{"id":2636718,"url":"https://alion.io/job/bertelsmann-customer-service-representative-open-to-remote","title":"Customer Service Representative (Open to Remote)","company":{"id":20910,"name":"Bertelsmann","domain":"bertelsmann.com","url":"https://alion.io/company/bertelsmann","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Westminster, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":29000,"max_usd":56000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1114},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Outlook","optional":false},{"name":"GDPR","optional":true}],"status":"live","first_seen_at":"2026-10-15T17:33:39Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-16T02:19:49Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Company Description\nPenguin Random House, LLC is the world's largest general trade book publisher. It is a division of Bertelsmann AG, one of the foremost media companies in the world.\nJob Description\nPenguin Random House is seeking a dynamic, self-motivated Customer Service Representative to join our growing Distribution Services Support Center in Westminster, Maryland. This role is essential to delivering an exceptional customer experience by supporting order fulfillment, resolving customer inquiries, and collaborating with internal teams to ensure timely and accurate service. This position can either be office based or remote.\nRegular working hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern time.\nOur Customer Service organization continues to evolve, representatives will work within a team environment, and within an integrated customer service environment utilizing ticketing and communication platforms alongside SAP and other business applications. The ideal candidate must be analytical, customer-focused, adaptable, detail-oriented, and comfortable working in a fast-paced environment where organization, sound judgment, and accountability are essential, with advanced proficiency in Microsoft Excel. Candidates must demonstrate a professional and approachable communication style, strong listening skills, and a commitment to exceptional customer service and the highest standards of professional ethics. Skills assessment may be part of the consideration process.\nKey Responsibilities:\nCustomer Communication and Support: Serve as a primary point of contact for customers, sales representatives, and internal and external business partners, responding to inquiries received through phone and email channels. Maintain accurate interaction records, and provide timely, professional responses.\nOrder Facilitation and Fulfillment: Research and process customer orders, investigate order status and fulfillment issues, and support accurate and timely order processing using SAP and related business applications.\nShipment Tracking and Issue Resolution: Research shipment status, delivery concerns, shortages, damages, missing items, and other order-related issues; coordinate with warehouse, transportation, and other internal teams to identify solutions and communicate updates to customers.\nCross-Functional Collaboration: Partner within team environment as well as internal departments and business stakeholders to research and resolve complex inquiries, address fulfillment challenges, and support an exceptional customer experience.\nQualifications\nWe are seeking candidates with the following qualifications and capabilities:\nHigh school diploma or equivalent required; some college preferred.\nTwo to three years of prior customer service experience; experience in a distribution, order fulfillment, or support center environment preferred.\nStrong written and verbal communication skills, with the ability to communicate professionally and effectively with a diverse customer base.\nExcellent listening, problem-solving, organizational, and prioritization skills, with the ability to manage multiple inquiries and deadlines simultaneously.\nDemonstrate ability to work independently, exercise sound judgment, take ownership of responsibilities, and collaborate effectively within a team.\nProficiency with computers and business applications, including Microsoft Excel and Outlook and email-based customer support.\nAbility to learn and navigate multiple systems, research information, analyze data, document findings accurately, and apply established procedures to resolve customer issues.\nExperience with SAP and MARC is a plus.\nExperience with ticketing, case management, contact center, or customer relationship management (CRM) platforms is preferred.\nProfessional, patient, and empathetic phone presence, with the ability to remain composed and solution-oriented when addressing challenging customer situations.\nStrong attention to detail and commitment to accuracy when processing orders, documenting customer interactions, and communicating order or shipment information.\nBilingual or multilingual fluency is a plus. German, Japanese, Chinese, Spanish, and French are desirable but not required.\nAdditional Information\nThe salary for this position is $45,225 per year. This position is eligible for bonus or profit share, contingent on the company's results.\nAll your information will be kept confidential according to EEO guidelines.\nPenguin Random House is an Affirmative Action/Equal Opportunity Employer.\nPenguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.\nDisclosure requirements pertaining to the collection of your personal data:\nResponsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.\nThe retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.\nYou can contact the company’s Data Protection Officer at the above-mentioned postal address.\nFurther information on data protection and your rights can be found here.\nWe value the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.\nAll your information will be kept confidential according to EEO guidelines.\nRecruiting-Platform powered by SmartRecruiters.","description_format":"text","description_chars":6106,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","TV Production","Music Industry","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-15T17:33:39Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":17,"reasons":["conf:3","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-16T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/bertelsmann-customer-service-representative-open-to-remote","json_url":"https://alion.io/job/bertelsmann-customer-service-representative-open-to-remote.json","meta":{"generated_at":"2026-10-16T05:53:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3253,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":20910},"rest":"https://alion.io/mcp/rest/get_company?id=20910"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbertelsmann-customer-service-representative-open-to-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbertelsmann-customer-service-representative-open-to-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbertelsmann-customer-service-representative-open-to-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bertelsmann-customer-service-representative-open-to-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbertelsmann-customer-service-representative-open-to-remote"}]}