HarperCollins Publishers

Bilingual Customer Service Representative

Job Locations US-MI-Grand Rapids | US-TN-Nashville
Customer Service


HarperCollins Christian Publishing is seeking a bilingual customer service-oriented individual for our International Retail Customer Service team.  This position can be filled in either our Nashville, TN (airport area) or Grand Rapids, MI (Woodland Mall area) office.



The HCCP Customer Service team is driven by mission-focused people who relentlessly work as a team to deliver exception service to our retail customers, while holding themselves and their peers accountable to our Core Values.  Our Core Values are  Integrity – Accountability – initiative – Respect – Service.  These are the Core Values our Customers recognize and count on for consistent quality service.


Company Overview

The world’s leading Christian publisher, HarperCollins Christian Publishing Inc., comprises of both Thomas Nelson and Zondervan publishing groups in addition to Olive Tree Bible Software.  The Company produces bestselling Bibles, inspirational books, academic resources, curriculum, audio and digital content for the Christian market space.  Also home to BibleGateway.com, the world’s largest Christian website, and FaithGateway.com, an online community dedicated to helping people grow in their faith. HarperCollins Christian Publishing is headquartered in Nashville, TN with additional offices in the U.S., Mexico and Brazil.  


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.




Essential Responsibilities

  • Receive, analyze, and resolve all phone inquiries and/or issues from customers, including shipment tracking, backorders, pending orders, shorted, damaged, or defective products – both in English and Spanish.
  • Receive and direct input of all customer and sales personnel phone orders with the ability to respond to inquiries regarding stock status, discount, shipping methods, returns issues, and promotions – both in English and Spanish.
  • Process markdowns and Point of Sale (POS) credits as approved by sales
  • Process return requests
  • Maintain familiarity with current sales specials and assist customers with promotional orders
  • Maintain familiarity with product lines to assist customers in placing orders
  • Research chargeback claims, provide Proof of Deliveries (POD), etc.



  • Ability to effectively read, write and speak both English and Spanish is required
  • Strong listening skills; skilled at developing and maintaining effective working relationships
  • Effective verbal and written communication skills both in English and Spanish
  • Customer service experience in a transaction based environment such as a call center or retail location, preferred
  • Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors, preferred
  • Experience with JD Edwards Enterprise One, preferred
  • 3-5 years prior customer service experience, required
  • The minimum level of education desired for candidates in this position is a high school diploma or equivalent

HarperCollins Christian Publishing is an Equal Opportunity Employer



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