Customer Success Specialist

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; youll 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 youll 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 KPIs 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.

Qualifications :

What were 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. 

Additional Information :

What were offering in return:

• Hourly rate of $29.12 ($53000 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 fully paid parental leave
• Medical vision and dental benefits
• 4 volunteer days per year
• 401(k) employer match
• Seasonal social and charitable events

What you should know: 

• 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 Philadelphia office location.
• Closing date for applications: 30 September 2026
  • Applications will be reviewed and interviews will be conducted on a rolling basis. It is encouraged that you submit your application as soon as possible if interested

Work/life balance: At Taylor & Francis we care about our colleagues promoting work-life balance wellbeing and flexible working. You will be joining a thriving business working alongside an exceptional group of people. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities and to innovate and develop in areas which you are passionate about.

Training And Professional Development: Were passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. Well support you in your journey by working together on your own bespoke Taylor & Francis Development Plan ensuring you have the resources tools support and coaching that will get you where you want to be.

Being Yourself at Taylor & Francis

 If youre excited about working with Taylor & Francis to foster human progress through knowledge we invite you to apply even if your existing skills and experience dont fit every item listed above. At Taylor & Francis we are at our best and most successful when colleagues can be themselves and contribute regardless of their identity or background. As a colleague you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources incentives and flexibility you need to enjoy success at work and to live a healthy balanced life.

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.

We genuinely care about our colleagues promoting work-life balance wellbeing and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site:  better yet check out our LinkedIn Life Page highlighting our accomplishments employees and company culture. Its also a good way of meeting our recruitment team who will be happy to advise you on your journey here at T&F.

Work :

No

Employment Type :

Full-time