Junior Process Excellence Specialist (m/f/d) – Customer Service

Springer Nature is seeking a Junior Process Excellence Specialist to join its global Customer Service team. This role focuses on improving operational efficiency, standardizing processes, and enhancing customer experience across regions. The specialist will analyze workflows, support automation initiatives (RPA and AI), and contribute to developing scalable processes, working with internal teams and external partners. This is an opportunity to drive continuous improvement within a global organization.

Must Have

• Analyze, streamline, and standardize global processes.
• Evaluate existing workflows and recommend improvements.
• Develop and maintain Standard Operating Procedures (SOPs).
• Partner with business and technical stakeholders to identify and create RPA and AI-driven solutions.
• Deliver global training sessions for process updates.
• Monitor performance metrics and use data insights for continuous improvement.
• Minimum of 2 years’ experience in customer service.
• Strong analytical and project management skills.
• Knowledge of process design, workflow documentation, and system optimization.
• Proficiency in MS Office and Microsoft Workspace.

Good to Have

• Experience with ERP systems, ideally SAP.

Perks & Benefits

• Hybrid Working Model

About the Role We are seeking a Junior Process Excellence Specialist to join our global Customer Service team. This role plays a key part in improving operational efficiency, supporting process standardization, and enhancing the customer experience across regions. Working closely with internal teams and external partners, the Junior Specialist evaluates and optimizes workflows, supports automation initiatives (including RPA and AI solutions), and contributes to developing scalable, sustainable processes. This is an excellent opportunity for someone who is eager to drive change and contribute to continuous improvement across a global organization. Role Responsibilities Process Improvement & Optimization * Analyse, streamline, and standardize global processes to ensure efficiency, sustainability, and scalability. * Evaluate existing workflows within Customer Service and recommend improvements to enhance service quality and operational performance. * Develop and maintain clear and accurate Standard Operating Procedures (SOPs) for order fulfillment and related processes. Automation & Innovation * Partner with business and technical stakeholders to identify and create RPA and AI-driven solutions. * Support the implementation of automation initiatives and monitor their performance. Training, Collaboration & Reporting * Deliver global training sessions to communicate process updates, new workflows, and best practices. * Monitor performance metrics and use data insights to support continuous improvement efforts. * Collaborate closely with the Line Manager and provide organizational support where needed. * Generate analytical reports to assess operational effectiveness and identify areas for further improvement. Experience, Skills, and Qualifications Essential * Minimum of 2 years’ experience in customer service, preferably in publishing or order management. * Strong analytical and project management skills, with demonstrated ability to drive process change. * Experience acting as a liaison between business and technical teams. * Knowledge of process design, workflow documentation, and system optimization. * Ability to learn new systems, methodologies, and tools quickly. * Excellent written and verbal communication skills. * Proficiency in MS Office and Microsoft Workspace. * Detail-oriented, with strong organizational and multitasking capabilities. * Customer-centric mindset and commitment to high service standards. Desirable * Experience with ERP systems, ideally SAP. At Springer Nature, we value diversity and are committed to fostering an inclusive environment where everyone can thrive. We welcome colleagues from all backgrounds and perspectives as we continue to build a workplace where people feel respected, supported, and empowered. If you have any access needs related to disability, neurodivergence, or chronic conditions, please reach out so we can arrange appropriate accommodations. For more information on career opportunities at Springer Nature, please visit careers.springernature.com. #LI-MM1 Job Posting End Date: 16-12-2025