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Employment Opportunities at Dover Publications

Dover is currently seeking talented individuals to join its staff. We offer jobs that are fast paced, challenging and creative.

The Customer Service Representative is responsible for customer relations and problem resolution with all internal and external customers, and to ensure that all actions taken result in customer satisfaction and meet company standards. A successful CSR must understand our business, so they can resolve various types of customer issues. The Customer Service Representative will have in-depth knowledge of company products and programs. The Customer Service Representative will partner with the Sales team to provide customers with service as outlined in our policies and procedures. The Customer Service representative will provide feedback to management on customer issues in other operational areas that impact the quality of the customer relationship.

Essential duties and responsibilities:

  • Interact with customers via telephone, fax, mail and Internet regarding Dover’s products, customer programs and services. Respond to, trouble shoot and resolve questions from customers in an efficient, timely, and professional manner. Ensure all interactions with customers (both internal and external) are professional and courteous.
  • Effectively communicate issues, needs and opportunities with customer service employees and other managers.
  • Become proficient in navigating SAP Order Management System and inter-related modules required to assist customers in providing information regarding current or prior sales order transactions, their fulfillment and/or shipping.
  • Input customer orders into SAP Order Management System simultaneous to the customer telephone call, providing them with immediate confirmation of pricing, product availability, shipment expectations and their delivery and upgraded shipping options.
  • Conduct order status review in SAP, and based on customer request, input replacement orders for short shipment, credit issuance, damage and defective products, coding orders with correct level of priority status for fulfillment based on established policy and procedures.
  • Process customer orders, changes, claims and returns according to policy and procedure. May involve in-house credit card processing.
  • Research and resolve any discrepancies regarding customer issues. Report any discrepancies to the Supervisor that cannot be resolved.

Qualifications Requirements:

  • HS Diploma or equivalent related experience preferred.
  • Prior experience in a customer service environment.
  • Proficient in MS Word, MS Excel, the Internet and email.
  • Strong customer orientation. Ability to interact with a variety of people inside and outside the organization.
  • Possess strong analytical skills and have problem solving/issue resolution skills.
  • Must possess good level of computer literacy and have desire/aptitude to grasp and develop expertise in SAP Order Management System & other related module.
  • Must become proficient in executing SAP user transactions in Order Management module.
  • Strong attention to detail with proven written and verbal professional communication skills.
  • Ability to work within a team.

Interested candidates may apply by sending cover letter and résumé:

via mail:

Dover Publications
Human Resources Department
31 East 2nd Street
Mineola, NY 11501

via email:

hr@doverpublications.com

via fax:

516-873-1401

From Long Island:

Take Northern State Parkway to the Meadowbrook Parkway (South). Exit the Meadowbrook Parkway at Old Country Road. Continue on Old Country Road passing the Roosevelt Field Mall. Turn right at Roslyn Road. Continue on Roslyn Road until you pass over a set of railroad tracks. At the first light, make a right turn onto East 2nd Street. Dover Publications is the second building on the right hand side.


From New York City:

Take the Queens Midtown Tunnel to Route 495 Eastbound. Exit Route 495 at Exit 30S which is the Cross Island Parkway. Exit the Cross Island Parkway at Route 25 Eastbound (Jamaica Ave. / Jericho Turnpike). Make a right turn onto Mineola Boulevard. Turn left onto 2nd Street which becomes East 2nd Street. Dover Publications is the second building on the right after the road becomes East 2nd Street.


From Upstate New York:

Take the Throgs Neck Bridge to the Cross Island Parkway (Route 295) towards Eastern Long Island. Exit the Cross Island Parkway at Route 25 (Jamaica Avenue / Jericho Turnpike). Make a right turn onto Mineola Boulevard. Turn left onto 2nd Street which becomes East 2nd Street. Dover Publications is the second building on the right after the road becomes East 2nd Street.


Via LIRR:

Mineola Train Station
Walk to the front of the station. Walk North 2 blocks to 2nd Street. Make a right turn and walk 3 more blocks. Go over Roslyn Road. We are the 2nd building on the right, 31 East 2nd Street.