Customer Relationship Manager

Overview

The Customer Relationship Manager plays two critical roles to manage relationships with customers: working directly with customers on orders, questions, and support for use of Hogrefe assessments, books, and journals, both online and in print; and supporting our sales and marketing efforts to reach customers through our website and conferences.

Reporting to: Senior Marketing & Production Manager

Responsibilities

• Provide first line customer support for orders and inquiries via phone, email, and website shop, in collaboration with colleagues in Germany and other international offices, while ensuring high levels of customer satisfaction.
• Process customer orders and resolve issues—including shipping, billing, and product concerns, including contacting customers to confirm details as needed.
• Collaborate with colleagues to review and maintain website content related to assessment product and resource pages, and support books and journals content.
• Contribute to ongoing improvement initiatives focused on enhancing the overall customer experience.
• Create online testing accounts and provide test administration support as needed.
• Manage office environment, including supplies and material inventory, deliveries, visitors, and onsite facilities.
• Handle all aspects of Hogrefe’s presence at national and state-level conferences:
• Submit and maintain all registration and hotel logistics.
• Recommend, order, and arrange shipment of display, products, and materials.
• Manage external exhibit providers (possibly on-site), including lead retrieval and staffing of booth.
• Support sales initiatives by communicating customer inquiries and sales leads.

Experience

• Bachelor’s degree in Marketing, Psychology, Business, or related field.
• At least 3-4 years’ experience working directly with customers and online management systems, preferably using CRM and/or accounting software.
• Excellent verbal communication and interpersonal skills, with the ability to quickly build rapport with customers over the phone, via email, or in person.
• Strong organizational abilities with higher-than-average attention to detail and a commitment to quality control.
• Demonstrated ability to work independently while thriving in a collaborative team environment, with flexibility to adapt to shifting priorities and take on new challenges.
• Proficient writing skills and experience with Microsoft 365, Adobe Acrobat, and QuickBooks; familiarity with ERP/CRM systems and related best practices.
• Experience in the psychological or publishing industries is a plus.
• Knowledge of the German language is beneficial

This is a hybrid position based in our Boston area office with the possibility of occasional travel throughout the US. Hogrefe requires employees to be fully vaccinated and boosted per CDC recommendations, and offers a generous benefits package including medical, dental, life insurance and 401K match.