Back Office Customer Service Associate
McGraw Hill
Remote
Build the future!
McGraw Hill is a global education innovation company offering solutions from textbooks to EdTech platforms that improve learning outcomes. To support our growing operations, we are hiring a Back-office Customer Service Associate who will play a key role in processing returns, orders, and digital licensing, and will operate within a general office environment, including remote work.
How are you creating an impact?
You will be responsible for a variety of back-office tasks that rotate across the team, including processing physical return refunds, keying order data, and provisioning digital licenses into the correct accounts. Working closely with Salesforce and Oracle systems, you will research and resolve return, order, and licensing issues, helping ensure customers receive accurate credits, timely order processing, and smooth access to their digital licenses.
What will you be doing?
- Process returns: sort and organize digital images of labels and RGAs, and research call tags, partials, labels, and Salesforce/Oracle history to determine appropriate customer credit across various return policies and procedures
- Support digital licensing: create accounts, notify customers of licensing availability, and update contracts with end-user information and start dates to activate orders for invoicing
- Manage orders: key digital images of customer orders and samples into Oracle accurately and on time; perform quality reviews of new hires' order entries to catch errors, resolve issues, and report trends to leadership; analyze orders on hold to determine next steps
- Participate in testing new systems and applications as assigned
- Cross-train across other areas and departments within CXT, staying proficient in all cross-trained areas and meeting quality and productivity metrics
- Support special projects as assigned
- 1+ years of experience in a related field
- Excellent Microsoft Office skills
- Detail-oriented with strong organizational and follow-up skills
- Strong multi-tasking ability and capacity to prioritize workload
- Good verbal and written communication skills
- A team player who works well with others
- Demonstrated problem-solving skills; able to work independently to identify and resolve issues accurately
- Analytical skills and comfort with digital document management
- Willingness to cross-train and sustain proficiency in other areas
- Salesforce, Oracle, and Smartsheet experience preferred
There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do!
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