HarperCollins Publishers

Bilingual Customer Service Lead (Spanish/English)

Customer Service


Ven y únete al increíble equipo de Servicio al Cliente de HarperCollins Christian Publishing. En HCCP hacemos las cosas de manera diferente a cualquier otro centro de llamadas. Disponemos de unos Valores Fundamentales que seguimos y verás en funcionamiento cada día de trabajo en HCCP. Nuestros Valores Fundamentales son: Integridad, Responsabilidad, Iniciativa, Respeto y Servicio. Nuestros empleados siguen con pasión nuestra misión y valores. Nos consideramos un empleador preferido por nuestra oferta de salarios competitivos, un programa de vacaciones y tiempo personal muy generoso, diez días festivos pagados, un programa de beneficios robusto con un coste mínimo para el empleado, plan 401k y tiempo libre remunerado para el servicio comunitario. Nos encontramos cerca del aeropuerto de Nashville.


Come join an exciting customer service team at HarperCollins Christian Publishing.  At HCCP we do things a little different than other call centers.  We have a set of Core Values that we follow and you’ll see in action each day while working at HCCP.  Our Core Values are: Integrity, Accountability, Initiative, Respect and Service.  Our employees have a passion for our mission and values.  We consider ourselves an employer of choice by offering competitive wages, a very generous vacation and personal time package, 10 paid holidays, a robust benefit package where your cost is minimal, 401k plan, and paid time off to serve in the community.  If you are bilingual (English/Spanish) and want to work for the leading Christian Publishing company, please consider applying for our open International Customer Service Lead position.  The Customer Service Lead will supervise a team of up to 4 CSRs and will help us inspire the world through our Spanish publications.  The HCCP office is located in the Nashville airport area.


HarperCollins Christian Publishing is in search of a International Customer Service Lead (English/Spanish) for their Customer Service division. 


The Customer Service Lead is responsible for providing exceptional customer service to customers through the daily coordination of a team of International Customer Service Representatives to include hiring, motivating, recognizing, and rewarding, coaching, training and problem solving. The Customer Service Lead is responsible for assisting the Customer Service Supervisor with development, analyses, and implementation of staffing, training, scheduling, and recognition. The Customer Service Lead is empowered to use good judgment in immediate resolution of customer issues with little supervision needed.


Our goal is to have each CSR model our Core Values, respond quickly and accurately to customer inquiries and to build relationships with the internal key contacts and external customers. 


The primary responsibilities of the International Customer Service Lead (English/Spanish) include but are not limited to: 


Essential Responsibilities:


Supervisory Responsibilities

  • Lead a high-quality work environment so team members are motivated to perform at their highest level.
  • Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  • Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Writes and administers performance reviews for skill improvement for each direct report.
  • Provide metrics, performance feedback, and coaching on a regular basis to each team member.
  • Ensure team has appropriate training and other resources to perform their jobs.
  • Work as a member/leader of special or ongoing projects that are important to team/process improvement.


Customer Service Responsibilities

  • Coordinate the processing of international order entry and execution of orders from customers in accordance with HCCP policies and procedures, including shipment tracking, backorders, pending orders, shorted, damaged, or defective products.
  • Interface with all international partners: freight forwarders, brokers, and customs contacts to ensure compliance on international systems.
  • Ensure fax, email, and written mail orders are addressed within 24 hours.
  • Ensure discrepancy claims are reported, researched, and provide appropriate follow-up.
  • Maintain familiarity with current sales specials and assist customers with promotional orders
  • Maintain familiarity with product lines to assist customers in placing orders and provide information on all Bible, book, audio, DVD, digital, and Bible Cover publications
  • Research chargeback claims, provide Proof of Deliveries (POD), etc.
  • Manage backorder maintenance and generate pick-up tags for returns.
  • Provide accurate customer feedback regarding products and services.
  • Communicate effectively with internal and external customers and customer support staff.
  • Provide assistance/support to other areas of the business.
  • Other duties as assigned

NOTE:   Flexible working hours and overtime are required as needed


Desired candidate will possess the following knowledge, experience, education and skills:


Work Experience:

  • 3-5 years prior customer service experience, required
  • Call center experience, preferred
  • 2 or more years’ prior supervisory experience, required
  • Experience with international shipping (freight forwarders, brokers, and customs), preferred




  • Bachelor’s Degree or equivalent work experience


Industry Knowledge:

Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors, preferred




  • Bilingual (English/Spanish), required
  • Experience with a multi-line phone system
  • Excellent telephone etiquette
  • Excellent customer service skills
  • Excellent typing and 10 key skills
  • Excellent written and verbal communication skills
  • Computer skills, Microsoft Office Microsoft Excel (Intermediate)
  • Experience with JD Edwards Enterprise One, preferred


HarperCollins Christian Publishing is an equal opportunity employer. 


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