Customer Service US Back Office Associate

About the role

McGraw Hill is looking for a dedicated Customer Service US Back Office Associate to support its US business from the Noida office. This 12‑month contract role focuses on processing returns, managing accounts, and provisioning digital licenses to enhance the customer experience.

Key responsibilities

• Research and process credits for physical returns in line with company policies.
• Use Salesforce.com and Oracle to locate customer information and apply credits.
• Sort, merge, and organize digital images from distribution centers and customers.
• Review system error messages to determine appropriate credits.
• Create customer accounts, trigger licensing notifications, and update contracts with end‑user details.
• Key digital images of orders into Oracle, analyze on‑hold orders, and determine next steps.
• Perform quality reviews of new orders, resolve issues, and report trends to leadership.

Required profile

• Minimum 1 year experience in a contact‑center, back‑office, or US customer‑service environment.
• Excellent Microsoft Office proficiency.
• Bachelor’s degree or equivalent experience.
• Residence within 25 km of the Noida office (up to 40 km considered as an exception).
• Experience in publishing is a plus.

Required skills

• Salesforce.com
• Oracle
• Microsoft Office
• Smartsheet (advantageous)

What we offer

• Opportunity to work on key projects for a global education leader.
• Hands‑on experience with industry‑standard tools.
• Dynamic, customer‑centric team environment.