Customer Success Specialist

Informa is a leading academic publishing, business intelligence, knowledge, and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100. Taylor & Francis is one of the world’s largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas and opinions to validate and publish the experts, theories and truths that matter. And we’ve been doing this in an unbroken arc since 1798. Our purpose is to foster human progress through knowledge.  We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you. Our US Customer Services team is looking to hire a Customer Service Representative who will work as an integral part of the department by providing outstanding customer service to our internal and external customers.  This role will be blended-working; you’ll work 3 days a week in the Philadelphia office and 2 days a week from home. Due to the on-site requirement, we are only considering candidates who are in a close proximity and commutable distance to our office in Philadelphia, Pennsylvania. What you'll be doing: Be the primary Customer Service contact for assigned strategic accounts, building and maintaining strong, long-lasting customer relationships through effective communication and engagement.  Serve as the trusted advisor and advocate for customers, understanding their business objectives and challenges.  Manage and monitor assigned customer accounts, proactively addressing any concerns or risks, conducting regular check-ins and account reviews with Commercial colleagues.   Take ownership of customer queries through to resolution in line with policies/procedures, KPI’s, and Customer First training best practice. Striving to increase customer satisfaction/first-time resolution, and reduce the need for customers to contact.    Take responsibility for the processing of orders, invoices, quotes, returns, and claims within SLA, meeting QA standards.  Escalate issues to Team Leaders and Managers where appropriate.  Resolve product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.  On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.  Manage day-to-day business processes, liaising with other departments where appropriate.  Create and update Standard Operating Procedures (SOP) or suggest amendments to relevant teams.  Maintain knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.  Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed. Work effectively with the team to achieve individual, team, and departmental objectives, sharing knowledge and skills as appropriate.  Providing support to team members, assisting with training as appropriate.  Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity, or reduce costs.  Using SAP/Salesforce to manage customer contacts and workflow in line with the SOP.  Working to agreed KPIs and targets, including quality assurance.  Using SAP/Salesforce to manage orders/invoicing.  You achieve personal objectives and work to agreed KPIs and targets, including quality assurance.  In addition to the above, this role will be expected to help with projects and workload as determined by business needs and the Manager. What we're looking for: Knowledge and experience 2+ years of experience in customer service, customer success, or related role  Proven track record of meeting or exceeding customer satisfaction goals  Experience with Microsoft Office, including intermediate knowledge of Excel.  Intermediate knowledge of SAP and Salesforce.  A solid grasp of process and product-related issues and can effectively answer customer questions without difficulty.   Skills and behaviours  A determination to drive for results with a strong sense of ownership.  Creative thinking ability with proven problem-solving skills.  Excellent verbal and written communication skills, be able to communicate clearly and concisely, including giving and receiving constructive feedback.  Great attention to detail, maintaining accuracy and speed.  The ability to work under pressure to deadlines without supervision.  An effective team player, with collaborative mindset, building good working relationships and retaining a positive and flexible attitude towards your work and colleagues.  Ability to work on your own initiative, organising your own workload without supervision.  Self-driven to continuously improve performance, recognising areas for own development, seeking training, and putting learning into practice.  A flexible approach to meet the needs of the team.  What we're offering in return: Hourly rate of $29.12 (~$53,000 annually) An excellent work/life balance with a fantastic, flexible working culture 10 paid sick days 15 days paid annual leave per year plus an e