Guilford Publications (Guilford Press), founded in 1973, is an independent academic/scholarly press located in midtown Manhattan, NYC, near Penn Station. We publish acclaimed books and periodicals in the areas of psychology, mental health, wellness, education, social sciences, research methods, geography, and other related fields. We pride ourselves on science-based works, by respected experts, that aim to advance knowledge, support individual and societal well-being, and make a difference in the lives of clinicians, researchers, students, educators, and general readers around the world.

As a company, Guilford is full of people who are passionate about the works we publish and the company’s role as an independent publisher with a long-history of excellence. Guilford offers an ethical and compassionate work environment, where staff members are respected and valued. We build staff skills and as an organization we encourage staff to be open to learning new skills. We strive for a healthy work-life balance, appreciating that our staff have multi-faceted, full lives.

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, gender identity, age, sexual orientation, disability, religion, creed, national origin, marital/partnership status, pregnancy, reproductive health decision making, arrest or conviction status, status as a victim of domestic violence, military status, or any other characteristic protected by local, state or federal law.

Customer Service Professional

Guilford Press has an excellent opportunity in our Fulfillment Department for those looking to start a career in publishing.

Guilford seeks a productive and organized customer service professional who enjoys interacting with customers and authors by phone, email, and on occasion, in person. Those in our Fulfillment Department have direct contact and learning opportunities with many of the crucial duties involved in independent publishing, including order fulfillment, inventory maintenance, ecommerce, accounts payable and receivable, support of our marketing efforts, and working with major domestic resellers and international distributors. The publishing industry is changing, and you’ll be part of that change as you assist special projects to find solutions to new problems.

Responsibilities

• Provide support to customers via phone and email, including answering inquiries on titles and order status, processing orders, tracing shipments, managing invoice adjustments, processing returns/refunds, and working with special orders and requests from individual customers, as well as institutional accounts.
• Manage key accounts, learning their policies and requirements, and processing their orders and credit memos.
• Liaise with our authors to get their books to speaking engagements and conferences.
• Helm new initiatives to automate existing processes and improve efficiency.
• Opportunities to participate in professional conferences and bookselling exhibitions may arise.

Requirements

• Customer service or related work experience.
• Strong data entry, problem solving, and communication skills.
• Willingness to learn new skills and technologies.
• Proficiency with Excel.
• Strong general computer skills.
• An interest in publishing, and the subject areas in which Guilford Press publishes, would be helpful.

Work Arrangements

This position is based out of our New York City office (near Penn Station in midtown Manhattan). This is not a remote work opportunity. After training and successful performance, this position may allow for a hybrid work schedule of on-site work and remote work, however, being available for in-office work initially during training and orientation, and on an ongoing basis going forward, is a key component of this position.

Compensation

Pay range for this position is $22 to $22.55 per hour with eligibility for over-time. Guilford’s comprehensive benefits package includes medical, dental, vision, HRA and FSA arrangements, disability insurance, 401(k), 401(k) match, profit-sharing bonus, commuter pre-tax benefits, and professional development opportunities.

To Apply / Special Instructions

When you apply for a position, we’d like to know why you want to work here and why you’re interested in this job. We strongly encourage candidates to send a cover letter along with their resume. These can be emailed to the attention of Christopher Etsell at resume@guilford.com. In the email subject line, please include “Customer Service Professional.”