Customer Service Assistant-Hybrid

The Customer Service Assistant serves as a vital link between customers and internal departments, including Sales, Finance, Marketing, and Editorial, to ensure a seamless and efficient customer experience. This role is responsible for optimizing communication and workflows between Customer Service and the Editorial team, helping to improve operational efficiency and maintain high service standards. The ideal candidate will be detail-oriented, proactive, and committed to delivering outstanding support that reflects positively on the Bloomsbury brand.

Key Responsibilities:

• Act as a liaison between the Customer Service and Editorial teams to streamline processes, resolve issues, and ensure timely execution of service-related tasks.
• Serve as the primary contact for customer inquiries and technical support, escalating issues as needed to Account Managers or third-party providers.
• Monitor and respond to inquiries received through general product inboxes, ticketing systems, and digital platform contact forms.
• Accurately process customer orders, including account and opportunity setup.
• Troubleshoot and report access issues, coordinating with external platform providers to test and implement solutions.
• Manage daily order imports from third-party resellers, ensuring timely and accurate processing.
• Collaborate with key sales agents partners to generate monthly invoices for shared accounts.
• Set up digital product access for individuals based on requests from Editorial and Marketing, including gratis and trial access.
• Provide MARC record updates and metadata support to customers as needed.
• Maintain accurate records and ensure data integrity across internal systems.
• Assist with customer license agreements, coordinating with third-party partners when necessary.
• Identify opportunities to improve service delivery and contribute to process optimization initiatives.

• Previous experience in customer service, administrative support, or a related role—preferably within publishing, media, or digital content industries.
• Strong communication and interpersonal skills, with the ability to collaborate effectively across departments.
• Excellent organizational skills and attention to detail.
• Proficiency in CRM and order management systems (e.g., Salesforce, Freshdesk ).
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with digital platforms and content access workflows is a plus.
• A team-oriented mindset with a proactive approach to problem-solving and continuous improvement.

Location: Candidates must reside within the New York Tri-state area within a commutable distance to our NYC office, who can work on hybrid-remote schedule.

Salary: Hourly rate $26.10 ($47,500)

Equal Opportunity Employment

Bloomsbury Publishing USA is committed to a merit-based, equal-opportunity workplace. We hire, retain, and promote employees based on individual qualifications, skills, and performance, without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected by law.

Our company fosters an inclusive environment where all employees are treated fairly and have the opportunity to succeed based on their abilities and contributions. We remain dedicated to upholding the highest standards of professionalism and fairness in all aspects of employment.

Benefits:

• Medical
• Vision
• Dental
• 401(k)
• Paid Time Off
• Hybrid Work Schedule