Customer Service Assistant

About Westchester Publishing Services:

Westchester Publishing Services is a global publishing services partner that supports more than 700 publishers and content organizations worldwide. With teams across the UK, United States, and India, we provide editorial, project management, production, digital publishing, accessibility, and education content services to leading trade, academic, university press, education, and professional publishers.

Our clients rely on us for the combination of deep publishing expertise, disciplined project management, and technology-enabled workflows that help bring high-quality content to market efficiently and at scale. We serve a wide array of clients including Macmillan, Harvard University Press, The MIT Press, W.W. Norton, and Sourcebooks.

Position summary

The Customer Service Assistant supports the CSR team by helping keep projects organized, tracking workflow details, maintaining accurate records, and assisting with day-to-day administrative and production support. 

This role is focused on internal coordination and back-up support, with the potential to own a few accounts with experience.

Key responsibilities

• Support the CSR team with day-to-day project tracking and workflow coordination.
• Review transmittals and project information for accuracy and flag issues for CSR follow-up.
• Assist with daily audit and project sweep reports to help identify inactive work and other items that need attention.
• Communicate with the production team in India to help resolve errors, clarify details, and keep work moving.
• Help route projects through the production process by gathering information, updating records, and following established procedures.
• Maintain and organize client procedures, style sheets, and other reference materials.
• Assist with monitoring ship dates and other deadlines so the CSR team can stay on schedule.
• Support the team with administrative tasks such as email cleanup, folder organization, and document maintenance.
• Help identify opportunities to improve workflows, procedures, and internal documentation.
• Provide coverage and general support for CSRs as needed.

Qualifications

• Strong organizational and communication skills.
• High attention to detail and accuracy.
• Ability to follow established processes and support multiple priorities.
• Comfort working with internal teams to keep work on track.
• Willingness to learn publishing workflows, production terminology, and department procedures.
• Ability to manage several projects and tasks on a daily basis.
• Experience in customer service, publishing, production, or administrative support.
• Solid working knowledge of Microsoft Office, particularly Outlook, Excel, and Word.  

Work environment

This role is based at our headquarters in Danbury, Connecticut, supporting the customer service department and working closely with CSRs, production, and other internal teams. Availability during standard business hours is expected, with the possibility of hybrid work arrangements based on department policy. This is a part-time role for 30 hours a week, from 8:30AM-3:00PM preferred, with a 30 minute lunch break. There is the potential for this position to become a full-time opportunity for the right candidate.

We will only contact individuals possessing the necessary qualifications to move forward in the application process.