German‑English Bilingual Customer Care Associate – Remote Position Supporting Academic Publishing & Digital Solutions at arenaflex

About arenaflex

arenaflex is a globally recognized academic publishing powerhouse with a heritage spanning more than five decades. Headquartered in Switzerland, our organization operates across continental Europe, the Anglo‑American market, and Asia, with vibrant offices in Berlin, New York, Oxford, Brussels, Chennai, and supporting hubs in Vienna, Warsaw, and Istanbul. We specialize in the Humanities and Social Sciences, delivering a rich portfolio of over 1,000 titles each year in German, English, French, and a multitude of additional languages. Our catalogue ranges from traditional print monographs to cutting‑edge eBooks and Open Access publications, positioning arenaflex at the forefront of scholarly communication and digital transformation.

Role Overview

We are seeking a dynamic, bilingual Customer Care Associate who will serve as a trusted ambassador for arenaflex’s customers worldwide. This remote, full‑time role (100% employment rate) is ideal for a proactive professional with strong German and English communication skills, a passion for academic publishing, and a knack for solving complex customer inquiries. You will work closely with cross‑functional teams, including Customer Care, Sales, Production, and Technical Support, to ensure seamless order processing, digital access provisioning, and overall customer satisfaction.

Key Responsibilities

• Customer Advocacy: Deliver high‑quality, courteous support to librarians, scholars, and institutional partners, acting as the face of arenaflex.
• Order Management: Process incoming print and digital orders daily through our ERP system, ensuring accuracy and timely fulfillment.
• Cross‑Department Collaboration: Partner with global departments to escalate issues, coordinate solutions, and maintain smooth workflow across the organization.
• Digital Access Provisioning: Grant librarians secure access to licensed content on the arenaflex platform, troubleshooting any access problems promptly.
• Open Access & Subsidy Transactions: Handle special transaction orders, including Open Access publishing, subsidy arrangements, and peer‑review processes.
• Ticket System Management: Monitor, prioritize, and resolve items in the team email ticket system (HubSpot), ensuring no request falls through the cracks.
• Logistics Coordination: Liaise with global printers and UPS to track shipments, resolve delivery issues, and confirm order completion.
• Financial Documentation: Prepare advanced invoices, generate customer quotes, and maintain accurate financial records.
• Data Administration: Create, update, and correct customer records within the ERP system, guaranteeing data integrity.
• Returns Processing: Issue credit notes, manage cancellations, and oversee the return workflow efficiently.
• Sales Enablement: Identify opportunities to promote additional arenaflex products and services, acting as a proactive sales partner.
• Feedback & Survey Participation: Conduct follow‑up communications and surveys to gauge satisfaction and gather actionable insights.

Essential Qualifications

• Fluent, professional‑level written and spoken German and English.
• Minimum three years of experience in a customer care, support, or service‑oriented role, preferably within publishing, education, or a related knowledge‑intensive sector.
• Demonstrated ability to work independently as a motivated self‑starter while thriving in a collaborative team environment.
• Strong proficiency with Microsoft Office suite (Word, Excel, Outlook) and a solid working knowledge of ERP or order‑management systems.
• Excellent problem‑solving mindset, with a focus on delivering timely, accurate solutions.
• Positive attitude, adaptability, and a genuine desire to learn and grow within a fast‑evolving industry.

Preferred Qualifications & Skills

• Experience with digital publishing platforms, e‑book distribution, or Open Access workflows.
• Familiarity with HubSpot or similar ticketing/customer relationship management tools.
• Understanding of library acquisition processes, licensing agreements, and scholarly communication standards.
• Previous exposure to international logistics coordination, including working with global printers and courier services.
• Ability to analyze sales data and generate insightful reports that support strategic decision‑making.
• Multilingual capabilities beyond German and English (e.g., French, Spanish, or Mandarin) are a distinct advantage.

Core Competencies & Personal Attributes

• Customer‑Centricity: A genuine passion for helping customers succeed and a commitment to exceeding expectations.
• Communication Excellence: Clear, concise, and persuasive communication style in both German and English, tailored to diverse audiences.
• Creativity & Initiative: Ability to think outside the box, propose process improvements, and take ownership of tasks from inception to completion.
• Detail Orientation: Meticulous attention to data accuracy, documentation, and quality control.
• Team Collaboration: Strong interpersonal skills, fostering positive relationships across geographic and functional boundaries.
• Solution Orientation: Proactive approach to identifying root causes and implementing effective, lasting resolutions.

Career Development & Learning Opportunities

arenaflex invests heavily in the professional growth of its employees. As a Customer Care Associate, you will have access to a robust learning ecosystem that includes:

• Structured onboarding programs that familiarize you with publishing workflows, ERP functionalities, and digital platform architecture.
• Continuous training modules on emerging trends in academic publishing, Open Access policies, and library services.
• Mentorship from senior leaders in Sales, Production, and Digital Services, providing guidance on career pathways within arenaflex.
• Opportunities to attend industry conferences, webinars, and workshops, expanding your network and expertise.
• Clear promotion tracks leading to senior support roles, team lead positions, or specialized functions such as Product Management or Customer Success Strategy.

Work Environment & Culture at arenaflex

Our remote‑first philosophy empowers you to work from any location within the Central European Time (CET) zone, while staying fully integrated with a vibrant, multicultural team. arenaflex fosters an inclusive culture that celebrates diversity, encourages curiosity, and rewards innovation. Key cultural pillars include:

• Flexibility: Flexible working hours that respect work‑life balance and accommodate personal commitments.
• Collaboration: Regular virtual coffee chats, cross‑regional project teams, and open communication channels that keep everyone connected.
• Recognition: Acknowledgment of achievements through quarterly awards, peer‑to‑peer shout‑outs, and performance‑based incentives.
• Well‑Being: Access to mental‑health resources, wellness stipends, and virtual fitness sessions to support holistic health.
• Innovation: An environment that encourages experimentation, where new ideas are welcomed and tested.

Compensation, Benefits & Perks

arenaflex offers a competitive salary package aligned with market standards for the CET region, complemented by a comprehensive benefits suite that may include:

• Health, dental, and vision insurance plans.
• Retirement savings options with employer matching contributions.
• Generous paid time off, including vacation days, public holidays, and sick leave.
• Professional development budget for courses, certifications, and conferences.
• Technology stipend to equip your home office with the tools you need for success.
• Employee assistance programs and access to counseling services.
• Performance‑based bonuses tied to individual and team achievements.

How to Apply

If you are ready to become a pivotal part of arenaflex’s customer‑focused mission, please submit your complete application through the online form provided. Include a tailored cover letter, an up‑to‑date résumé, and any relevant certifications that showcase your expertise.

Apply Now – Submit Your Application

Join arenaflex Today

At arenaflex, you will be joining a forward‑thinking organization that values your contributions, supports your growth, and celebrates your successes. We look forward to meeting candidates who are enthusiastic, solution‑driven, and eager to make a meaningful impact on the global academic community. Take the next step in your career and help shape the future of scholarly publishing with arenaflex.