, medical, and scholarly journals, reference works, books, database services, and advertising; professional books, subscription products, certification and training services and online applications and education content and services including integrated online teaching and learning resources for undergraduate and graduate students and lifelong learners. The company’s headquarters are located in Hoboken, New Jersey, with operations in the U.S., Europe, Asia, Australia, and Canada.
Wiley-VCH, a subsidiary of the distinguished publishers John Wiley & Sons, is an international science publisher based in Germany with over 80 years’ experience of producing high-quality professional magazines, scientific journals, books and electronic media in Chemistry, Physics, Materials Science and Life Sciences.
Interested in a career in publishing? Wiley’s Global Customer Services group is looking for a
Customer Service Project Manager (f/m/d)
who is responsible for performing high-level, customer service escalations work, the monitoring of special contracts, reviewing of contracts and identify actionable improvements at our office in Weinheim, Germany.
Key responsibilities include:
- Coordinating and supporting of current and upcoming projects related to customer service activities as the central point of contact and resource for Germany
- Support line manager with procedural documentation, coaching and training as needed
- Responsible for monitoring strategic contracts to ensure accuracy, follow-up and provide adequate solutions
- Development of support material from actioned cases, monitor and ensure error resolution as identified through various reporting tools to further ensure the highest 1st contact response rate
- Provide escalation support for specific transactions and claims and approve and deny claims under agreed values
- Drive continuous improvement culture of support and EAL operations
- Covering and coordinating all customer requests that are directly addressed to Editorial teams in Germany
- Coordinate and testing all changes that will be developed in advance of future invoicing
Our requirements are:
- Bachelor’s degree or comparable education and several years relevant work experience
- Experience in the publishing industry in an advanced customer service role
- Desire to provide Superior Customer Service and go above and beyond at all times
- Strong problem solving, organization and analytical skills
- Good communication skills in both English and German
- Advanced proficiency with CRM platforms (i.e. Salesforce, ALM, WOL, Ecore, Knowledge Base, SAP) as well as Microsoft office skills, especially Excel
- Highly motivated and customer centric
- Team player and ability to prioritize tasks in line with customer expectations
- Ability to adapt quickly to change in a constant, forward evolving environment
This position will be based in Weinheim, a small town in the Rhein-Neckar area in southwest of German.
