Experienced Customer Care Associate – Global Academic Publishing Support Specialist

Welcome to arenaflex arenaflex is a renowned international publishing group with a rich history spanning over 50 years, specializing in the Humanities and Social Sciences worldwide. With headquarters in Switzerland and a global presence in continental Europe, Anglo-American regions, and Asia, our team is dedicated to delivering high-quality academic publications that make a lasting impact. Our offices in Berlin, New York, Oxford, Brussels, Chennai, and supporting locations in Vienna, Warsaw, and Istanbul, are the hubs of our innovative and collaborative environment. About the Role We are seeking a highly skilled and dynamic Customer Care Associate to join our global team. As a Customer Care Associate at arenaflex, you will play a vital role in providing exceptional support and service to our customers, ensuring their needs are met, and their concerns are resolved in a timely and professional manner. Your strong German and English communication skills, combined with your passion for delivering outstanding customer experiences, will make you an invaluable asset to our team. Key Responsibilities Provide high-quality support and service to resolve customer concerns and needs, serving as a company ambassador Process incoming orders for all print and digital products via our ERP system on a daily basis Collaborate with the Customer Care and other global departments to escalate and find solutions for our customers Provide librarians with digital access to licensed content via the arenaflex platform Support and resolve library access issues for digital content on our arenaflex platform Process special transaction orders for OpenAccess, subsidy, and peer review Monitor and action items in the team email ticket system (Hubspot) Coordinate with global printers and UPS for order completion Prepare advanced invoices and customer quotes Create, correct, and modify new and existing customer data in our ERP system Issue credit notes and cancellations for returns Act as a sales partner to promote additional products and services to customers Participate in follow-up and surveys to ensure customer satisfaction Essential Qualifications Excellent and professional communication skills (written and verbal) in German and English At least three years of working experience in a similar customer care role Motivated self-starter with a willingness to learn and grow Positive team collaboration and a customer-oriented approach Good working knowledge of Microsoft Office Previous experience with an ERP/order system Preferred Qualifications Experience in academic publishing or a related field Knowledge of digital platforms and eBook publications Familiarity with Open Access publications and peer review processes Strong problem-solving skills and ability to work in a fast-paced environment Skills and Competencies To succeed in this role, you will need to possess a unique blend of skills and competencies, including: Strong communication and interpersonal skills Ability to work in a team-oriented environment Customer-focused approach with a strong emphasis on delivering exceptional customer experiences Problem-solving and analytical skills Ability to adapt to changing priorities and deadlines Strong organizational and time management skills Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Customer Care Associate, you will have access to a range of training and development opportunities, including: Comprehensive onboarding program to ensure a smooth transition into the role Ongoing training and development opportunities to enhance your skills and knowledge Opportunities for career advancement and professional growth within the company Collaboration with a global team of experienced professionals Work Environment and Company Culture arenaflex is a dynamic and innovative company that values diversity, inclusivity, and creativity. Our work environment is characterized by: A collaborative and supportive team culture A commitment to delivering high-quality products and services A passion for academic publishing and a desire to make a positive impact A flexible and remote work arrangement, with the opportunity to work from anywhere in the CET time zone Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including: A salary commensurate with experience and qualifications A range of benefits, including health insurance, retirement plans, and paid time off Opportunities for professional development and growth A dynamic and supportive work environment Conclusion If you are a motivated and customer-focused individual with a passion for academic publishing, we encourage you to apply for the Customer Care Associate role at arenaflex. With your strong German and English communication skills, combined with your experience in customer care, you will play a vital role in delivering exceptional customer experiences and contributing to the success of our global team. Don't miss this opportunity to join a dynamic and innovative company that values diversity, inclusivity, and creativity. Apply now and take the first step towards a rewarding and challenging career at arenaflex. Apply for this job