Customer Services Representative

Job Responsibilities Taking ownership of customer queries received via phone, email, 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, in a timely and accurate manner, responding appropriately and swiftly to queries, problems and special requests from customers, accelerating these to team leaders and managers where appropriate. Resolving product or service problems/queries by clarifying customer issues, determining the root cause of 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. Managing day-to-day business processes, liaising with other departments where appropriate. Suggesting amendments to Standard Operating Procedures (SOP). Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge. Active participation in meetings, expressing your viewpoint but also recognizing and listening to others. Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs. Using Salesforce to manage customer contacts and workflow in line with the SOP. Using SAP/Salesforce to manage orders/invoicing. You achieve personal objectives and work to agreed KPI's and targets including quality assurance. Job Requirements Previous Customer Service experience preferred. Experience working to accomplish KPI's/SLA's. Able to multi-task and work on multiple systems/programs efficiently. Problem‑solving skills. Excellent verbal and written communication skills in English and be able to communicate clearly and concisely. Great attention to detail, maintaining accuracy and speed. The ability to work under pressure to deadlines with minimal supervision. A team player, building good working relationships and retaining a positive attitude towards your work and colleagues. Experience with Microsoft Office and Microsoft Excel. Experience with SAP and Salesforce is preferable. Able to type at least 40 wpm. Benefits Hourly rate of $27.47 (~$50,000 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 extra day off for your birthday 3 additional discretionary days for the holiday season each year Up to 4 weeks of paid parental leave Medical, vision, and dental benefits 4 volunteer days per year 401(k) + employer match Seasonal social and charitable events Additional Information You must have the right to reside and work in the United States. This is a hybrid role and will require the successful candidate to be on site 3 days per week at our Boca Raton office. Closing date for applications: 10 July 2026 Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non‑merit‑based factor. #J-18808-Ljbffr Informa