Customer Service Intern, Springer Nature Opening Doors Program

Job Title: Customer Service Intern, Springer Nature Opening Doors Program
Location(s): Heidelberg 
Application Deadline: 14th March 2025 

About Springer Nature Group 

Are you looking for an internship that provides hands-on experience in research publishing and the chance to make connections at one of the largest publishers of education and research content? 

The Springer Nature Opening Doors internship, SNCS is a paid opportunity in Germany to gain experience in research and science news publishing in our journals, books or magazines.   

Many groups and perspectives are currently underrepresented in the publishing industry, which is a challenge that we are actively trying to address at Springer Nature. We are seeking candidates who believe they can contribute to diversity, equity and inclusion in our organisation, in our content, or both. We welcome applicants from all backgrounds, and we particularly encourage candidates from historically underrepresented groups to apply, including but not limited to Black people, Indigenous people and people of colour, people from socio-economically disadvantaged backgrounds, LGBTQ+ people, people from underrepresented social castes, religious minorities and people with a disability and/or a neurodivergent condition.  

About the role 

The successful applicant will spend up to six months within the Springer Nature Customer Service division of Springer Nature. If selected for this internship, you will be working in both the Author Support and Fulfilment Operations teams, focusing on underlying process review and optimisation:

• Strong focus on high-quality customer experiences and sustainable solutions 

• Proactively analyzing existing workflows, improving and automating them to optimize Springer Nature Customer Service 

• Developing and improving Standard Operating Procedures (SOPs) for the Springer Nature Customer Service areas, specifically in Author Support and Fulfilment Operations 

• Preparing instructions and presenting changes in staff training (internal and external) 

• Monitoring and improving the performance of key indicators 

• Collaborating and providing organizational support to the Line Manager 

• Generating reports to analyze and evaluate work efficiency and effectiveness 

• Presenting improvement suggestions to Management 

What’s in it for you?  

• Developing skills in customer service and process optimisation. 

• Hands-on experience at one of the largest academic publishing groups and the opportunity to learn from experienced publishing professionals. 

• Support from a buddy from one of Springer Nature’s employee networks that connect people who share a common identity.  

• Access to career development, training and events, including an overview of different business areas at Springer Nature and advice on the job application process 

• The chance to engage in projects utilizing innovative technologies such as AI and RPA (Robotic Process Automation) 

About us: 

As a Customer Service Analyst, you play a leading role within the Springer Nature Customer Service organisation, working with customers and other internal and external stakeholders. The goal is to provide first-class service to internal and external customers for Springer Nature’s publishing support and fulfilment operations. 

About you:  

• Currently enrolled in an undergraduate or graduate program, or be a recent graduate  

• Available to start in June 2025 for an internship of up to six months 

• Fluent in English and German, and have an existing right to live and work in Germany 

• Experience or interest in customer service and/or order management, ideally in publishing 

• Ability to understand, develop, and continuously improve business processes 

• Ability to implement, document, and communicate developed process improvements 

• Enjoyment of analytical thinking 

• Initial experience in project management 

• Enjoyment of learning and applying new systems, methods, and practices to improve daily work 

• Detail-oriented 

• Multitasking and good time management 

• Strong customer orientation 

How to apply: Application deadline March 14th, 2025 

Please send a resume and a short supporting statement in a cover letter (no more than 500 words) that explains what you will bring to this role and how you feel you could contribute to diversity, equity and inclusion in our organization, our content, or both.   

The internship will start in June for a duration of maximum 6 months and is based in Springer Nature’s Heidelberg office on a hybrid working model with up to three days a week working from home.  

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process due to disability, neurodivergence or a chronic condition, please direct your inquiries to Laura Gonzalez Gascon (laura.gonzalez@springernature.com) - CoE Talent Attraction.

If you're looking to kick-start your career in Research publishing, apply today and you could be part of the next generation shaping our industry.  

There are additional intern positions available across Springer Nature as part of this program - find out more about other available opportunities.

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Job Posting End Date:

14-03-2025

Summary

• Location: Heidelberg
• Type: Full time