http://careers.hmhco.com/feeds/customer-service-Portsmouth-NH-jobs/ Custom RSS Feed for customer-service-Portsmouth-NH-jobs Tue, 21 May 2013 23:31:29 GMT en-us http://careers.hmhco.com/feeds/customer-service-Portsmouth-NH-jobs/ 720 Published Job Title: Accounting Coordinator
Published Division/Department: Heinemann
Requisition #: 5876
State/Province/County: New Hampshire
City: Portsmouth
Country: United States
Percentage of Travel: None
Position Type: Full Time - Project Employee
Shift: 1st Shift
Interest Category: Finance

Prepare Weekly Sales and Deferred Revenue Reports
- Print reports from SEMtek
- Prepare Weekly Sales and Deferred Revenue worksheets
- Send files to appropriate individualsProcess weekly bookkeeping for all Professional Development Departments
- Balance check, credit card, and purchase order registrations to system reports
- Prepare deposits
- Process credit cards thru PaymetricProcess returned checks
- Back these out from SEMtek
- Contact customers
- Follow up with new payment Financially close sessions (book revenue) daily/weekly
- Verify closed sessions with what is reported on PD Weekly Sales report Process refunds/credits
- Generate cash refund report through SEMtek
- Verify amounts on all refund forms (compare cash refunds to report and verify AR adjustments)
- Generate payment vouchers for all check refundsAccounts Receivable
- Process all incoming payments (check, credit card, & global)
- Coordinate with Accounts Receivable team to collect PD payments they have received
- Print & mail invoices monthly (current and past due – stamp & sticker all past due 60+ days)
- Collections – monthly review of Aged Trial Balance & calls to past due accounts
- Research any overpayments Process Speakers’ Author Payments and Consultant Payments
- Review monthly American Express (Egencia – Business Travel) account for flights booked for HS Engagements as well as SM

Engagements
- Verify all receipts and fee amount submitted by author / consultant
- For HS, Enter amounts (author & Egencia) into SEMtek and generate payment voucher
- Review SM Consultant invoice and prepare for payment
- Mail customer invoice with original receipts to customer immediately

End of Month processing
- Submit cash journals to Accountant (all daily transactions throughout the month are recorded in Excel – one journal for Heinemann Services and one for remaining PD departments)
- Generate series of 6 reports through SEMtek and verify all account balances – research any discrepancies
- Record all account balances in EOM Excel spreadsheet and submit to various individuals
- Reconcile sessions by confirming the exact sessions that revenues were gained/lost each month – submit file to various individuals

Support / Customer Service
- Advise PD team on any questions
- Provide various reports to accounting and to PD team
- Research customer inquiries – such as credit card charges, PO/Invoice balances, missing payments

SEMtek Task Force
- Acting chair, coordinating with other team members and Entrinsik to resolve any problems with our main operating software, SEMtek

**Please note that this is a project based position and will last approximately 9 months. *************

Requirements
* Associates Degree in Accounting or Business
* 3-5 years business experience in general accounting.
* Self starter with intermediate analytical skills.
* PC knowledge including intermediate Excel, basic Access and intermediate Word skills.
* Excellent communication and customer service skills required.]]>Tue, 14 May 2013 00:00:00 GMThttp://careers.hmhco.com/job/Portsmouth-Accounting-Coordinator-Job-NH-03801/2597449/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Portsmouth-Accounting-Coordinator-Job-NH-03801/2597449/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Vice President, Customer Experience
Published Division/Department: Global Supply Chain
Requisition #: 5528
State/Province/County: Florida
City: Orlando
Country: United States
Percentage of Travel: 20% - 30%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Customer Service / Client Care

Directly responsible for the full capability, functionality and performance of the customer service function ensuring a customer centric approach to dealing with customers; implements practices to reduce costs and improve service quality in the full spectrum of customer touch-points; performs duties associated with creating and implementing the strategies of the customer service function making customer service a competitive advantage over our competition.

PRIMARY ACCOUNTABILITIES:
Strategic Planning
• Develop relationship and interface with external and internal customers in an effort to understand the needs of each group. Based on needs, develops and implements new strategies to provide the desired level of service to stakeholders continuously improving customer experiences.

Continuous Improvement
• Directs initiatives, driving stakeholder and or cross-functional collaboration to insure high quality decisions and results are achieved. Leads change management efforts to insure a state of continuous improvement in customer service operations. Researches, evaluates and recommends outsource solutions in an effort to reduce operating expenses without sacrificing service levels.

Customer Service Operations
• Leads strategy and implementation of all customer service functional areas, including order entry and order management; reporting, measures and metrics; product knowledge and training; Order to Cash processes; and Key Accounts and Customer Relations.

People management, leadership and management development
• Lead, develop and retain a leadership team providing coaching and developmental opportunities that continuously build both individual and team capabilities.

• Other duties and projects as assigned
Requirements

SKILLS/COMPETENCIES REQUIRED:
University degree in Business or related field
15 years of Customer Service leadership experience
5 years Experience in supply chain technology/processes such as APO, SAP R/3, JIT, ERP
15 years people management and leadership
Ability to travel

HMH is an equal opportunity, affirmative action employer m/f/d/v and member of e-Verify.

J2W:CB Exp. 02/12/13]]>Sat, 04 May 2013 02:59:00 GMThttp://careers.hmhco.com/job/Orlando-Vice-President%2C-Customer-Experience-Job-FL-32801/2373514/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Orlando-Vice-President%2C-Customer-Experience-Job-FL-32801/2373514/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Customer Service Rep
Published Division/Department: Global Supply Chain
Requisition #: 5703
State/Province/County: Florida
City: Orlando
Country: United States
Percentage of Travel: None
Position Type: Full Time - Temporary
Shift: 1st Shift
Interest Category: Customer Service / Client Care

Provide customer service support and information to external and internal customers including, Sales Force, corporate departments, and other business unit employees, that meets or exceeds expectations. Provide a positive customer experience that will promote future business through courteous, accurate, and prompt responses to inquiries. Daily responsibilities will include processing orders, providing status to orders, providing quotes, and providing product information. Communicate order status or other items such as backorders, substitutions, pricing, discounts and product compatibility issues to customers. May be responsible for processing customer return authorizations.Ideal candidate will have exceptional customer service skills as well as the ability to make decisions with minimal supervision, handle a high volume of incoming calls, emails and paperwork. In addition, the ability to multi-task and work in a team environment is critical. Excellent oral and written communications skills, good analytical and problem solving skills, and excellent computer skills are needed as well as strong organizational skills and the ability to prioritize workload. Must be willing to work a considerable amount of overtime. Required: H.S. diploma. 2 years previous Customer Service or related experience Preferred: College degree. SAP experience preferred. Bilingual is a plus!

Requirements
* Strong Customer Service skills, demonstrated through previous experience
* Knowledge of and experience with SAP R3
* Ability to quickly learn internet based applications
* Ability to learn the assigned HMH product lines
* Attention to detail
* Strong analytical capabilities
* Problem Solving Skills
* Skilled in multi-tasking
* Basic Word and Excel Skills
* Strong Written and Verbal Communication
* Flexible and able to commit to working overtime (when required)
* Schedule will range from 8:30am thru 9:00pm Monday thru Saturday

Houghton Mifflin Harcourt is an affirmative action, equal opportunity employer and member of E-Verify.

J2W:CB Exp. 05/18/13]]>Thu, 02 May 2013 03:00:00 GMThttp://careers.hmhco.com/job/Orlando-Customer-Service-Rep-Job-FL-32801/2463708/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Orlando-Customer-Service-Rep-Job-FL-32801/2463708/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Associate QA Development Specialist
Published Division/Department: Global Supply Chain
Requisition #: 5782
State/Province/County: Florida
City: Orlando
Country: United States
Percentage of Travel: None
Position Type: Full Time - Temporary
Shift: 1st Shift
Interest Category: Customer Service / Client Care
Under general direction of the Manager, CS Training, QA and Knowledge Management, the QA and Development Specialist monitors quality for a variety of customer transactions and identifies trends and opportunities for increased levels of performance. Uses quality data and information on new products and processes to assist in the design, development and facilitation of training. Responsible for creating/updating documents in Knowledge Database.

Monitors and reviews critical customer touchpoints which may include customer calls, orders, email inquiries and other customer interactions and provides quality results, feedback, training recommendations to CE Management team.
Uses quality data and information on new products and processes to assist in the design, development and facilitation of training. Develops training materials and tools such as job aides, in person and web-based training and multi-media training tools to meet learner needs. Measures effectiveness of training thru knowledge checks and monitoring of customer interactions.
Reviews/maintains knowledge database and develops/updates process and product documents to assist teams in responding to customer inquiries.

Requirements:
- 2-3 years relevant experience in order entry for School and/or Trade

- Prior experience in quality review and/or training development and facilitation]]>Sat, 11 May 2013 02:59:00 GMThttp://careers.hmhco.com/job/Orlando-Associate-QA-Development-Specialist-Job-FL-32801/2544917/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Orlando-Associate-QA-Development-Specialist-Job-FL-32801/2544917/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Curriculum Specialist
Published Division/Department: US Sales
Requisition #: 5771
State/Province/County: Missouri
City: St. Louis
Country: United States
Percentage of Travel: 70% - 80%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Educational Consulting/Professional Services
Purpose of the Role: Curriculum Specialists are responsible for the delivery of K-12 production implementation and service, as determined by manager. These Curriculum Specialists have an understanding of a variety of products specializing in some, but continuing to gain knowledge of a broader content and product line. The delivery of persuasive, customer-focused sales presentations and informative and effective implementations is crucial. This position is accountable for effective sales presentations and implementations to current and potential customers in order to foster sales satisfaction and confidence in HMH products and to encourage their future use. Individuals are distinguished by their ability to consistently deliver effective and persuasive sales presentations, willingness to learn and demonstrate knowledge in a variety of content and product lines, and their desire to continue to learn and to craft their presentation and communication skills.

Job Responsibilities:· Demonstrates understanding of assigned disciplines including core and supplemental products as well as technology associated with such products. · Works with Account Executives to understanding client needs and transfer this knowledge – pre, during, and post sale. · Delivers effective solution-based sales presentations tailored to the client’s needs. Presents HMH products in an organized, accurate, and motivating manner that elicits audience response and convinces individuals to support HMH programs; customizes the sales message with awareness of customer needs, campaign issues, and competitive knowledge; comprehensively covers all sales points, hitting on the competition and effectively closes the presentation with a call to action on the part of the customer; appropriately adjusts to response and needs of audience; handles questions and overcomes objections. · Works with National and Regional Content Specialists in the development of sales presentations and customizing, as necessary, to secure revenue.· Works to refine and to develop market, curriculum, and product knowledge by reading the market, recognizing trends, determining customer needs and communicating effectively with the sales team. · Demonstrates extensive knowledge about curriculum issues and utilizes said information to build a foundation for effective communication with customers.· Demonstrates a depth of product knowledge in order to positioning product in a way that reflects product strengths while aligning with market issues, curriculum trends, and customer needs.· Utilizes knowledge of competitors’ products to enhance product positioning; serves as a resource for customers and colleagues when market or product information is needed; stays abreast of new developments in technology.· Delivers in-service training that builds comprehensive product knowledge and effectively prepares teachers to use HMH programs; customizes in-service training based on customer needs; prepares and delivers effective interactive workshops that reflect new and creative ideas relating to current issues and trends and provides stimulating ideas for teachers to take back to their classrooms; responds to audience by adjusting workshops as conditions warrant.· Provides timely feedback on activities conducted in a territory to the appropriate Sales Executive and manager; communicates information uncovered regarding customer needs to the sales rep and manager in order to capitalize on sales opportunities and position product effectively; communicates with customer before each scheduled in-service to determine needs in order to customize for the district; uses voicemail and e-mail appropriately and effectively; submits required reports in a timely manner.· Additional responsibilities may include assignments such as:§ District evaluation rubrics§ Recordings of sales presentations (internal and external use)§ Presentation/implementation development (content expertise)

Requirements
Requirements: This position requires a Bachelor’s Degree in Education or proficient experience with a focus on math, science, reading and/or langauage arts. Must be able to use MS Office Suite, and WebEx tools.This position has irregular work hours, requiring overnight trips and extensive travel - driving and air. Must be able to lift and move up to 50 lbs on a regular basis. Must have a valid driver's license and clear driving record.]]>Tue, 07 May 2013 02:59:00 GMThttp://careers.hmhco.com/job/St_-Louis-Curriculum-Specialist-Job-MO-63101/2535441/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/St_-Louis-Curriculum-Specialist-Job-MO-63101/2535441/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Technical Associate Account Mgr
Published Division/Department: US Sales
Requisition #: 5836
State/Province/County: California
City: Los Angeles
Country: United States
Percentage of Travel: 60% - 70%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

The Technical Account Manager position provides support and implementation services to Sales/Account Managers and their assigned accounts, assisting them in implementing and maintaining Riverside's technology platforms and other HMH product offerings. The Technical Account Manager position supports HMH meeting or exceeding annual renewal and expansion revenue objectives by maintaining a high degree of customer satisfaction. The Technical Account Manager position works with both existing customers, and also offers pre-sales support to obtain new customers. This position covers both new sales generation and existing customer retention.
Requirements · Technical aptitude to solve complex issues· Strong communication skills· Client relationship management
- Strong decision-making skills Organizational and priority awareness]]>Mon, 22 Apr 2013 00:00:00 GMThttp://careers.hmhco.com/job/Los-Angeles-Technical-Associate-Account-Mgr-Job-CA-90001/2559823/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Los-Angeles-Technical-Associate-Account-Mgr-Job-CA-90001/2559823/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Director Professional Services and Development
Published Division/Department: US Sales
Requisition #: 5552
State/Province/County: Illinois
City: Evanston
Country: United States
Percentage of Travel: 50% - 60%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development
- Work collaboratively with the PSG team and the Field Sales organization to position and develop complex implementation plans and proposals aligned with core products that will result in long term relationships and ongoing streams of revenue;
- Develop and maintain a proposal bank of increasingly refined proposals that evolve through feedback from the Field Sales organization and customers and that reflect best practices in professional development;
- Represent the department in high level customer meetings designed to position fee-based services as a critical element of solution design in complex sales;
- Develop structures and practices for consistent practices of service delivery in collaboration with division staff, including scheduling, logistics, and per diem coordinators;
- Develop systems for communication and implementation of consistent operational practices for the execution and delivery of all fee-based services;
- Develop and execute systems for evaluation of customer satisfaction of services delivered, including a tiered system of account management practices;
- Work collaborative with RFP responses that reflect current department practices and service products;
- Work collaboratively with the Leadership and Learning Center staff to fully develop and articulate to the field a thoughtful alignment of content;
- Act as a curator of content related to sales and delivery of professional services, including the development and maintenance of a central site for sharing;
- Participate in the development of a system of entitlements for free and fee-based services, including application of formulas, a system for management of services, and record keeping systems.

Requirements:
Bachelors in Education required from an accredited college or university; Master’s degree or above given preference
- Teaching experience and curriculum expertise at the district and/or state level preferred
- Proven experience in Professional Development/Staff Training initiatives
- Proven experience with team management and project management
- Experience managing human services scheduling systems preferred
- Proficient in MS Office Suite
- Proficiency with applications that run across the Worldwide Web
- Ability to travel extensively throughout assigned territory to visit school districts and team members, attend meetings, and conduct field training observations to assist in implementations of HMH products and services
- Ability to frequently carry/lift/move up to 25 pounds i.e. laptops, projectors and software etc.

*LI-CT1]]>Mon, 22 Apr 2013 03:00:00 GMThttp://careers.hmhco.com/job/Evanston-Director-Professional-Services-Business-Operations-and-Development-Job-IL-60201/2395210/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Evanston-Director-Professional-Services-Business-Operations-and-Development-Job-IL-60201/2395210/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Sr. Customer Service Rep
Published Division/Department: Global Supply Chain
Requisition #: 5823
State/Province/County: Florida
City: Orlando
Country: United States
Percentage of Travel: None
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Customer Service / Client Care
Provide customer service support and information to all external and internal customers including Sales Force, corporate departments and other business unit employees at a level that meets or exceeds expectations. To be successful the Senior CSR must have extensive product knowledge; a thorough understanding of SAP, its reports and interfaces; excellent communication skills and problem solving abilities; and excellent computer skills. They must have knowledge of complex pricing and contracts, discounts, special promotions, and product configuration as well as gratis and sample guidelines and policies for customers. They need to understand overall terms and conditions of promotions, special discounts and contracts. They may also be responsible for processing customer return authorizations and may be asked to process credits for returns received in the various warehouses. They must ensure that the returns are credited at the correct price and discount based on purchase history, agreed upon return limits or contracts and return policies. They may process billing adjustments against transactions processed through the order fulfillment system. Sr. Customer Service Representatives may be aligned to the Order Entry, Order Management or other Customer Experience functional areas. Their knowledge of the business, product, systems and customer base may result in assignment of special projects to correct transactions due to processing issues, a change in business policy or incorrect master data information. They may also be assigned as liaison to key customers, sales reps, sales managers or asked to coordinate certain processing areas with the department and business unit.

Some Sr. CSRs may function as a Team Lead. Team Leads will also mentor CSRs assigned to their sales territory. They will review all orders received for their territory above a certain dollar amount and provide a large order checklist and instructions to CSRs to be used when processing those large orders. They will oversee proofing the large orders and returns and adjustments to ensure accuracy. The Sr. CSR Team Lead will be the liaison for Customer Service with the Sales Regional Vice Presidents and District Managers in their sales territory. In addition they may assist in or be responsible for training other CSR’s, and fill in for the Supervisor as needed.

Process sales quotations, samples, orders, credits, returns and order adjustments accurately in SAP. Communicate backorders, substitutions, pricing, and product compatibility issues to customers. Evaluate order requirements and insure that customer, inventory and system requirements are met before processing. Understand the system interfaces to and from SAP, Esker and Salesforce.com as well as the downstream processes. Thorough understanding of policies, processes and procedures is required in order to assure accurate information is communicated. Must utilize good judgment and be able to make decisions independently.

Provide positive and timely responses to internal and external customer phone calls and emails. Handle key customers and sales reps as assigned. Provide a positive customer experience that will promote future business through courteous and prompt responses to phone, mail and email communications. Give customers and sales force clear and accurate information regarding product, procedures, and status of orders and returns.

Research inquiries on a timely basis and resolve customer order issues (i.e. incomplete or incorrect ordering, shipping, pricing, returns and/or billing problems). Provide SAP queries regarding backorders and transactions to both customers and sales force. Understand and monitor SAP reports to insure individual processing in SAP is correct and complete. Possess knowledge of Supply Chain processes insuring that accurate information is passed to all customers regarding product attributes and inventory availability.

Accurate and timely implementation of special projects as assigned. Train and/or assist with training the CS staff. Contribute to team effort and provide backup support to co-representatives; follow departmental policies and procedures in addition to other duties as assigned. Mentor and assist in training new hires and summer temps. Mentor and assist CSRs in their territory. If also a Team Lead, fill in for Supervisor as needed and other activities of a supervisory nature.

Answer questions, process orders, participate in special projects demonstrating a knowledge of all company products and in depth knowledge of products sold, special discounts, pricing and contracts as well as gratis and samples guidelines for customers, including how to access and interpret information in SAP and downstream systems that are utilized by our customers.

Requirements Ability to make decisions with minimal supervision and handle a high volume of incoming calls, emails and paperwork. Excellent analytical and problem solving skills. Ability to multi-task and work in a team environment. Excellent oral and written communications skills. Thorough working knowledge of various software packages including, SAP, Excel and Word. Strong organizational skills and ability to prioritize workload.

Must be willing to work considerable overtime

*
*

Houghton Mifflin Harcourt is an affirmative action, equal opportunity employer and member of E-Verify.

*LI-CT1

J2W:CB Exp. 06/18/13]]>Mon, 29 Apr 2013 00:00:00 GMThttp://careers.hmhco.com/job/Orlando-Sr_-Customer-Service-Rep-Job-FL-32801/2571665/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Orlando-Sr_-Customer-Service-Rep-Job-FL-32801/2571665/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Curriculum Specialist
Published Division/Department: US Sales
Requisition #: 5484
State/Province/County: Massachusetts
City: Boston
Country: United States
Percentage of Travel: 70% - 80%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

This position is accountable for effective, in-depth sales and service to current and potential customers to foster sales, satisfaction and confidence in Houghton Mifflin Harcourt Publishers' products and to encourage their future use.

Primary Accountabilities:
- Sales Presentations: Present HMH products in an organized, accurate, motivating manner that elicits audience response and convinces individuals to support our programs; customizes the sales message with awareness of customer needs, campaign issues, and competitive knowledge; comprehensively covers all sales points, hitting on the competition and effectively closing the presentation with a call to action on the part of the customer; appropriately adjusts to response and needs of audience; handles questions and overcomes objections· Market, Curriculum & Product Knowledge: Reads the market, recognizing trends, customer needs and communicates effectively with the sales team; Demonstrates extensive knowledge about curriculum issues and utilizes said information to build a foundation for effective conversations with customers, workshops, in-services, and to meet customer needs; Demonstrates in depth product knowledge by positioning product in a way that reflects product strengths while aligning with market issues, curriculum trends, and customer needs; utilizes knowledge of competitors’ products to enhance product positioning; serves as a resource for customers and colleagues when market or product information is needed; stays abreast of new developments in technology· In-service Training and Workshops: Designs and delivers in-service training that builds comprehensive product knowledge and effectively prepares teachers to use our program; customizes in-service training based on customer needs; prepares and delivers effective interactive workshops that reflect new and creative ideas relating to current issues and trends and provides stimulating ideas for teachers to take back to their classrooms; responds to audience by adjusting workshops as conditions warrant.· Communication: Provides timely feedback on activities conducted in a territory to the appropriate sales rep and manager; communicates information uncovered regarding customer needs to the sales rep and manager in order to capitalize on sales opportunities and position product effectively; communicates with customer before each scheduled in-service to determine needs in order to customize for the district; uses voicemail and e-mail appropriately and effectively; submits required reports in a timely manner.

Sales Strategy: Collaborate with the sales representatives to contribute to strategic planning for regional and territory campaigns

About Houghton Mifflin Harcourt:

Boston-based Houghton Mifflin Harcourt Publishing Company is a global education company with approximately $2.5 billion in combined revenue. The Company publishes a comprehensive set of best-in-class pre-K–12 educational solutions, ranging from research-based textbook programs to instructional technology to standards-based assessments for students and educators. The Company also publishes an extensive line of reference works and award-winning literature for adults and young readers. With origins dating back to 1832, Houghton Mifflin Harcourt combines its tradition of excellence with a commitment to innovation. To learn more about Houghton Mifflin Harcourt, visit www.hmhco.com. Equal Opportunity Employer

Car part of benefits

Requirements This position requires a Bachelor’s Degree in Education or equivalent work experience, Background in math, science, reading or langauage arts. Must be able to use MS Office Suite, and WebEx tools.This position has irregular work hours, requiring overnight trips and extensive travel - driving and air. Must be able to lift and move up to 50 lbs on a regular basis.

Must have a valid driver's license and clear driving record.]]>Wed, 24 Apr 2013 03:00:00 GMThttp://careers.hmhco.com/job/Boston-Curriculum-Specialist-Job-MA-02108/2368804/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Boston-Curriculum-Specialist-Job-MA-02108/2368804/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Curriculum Specialist
Published Division/Department: US Sales
Requisition #: 5576
State/Province/County: Pennsylvania
City: Pittsburgh
Country: United States
Percentage of Travel: 70% - 80%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development
Purpose of the Role: Curriculum Specialists are responsible for the delivery of K-12 production implementation and service, as determined by manager. These Curriculum Specialists have an understanding of a variety of products specializing in some, but continuing to gain knowledge of a broader content and product line. The delivery of persuasive, customer-focused sales presentations and informative and effective implementations is crucial. This position is accountable for effective sales presentations and implementations to current and potential customers in order to foster sales satisfaction and confidence in HMH products and to encourage their future use. Individuals are distinguished by their ability to consistently deliver effective and persuasive sales presentations, willingness to learn and demonstrate knowledge in a variety of content and product lines, and their desire to continue to learn and to craft their presentation and communication skills.

Job Responsibilities:· Demonstrates understanding of assigned disciplines including core and supplemental products as well as technology associated with such products. · Works with Account Executives to understanding client needs and transfer this knowledge – pre, during, and post sale. · Delivers effective solution-based sales presentations tailored to the client’s needs. Presents HMH products in an organized, accurate, and motivating manner that elicits audience response and convinces individuals to support HMH programs; customizes the sales message with awareness of customer needs, campaign issues, and competitive knowledge; comprehensively covers all sales points, hitting on the competition and effectively closes the presentation with a call to action on the part of the customer; appropriately adjusts to response and needs of audience; handles questions and overcomes objections. · Works with National and Regional Content Specialists in the development of sales presentations and customizing, as necessary, to secure revenue.· Works to refine and to develop market, curriculum, and product knowledge by reading the market, recognizing trends, determining customer needs and communicating effectively with the sales team. · Demonstrates extensive knowledge about curriculum issues and utilizes said information to build a foundation for effective communication with customers.· Demonstrates a depth of product knowledge in order to positioning product in a way that reflects product strengths while aligning with market issues, curriculum trends, and customer needs.· Utilizes knowledge of competitors’ products to enhance product positioning; serves as a resource for customers and colleagues when market or product information is needed; stays abreast of new developments in technology.· Delivers in-service training that builds comprehensive product knowledge and effectively prepares teachers to use HMH programs; customizes in-service training based on customer needs; prepares and delivers effective interactive workshops that reflect new and creative ideas relating to current issues and trends and provides stimulating ideas for teachers to take back to their classrooms; responds to audience by adjusting workshops as conditions warrant.· Provides timely feedback on activities conducted in a territory to the appropriate Sales Executive and manager; communicates information uncovered regarding customer needs to the sales rep and manager in order to capitalize on sales opportunities and position product effectively; communicates with customer before each scheduled in-service to determine needs in order to customize for the district; uses voicemail and e-mail appropriately and effectively; submits required reports in a timely manner.· Additional responsibilities may include assignments such as:§ District evaluation rubrics§ Recordings of sales presentations (internal and external use)§ Presentation/implementation development (content expertise)

Requirements:
Requirements: This position requires a Bachelor’s Degree in Education or proficient experience with a focus on math, science, reading and/or langauage arts. Must be able to use MS Office Suite, and WebEx tools.This position has irregular work hours, requiring overnight trips and extensive travel - driving and air. Must be able to lift and move up to 50 lbs on a regular basis. Must have a valid driver's license and clear driving record.]]>Sat, 04 May 2013 02:59:00 GMThttp://careers.hmhco.com/job/Pittsburgh-Curriculum-Specialist-Job-PA-15122/2402094/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Pittsburgh-Curriculum-Specialist-Job-PA-15122/2402094/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Curriculum Specialist
Published Division/Department: US Sales
Requisition #: 5604
State/Province/County: Ohio
City: Columbus
Country: United States
Percentage of Travel: 70% - 80%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development
Curriculum Specialists are responsible for the delivery of K-12 production implementation and service, as determined by manager. These Curriculum Specialists have an understanding of a variety of products specializing in some, but continuing to gain knowledge of a broader content and product line. The delivery of persuasive, customer-focused sales presentations and informative and effective implementations is crucial. This position is accountable for effective sales presentations and implementations to current and potential customers in order to foster sales satisfaction and confidence in HMH products and to encourage their future use. Individuals are distinguished by their ability to consistently deliver effective and persuasive sales presentations, willingness to learn and demonstrate knowledge in a variety of content and product lines, and their desire to continue to learn and to craft their presentation and communication skills.

Job Responsibilities:· Demonstrates understanding of assigned disciplines including core and supplemental products as well as technology associated with such products. · Works with Account Executives to understanding client needs and transfer this knowledge – pre, during, and post sale. · Delivers effective solution-based sales presentations tailored to the client’s needs. Presents HMH products in an organized, accurate, and motivating manner that elicits audience response and convinces individuals to support HMH programs; customizes the sales message with awareness of customer needs, campaign issues, and competitive knowledge; comprehensively covers all sales points, hitting on the competition and effectively closes the presentation with a call to action on the part of the customer; appropriately adjusts to response and needs of audience; handles questions and overcomes objections. · Works with National and Regional Content Specialists in the development of sales presentations and customizing, as necessary, to secure revenue.· Works to refine and to develop market, curriculum, and product knowledge by reading the market, recognizing trends, determining customer needs and communicating effectively with the sales team. · Demonstrates extensive knowledge about curriculum issues and utilizes said information to build a foundation for effective communication with customers.· Demonstrates a depth of product knowledge in order to positioning product in a way that reflects product strengths while aligning with market issues, curriculum trends, and customer needs.· Utilizes knowledge of competitors’ products to enhance product positioning; serves as a resource for customers and colleagues when market or product information is needed; stays abreast of new developments in technology.· Delivers in-service training that builds comprehensive product knowledge and effectively prepares teachers to use HMH programs; customizes in-service training based on customer needs; prepares and delivers effective interactive workshops that reflect new and creative ideas relating to current issues and trends and provides stimulating ideas for teachers to take back to their classrooms; responds to audience by adjusting workshops as conditions warrant.· Provides timely feedback on activities conducted in a territory to the appropriate Sales Executive and manager; communicates information uncovered regarding customer needs to the sales rep and manager in order to capitalize on sales opportunities and position product effectively; communicates with customer before each scheduled in-service to determine needs in order to customize for the district; uses voicemail and e-mail appropriately and effectively; submits required reports in a timely manner.· Additional responsibilities may include assignments such as:§ District evaluation rubrics§ Recordings of sales presentations (internal and external use)§ Presentation/implementation development (content expertise)

Requirements This position requires a Bachelor’s Degree in Education or proficient experience with a focus on math, science, reading and/or langauage arts. Must be able to use MS Office Suite, and WebEx tools.This position has irregular work hours, requiring overnight trips and extensive travel - driving and air. Must be able to lift and move up to 50 lbs on a regular basis.

Must have a valid driver's license and clear driving record.]]>Sat, 04 May 2013 02:59:00 GMThttp://careers.hmhco.com/job/Columbus-Curriculum-Specialist-Job-OH-43085/2416390/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Columbus-Curriculum-Specialist-Job-OH-43085/2416390/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Curriculum Specialist
Published Division/Department: US Sales
Requisition #: 5622
State/Province/County: California
City: San Diego
Country: United States
Percentage of Travel: 70% - 80%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

Purpose of the Role: Curriculum Specialists are responsible for the delivery of K-12 production implementation and service, as determined by manager. These Curriculum Specialists have an understanding of a variety of products specializing in some, but continuing to gain knowledge of a broader content and product line. The delivery of persuasive, customer-focused sales presentations and informative and effective implementations is crucial. This position is accountable for effective sales presentations and implementations to current and potential customers in order to foster sales satisfaction and confidence in HMH products and to encourage their future use. Individuals are distinguished by their ability to consistently deliver effective and persuasive sales presentations, willingness to learn and demonstrate knowledge in a variety of content and product lines, and their desire to continue to learn and to craft their presentation and communication skills.

Job Responsibilities:· Demonstrates understanding of assigned disciplines including core and supplemental products as well as technology associated with such products. · Works with Account Executives to understanding client needs and transfer this knowledge – pre, during, and post sale. · Delivers effective solution-based sales presentations tailored to the client’s needs. Presents HMH products in an organized, accurate, and motivating manner that elicits audience response and convinces individuals to support HMH programs; customizes the sales message with awareness of customer needs, campaign issues, and competitive knowledge; comprehensively covers all sales points, hitting on the competition and effectively closes the presentation with a call to action on the part of the customer; appropriately adjusts to response and needs of audience; handles questions and overcomes objections. · Works with National and Regional Content Specialists in the development of sales presentations and customizing, as necessary, to secure revenue.· Works to refine and to develop market, curriculum, and product knowledge by reading the market, recognizing trends, determining customer needs and communicating effectively with the sales team. · Demonstrates extensive knowledge about curriculum issues and utilizes said information to build a foundation for effective communication with customers.· Demonstrates a depth of product knowledge in order to positioning product in a way that reflects product strengths while aligning with market issues, curriculum trends, and customer needs.· Utilizes knowledge of competitors’ products to enhance product positioning; serves as a resource for customers and colleagues when market or product information is needed; stays abreast of new developments in technology.· Delivers in-service training that builds comprehensive product knowledge and effectively prepares teachers to use HMH programs; customizes in-service training based on customer needs; prepares and delivers effective interactive workshops that reflect new and creative ideas relating to current issues and trends and provides stimulating ideas for teachers to take back to their classrooms; responds to audience by adjusting workshops as conditions warrant.· Provides timely feedback on activities conducted in a territory to the appropriate Sales Executive and manager; communicates information uncovered regarding customer needs to the sales rep and manager in order to capitalize on sales opportunities and position product effectively; communicates with customer before each scheduled in-service to determine needs in order to customize for the district; uses voicemail and e-mail appropriately and effectively; submits required reports in a timely manner.· Additional responsibilities may include assignments such as:§ District evaluation rubrics§ Recordings of sales presentations (internal and external use)§ Presentation/implementation development (content expertise)

Requirements
Requirements: This position requires a Bachelor’s Degree in Education or proficient experience with a focus on math, science, reading and/or langauage arts. Must be able to use MS Office Suite, and WebEx tools.This position has irregular work hours, requiring overnight trips and extensive travel - driving and air. Must be able to lift and move up to 50 lbs on a regular basis. Must have a valid driver's license and clear driving record.]]>Wed, 24 Apr 2013 03:00:00 GMThttp://careers.hmhco.com/job/San-Diego-Curriculum-Specialist-Job-CA-92101/2447324/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/San-Diego-Curriculum-Specialist-Job-CA-92101/2447324/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Curriculum Specialist
Published Division/Department: US Sales
Requisition #: 5769
State/Province/County: Texas
City: Dallas
Country: United States
Percentage of Travel: 70% - 80%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development
Purpose of the Role: Curriculum Specialists are responsible for the delivery of K-12 production implementation and service, as determined by manager. These Curriculum Specialists have an understanding of a variety of products specializing in some, but continuing to gain knowledge of a broader content and product line. The delivery of persuasive, customer-focused sales presentations and informative and effective implementations is crucial. This position is accountable for effective sales presentations and implementations to current and potential customers in order to foster sales satisfaction and confidence in HMH products and to encourage their future use. Individuals are distinguished by their ability to consistently deliver effective and persuasive sales presentations, willingness to learn and demonstrate knowledge in a variety of content and product lines, and their desire to continue to learn and to craft their presentation and communication skills.

Job Responsibilities:· Demonstrates understanding of assigned disciplines including core and supplemental products as well as technology associated with such products. · Works with Account Executives to understanding client needs and transfer this knowledge – pre, during, and post sale. · Delivers effective solution-based sales presentations tailored to the client’s needs. Presents HMH products in an organized, accurate, and motivating manner that elicits audience response and convinces individuals to support HMH programs; customizes the sales message with awareness of customer needs, campaign issues, and competitive knowledge; comprehensively covers all sales points, hitting on the competition and effectively closes the presentation with a call to action on the part of the customer; appropriately adjusts to response and needs of audience; handles questions and overcomes objections. · Works with National and Regional Content Specialists in the development of sales presentations and customizing, as necessary, to secure revenue.· Works to refine and to develop market, curriculum, and product knowledge by reading the market, recognizing trends, determining customer needs and communicating effectively with the sales team. · Demonstrates extensive knowledge about curriculum issues and utilizes said information to build a foundation for effective communication with customers.· Demonstrates a depth of product knowledge in order to positioning product in a way that reflects product strengths while aligning with market issues, curriculum trends, and customer needs.· Utilizes knowledge of competitors’ products to enhance product positioning; serves as a resource for customers and colleagues when market or product information is needed; stays abreast of new developments in technology.· Delivers in-service training that builds comprehensive product knowledge and effectively prepares teachers to use HMH programs; customizes in-service training based on customer needs; prepares and delivers effective interactive workshops that reflect new and creative ideas relating to current issues and trends and provides stimulating ideas for teachers to take back to their classrooms; responds to audience by adjusting workshops as conditions warrant.· Provides timely feedback on activities conducted in a territory to the appropriate Sales Executive and manager; communicates information uncovered regarding customer needs to the sales rep and manager in order to capitalize on sales opportunities and position product effectively; communicates with customer before each scheduled in-service to determine needs in order to customize for the district; uses voicemail and e-mail appropriately and effectively; submits required reports in a timely manner.· Additional responsibilities may include assignments such as:§ District evaluation rubrics§ Recordings of sales presentations (internal and external use)§ Presentation/implementation development (content expertise)

Requirements:
Requirements: This position requires a Bachelor’s Degree in Education or proficient experience with a focus on math, science, reading and/or langauage arts. Must be able to use MS Office Suite, and WebEx tools.This position has irregular work hours, requiring overnight trips and extensive travel - driving and air. Must be able to lift and move up to 50 lbs on a regular basis. Must have a valid driver's license and clear driving record.]]>Wed, 01 May 2013 03:00:00 GMThttp://careers.hmhco.com/job/Dallas-Curriculum-Specialist-Job-TX-75201/2525724/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Dallas-Curriculum-Specialist-Job-TX-75201/2525724/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Inside Sales Associate
Published Division/Department: US Sales
Requisition #: 5817
State/Province/County: Illinois
City: Geneva
Country: United States
Percentage of Travel: None
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

Job Title Inside Sales Associate

Reports To Inside Sales Manager

Department/Division Inside Sales and Sales Support

Purpose of the Role: Fulfill ongoing need for higher level sales support, particularly in the area of customer communication and sales strategy. Take direct inbound calls from customers and make outbound sales prospecting and sales development calls. Take a lead role as point person when a territory becomes vacant, coordinating resources with regional administrators, sales support, customer experience, inside sales and sales management to maintain seamless customer support and sales activity.

Job Responsibilities:

· Proactive collaboration with Field and Inside Sales Account Executives to support joint territory plan.

· Strategically plans sales calls with direction from Account Executives.

· Provide strategic customer coverage in vacant territories taking inbound phone calls and emails and responding to customer needs.

· Responds to customers requests and problems with appropriate timeliness and concern; Develops professional credibility and trust with the customer;

· Provides timely and complete information needed for consultants and inside resources to perform effectively in the territory; Uses voicemail and email appropriately; Updates Salesforce.com regularly.

· Knowledge of each curriculum area to converse comfortably with customers and understand their needs; effectively communicates the major features, advantages, and benefits of each product;

· Displays a thorough knowledge of state and local adoption timelines in order to be at the right place at the right time.

· Effectively manages sample budget.

Core Competencies: (Required Behaviors)

Expanding and Advancing Opportunities

Engaging with customers to explore their situations and needs; probing underlying issues that suggest broader solutions; maximizing the productiveness of interactions by monitoring and building on customers' cues; articulating and promoting a path forward.

· Follows customers' cues - Continually takes customers' pulse to understand where they are coming

· from and where they are emotionally; attends closely to customers' questions and comments to make sure all parties are attuned; quickly picks up on and responds to emotional cues; manages the conversation by adapting own interaction style and approach to others' emotional states.

· Advances the sale - Builds agreement on outcomes and actions to advance the sale; suggests

· meetings with others who can influence buying decisions; persists in requesting the desired outcome, where appropriate; closes the sale at a well-suited time.

Building Trusting Relationships

Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one's intentions.

· Establishes relationships - Connects easily with new people; puts others at ease and gains personal acceptance.

· Helps others have personal win - Recognizes and supports others' personal stake in business objectives; helps promote others' agendas that are consistent with the sales objectives; acts as a collaborative partner.

· Reinforces others' self-worth - Treats people with dignity, respect, and fairness; sincerely compliments others' contributions; redirects the discussion when others' esteem is threatened; shows empathy and understanding in response to stated concerns; avoids minimizing or ignoring others' feelings; offers assurances about issues of concern.

· Shows can be trusted

· Demonstrates openness in dealing with others; shares personal agenda; acts in a manner consistent with organizational, social, and moral values; ensures that words and actions are consistent; keeps commitments to agreed-upon actions.

Sustaining Customer Satisfaction

Supporting customers during the implementation of sales contracts and throughout the relationship; seeking and taking appropriate actions on customer feedback; resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty.

· Clarifies customer interests - Gains full understanding of customers' wants, desires, problems, concerns, satisfactions, and expectations by seeking or confirming information and opinions during the implementation of sales contracts and throughout the relationship.

· Resolves customer issues

· Responds quickly to resolve customer problems and concerns; keeps customers informed and provides feedback on actions taken; initiates appropriate actions based upon customer or team input.

· Manages customer expectations

· Avoids unreasonable commitments and works to meet or exceed customer expectations to mutual benefit.

Active Learning

Demonstrating zeal for new information, knowledge, and experiences; regularly seeking and capitalizing on learning opportunities; quickly assimilating and applying new information.

· Relishes learning - Shows inquisitiveness and eagerness to gain sales- or business-related knowledge; scans the environment for formal and informal experiences that can provide new skills, behaviors, and / or knowledge; proactively makes time for these key experiences.

· Assimilates information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements.

· Welcomes feedback - Seeks and readily accepts feedback on own performance; uses feedback

· constructively to improve knowledge, skills, and behaviors.

· Applies knowledge or skill - Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error.

Requirements:
· This position requires a Bachelor’s Degree (Master’s desirable)

· Some sales or customer service experience desired

· Proficient in MS Office and Sales Management Software

*LI-CT1

J2W:CB Exp. 05/31/13]]>Thu, 25 Apr 2013 00:00:00 GMThttp://careers.hmhco.com/job/Geneva-Inside-Sales-Associate-Job-IL-60134/2567234/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Geneva-Inside-Sales-Associate-Job-IL-60134/2567234/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Inside Sales Associate
Published Division/Department: US Sales
Requisition #: 5815
State/Province/County: Illinois
City: Geneva
Country: United States
Percentage of Travel: None
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

Job Title Inside Sales Associate

Reports To Inside Sales Manager

Department/Division Inside Sales and Sales Support

Purpose of the Role: Fulfill ongoing need for higher level sales support, particularly in the area of customer communication and sales strategy. Take direct inbound calls from customers and make outbound sales prospecting and sales development calls. Take a lead role as point person when a territory becomes vacant, coordinating resources with regional administrators, sales support, customer experience, inside sales and sales management to maintain seamless customer support and sales activity.

Job Responsibilities:

· Proactive collaboration with Field and Inside Sales Account Executives to support joint territory plan.

· Strategically plans sales calls with direction from Account Executives.

· Provide strategic customer coverage in vacant territories taking inbound phone calls and emails and responding to customer needs.

· Responds to customers requests and problems with appropriate timeliness and concern; Develops professional credibility and trust with the customer;

· Provides timely and complete information needed for consultants and inside resources to perform effectively in the territory; Uses voicemail and email appropriately; Updates Salesforce.com regularly.

· Knowledge of each curriculum area to converse comfortably with customers and understand their needs; effectively communicates the major features, advantages, and benefits of each product;

· Displays a thorough knowledge of state and local adoption timelines in order to be at the right place at the right time.

· Effectively manages sample budget.

Core Competencies: (Required Behaviors)

Expanding and Advancing Opportunities

Engaging with customers to explore their situations and needs; probing underlying issues that suggest broader solutions; maximizing the productiveness of interactions by monitoring and building on customers' cues; articulating and promoting a path forward.

· Follows customers' cues - Continually takes customers' pulse to understand where they are coming

· from and where they are emotionally; attends closely to customers' questions and comments to make sure all parties are attuned; quickly picks up on and responds to emotional cues; manages the conversation by adapting own interaction style and approach to others' emotional states.

· Advances the sale - Builds agreement on outcomes and actions to advance the sale; suggests

· meetings with others who can influence buying decisions; persists in requesting the desired outcome, where appropriate; closes the sale at a well-suited time.

Building Trusting Relationships

Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one's intentions.

· Establishes relationships - Connects easily with new people; puts others at ease and gains personal acceptance.

· Helps others have personal win - Recognizes and supports others' personal stake in business objectives; helps promote others' agendas that are consistent with the sales objectives; acts as a collaborative partner.

· Reinforces others' self-worth - Treats people with dignity, respect, and fairness; sincerely compliments others' contributions; redirects the discussion when others' esteem is threatened; shows empathy and understanding in response to stated concerns; avoids minimizing or ignoring others' feelings; offers assurances about issues of concern.

· Shows can be trusted

· Demonstrates openness in dealing with others; shares personal agenda; acts in a manner consistent with organizational, social, and moral values; ensures that words and actions are consistent; keeps commitments to agreed-upon actions.

Sustaining Customer Satisfaction

Supporting customers during the implementation of sales contracts and throughout the relationship; seeking and taking appropriate actions on customer feedback; resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty.

· Clarifies customer interests - Gains full understanding of customers' wants, desires, problems, concerns, satisfactions, and expectations by seeking or confirming information and opinions during the implementation of sales contracts and throughout the relationship.

· Resolves customer issues

· Responds quickly to resolve customer problems and concerns; keeps customers informed and provides feedback on actions taken; initiates appropriate actions based upon customer or team input.

· Manages customer expectations

· Avoids unreasonable commitments and works to meet or exceed customer expectations to mutual benefit.

Active Learning

Demonstrating zeal for new information, knowledge, and experiences; regularly seeking and capitalizing on learning opportunities; quickly assimilating and applying new information.

· Relishes learning - Shows inquisitiveness and eagerness to gain sales- or business-related knowledge; scans the environment for formal and informal experiences that can provide new skills, behaviors, and / or knowledge; proactively makes time for these key experiences.

· Assimilates information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements.

· Welcomes feedback - Seeks and readily accepts feedback on own performance; uses feedback

· constructively to improve knowledge, skills, and behaviors.

· Applies knowledge or skill - Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error.

Requirements:
· This position requires a Bachelor’s Degree (Master’s desirable)

· Some sales or customer service experience desired

· Proficient in MS Office and Sales Management Software]]>Wed, 01 May 2013 00:00:00 GMThttp://careers.hmhco.com/job/Geneva-Inside-Sales-Associate-Job-IL-60134/2576701/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Geneva-Inside-Sales-Associate-Job-IL-60134/2576701/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Inside Sales Associate
Published Division/Department: US Sales
Requisition #: 5816
State/Province/County: Illinois
City: Geneva
Country: United States
Percentage of Travel: None
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

Job Title Inside Sales Associate

Reports To Inside Sales Manager

Department/Division Inside Sales and Sales Support

Purpose of the Role: Fulfill ongoing need for higher level sales support, particularly in the area of customer communication and sales strategy. Take direct inbound calls from customers and make outbound sales prospecting and sales development calls. Take a lead role as point person when a territory becomes vacant, coordinating resources with regional administrators, sales support, customer experience, inside sales and sales management to maintain seamless customer support and sales activity.

Job Responsibilities:

· Proactive collaboration with Field and Inside Sales Account Executives to support joint territory plan.

· Strategically plans sales calls with direction from Account Executives.

· Provide strategic customer coverage in vacant territories taking inbound phone calls and emails and responding to customer needs.

· Responds to customers requests and problems with appropriate timeliness and concern; Develops professional credibility and trust with the customer;

· Provides timely and complete information needed for consultants and inside resources to perform effectively in the territory; Uses voicemail and email appropriately; Updates Salesforce.com regularly.

· Knowledge of each curriculum area to converse comfortably with customers and understand their needs; effectively communicates the major features, advantages, and benefits of each product;

· Displays a thorough knowledge of state and local adoption timelines in order to be at the right place at the right time.

· Effectively manages sample budget.

Core Competencies: (Required Behaviors)

Expanding and Advancing Opportunities

Engaging with customers to explore their situations and needs; probing underlying issues that suggest broader solutions; maximizing the productiveness of interactions by monitoring and building on customers' cues; articulating and promoting a path forward.

· Follows customers' cues - Continually takes customers' pulse to understand where they are coming

· from and where they are emotionally; attends closely to customers' questions and comments to make sure all parties are attuned; quickly picks up on and responds to emotional cues; manages the conversation by adapting own interaction style and approach to others' emotional states.

· Advances the sale - Builds agreement on outcomes and actions to advance the sale; suggests

· meetings with others who can influence buying decisions; persists in requesting the desired outcome, where appropriate; closes the sale at a well-suited time.

Building Trusting Relationships

Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one's intentions.

· Establishes relationships - Connects easily with new people; puts others at ease and gains personal acceptance.

· Helps others have personal win - Recognizes and supports others' personal stake in business objectives; helps promote others' agendas that are consistent with the sales objectives; acts as a collaborative partner.

· Reinforces others' self-worth - Treats people with dignity, respect, and fairness; sincerely compliments others' contributions; redirects the discussion when others' esteem is threatened; shows empathy and understanding in response to stated concerns; avoids minimizing or ignoring others' feelings; offers assurances about issues of concern.

· Shows can be trusted

· Demonstrates openness in dealing with others; shares personal agenda; acts in a manner consistent with organizational, social, and moral values; ensures that words and actions are consistent; keeps commitments to agreed-upon actions.

Sustaining Customer Satisfaction

Supporting customers during the implementation of sales contracts and throughout the relationship; seeking and taking appropriate actions on customer feedback; resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty.

· Clarifies customer interests - Gains full understanding of customers' wants, desires, problems, concerns, satisfactions, and expectations by seeking or confirming information and opinions during the implementation of sales contracts and throughout the relationship.

· Resolves customer issues

· Responds quickly to resolve customer problems and concerns; keeps customers informed and provides feedback on actions taken; initiates appropriate actions based upon customer or team input.

· Manages customer expectations

· Avoids unreasonable commitments and works to meet or exceed customer expectations to mutual benefit.

Active Learning

Demonstrating zeal for new information, knowledge, and experiences; regularly seeking and capitalizing on learning opportunities; quickly assimilating and applying new information.

· Relishes learning - Shows inquisitiveness and eagerness to gain sales- or business-related knowledge; scans the environment for formal and informal experiences that can provide new skills, behaviors, and / or knowledge; proactively makes time for these key experiences.

· Assimilates information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements.

· Welcomes feedback - Seeks and readily accepts feedback on own performance; uses feedback

· constructively to improve knowledge, skills, and behaviors.

· Applies knowledge or skill - Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error.

Requirements:
· This position requires a Bachelor’s Degree (Master’s desirable)

· Some sales or customer service experience desired

· Proficient in MS Office and Sales Management Software]]>Wed, 01 May 2013 00:00:00 GMThttp://careers.hmhco.com/job/Geneva-Inside-Sales-Associate-Job-IL-60134/2576703/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Geneva-Inside-Sales-Associate-Job-IL-60134/2576703/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Senior Tier II Specialist
Published Division/Department: Global Supply Chain
Requisition #: 5747
State/Province/County: Florida
City: Orlando
Country: United States
Percentage of Travel: 0 - 10%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Information Technology

The Tier II Senior will report directly to the Tier II Supervisor. In accordance with the published CTS policy, they will work with the Tier II Specialist and Tier II Lead groups to ensure that all incoming customer issues are reviewed and resolved or passed to the appropriate group within a twenty-four hour time frame. The Tier II Specialist role will serve as an escalation point of contact for high priority and escalated customer issues. The Tier II Senior will resolve intermediate to difficult problems while referring more complex problems to a more senior level. They will maintain positive and courteous interactions with customers and coworkers at all times

Provide outstanding technical support by reviewing, analyzing and responding to customer issues from incoming calls and emails directly from Houghton Mifflin Harcourt priority customers, field representatives and from the Tier I and Tier II Specialist support groups.

Review assigned tickets in progress and completed assignments for efficiency, accuracy and adherence to company established standards.

Communicate and provide reporting as needed with the Escalation Manager on the progress and/or status of assigned tickets.

Act as an intermediary between other company agents and customers regarding the status of their open tickets.

Continue to develop in-depth knowledge of technical industry and HMH products and services.

Works with customers to perform extensive troubleshooting using company provided tools.

Other projects and duties as assigned.

• Extensive experience with network, server and software methodologies and how they relate.

• Clear understanding of database queries and scripts.

• Exhibit extensive knowledge of Windows, Macintosh and Linux networks and advanced technical applications of each.

• Excellent organizational, problem solving and planning skills.

• Proven expertise with advanced technical concepts.

Strong written and verbal communication skills and multi-tasking abilities.

Demonstrates good time management abilities. Manages customer experience and interaction and is responsible for reporting on assigned tickets.

Requirements:
Strong written and verbal communication skills and multi-tasking abilities.

• High school degree or equivalent.

• Minimum 2 years of experience in the technical support field; 4 years would be preferred.

• Minimum 4 years previous customer service or phone support experience.

• Minimum 2 years experience administering application servers.

• AS or BS degree in the technical field or a related area preferred

• Experience working with customers in the educational field preferred]]>Sat, 11 May 2013 02:59:00 GMThttp://careers.hmhco.com/job/Orlando-Senior-Tier-II-Specialist-Job-FL-32801/2544912/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Orlando-Senior-Tier-II-Specialist-Job-FL-32801/2544912/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Senior Tier II Specialist
Published Division/Department: Global Supply Chain
Requisition #: 5746
State/Province/County: Florida
City: Orlando
Country: United States
Percentage of Travel: 0 - 10%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Information Technology

The Tier II Senior will report directly to the Tier II Supervisor. In accordance with the published CTS policy, they will work with the Tier II Specialist and Tier II Lead groups to ensure that all incoming customer issues are reviewed and resolved or passed to the appropriate group within a twenty-four hour time frame. The Tier II Specialist role will serve as an escalation point of contact for high priority and escalated customer issues. The Tier II Senior will resolve intermediate to difficult problems while referring more complex problems to a more senior level. They will maintain positive and courteous interactions with customers and coworkers at all times

Provide outstanding technical support by reviewing, analyzing and responding to customer issues from incoming calls and emails directly from Houghton Mifflin Harcourt priority customers, field representatives and from the Tier I and Tier II Specialist support groups.

Review assigned tickets in progress and completed assignments for efficiency, accuracy and adherence to company established standards.

Communicate and provide reporting as needed with the Escalation Manager on the progress and/or status of assigned tickets.

Act as an intermediary between other company agents and customers regarding the status of their open tickets.

Continue to develop in-depth knowledge of technical industry and HMH products and services.

Works with customers to perform extensive troubleshooting using company provided tools.

Other projects and duties as assigned.

• Extensive experience with network, server and software methodologies and how they relate.

• Clear understanding of database queries and scripts.

• Exhibit extensive knowledge of Windows, Macintosh and Linux networks and advanced technical applications of each.

• Excellent organizational, problem solving and planning skills.

• Proven expertise with advanced technical concepts.

Strong written and verbal communication skills and multi-tasking abilities.

Demonstrates good time management abilities. Manages customer experience and interaction and is responsible for reporting on assigned tickets.

Requirements:
Extensive experience with network, server and software methodologies and how they relate

Clear understanding of database queries and scripts.

Exhibit extensive knowledge of Windows, Macintosh and Linux networks and advanced technical applications of each.

Excellent organizational, problem solving and planning skills

Proven expertise with advanced technical concepts.

Strong written and verbal communication skills and multi-tasking abilities.

High school degree or equivalent.

Minimum 4 years of experience in the technical support field

Minimum 4 years previous customer service or phone support experience.

Minimum 2 years experience administering application servers.

AS or BS degree in the technical field or a related area preferred

Experience working with customers in the educational field preferred]]>Sat, 11 May 2013 02:59:00 GMThttp://careers.hmhco.com/job/Orlando-Senior-Tier-II-Specialist-Job-FL-32801/2544913/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Orlando-Senior-Tier-II-Specialist-Job-FL-32801/2544913/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Workforce Management Analyst
Published Division/Department: Global Supply Chain
Requisition #: 5756
State/Province/County: Florida
City: Orlando
Country: United States
Percentage of Travel: None
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Customer Service / Client Care

Manage the intraday operation of the Customer Experience Contact Centers coordinating all activities across all sites to meet service level objectives throughout hours of operation. Generate, review and analyze department reports. Accountable for reaching optimal occupancy and availability targets in a multi-contact environment.

Duties
· Monitor real time adherence against established service level objectives and make adjustments to schedules as needed· Maintain current status of routing and workload allocations across multi-sites· Update current day forecast as needed based on analysis of real time workload· Participates in the development of new metric reporting· Provide agent and department real time adherence reports· Generate ad hoc reports as needed using Access, Excel, Crystal Reports or similar database/reporting software· Assists management in gathering, interpreting and comparing data to the company’s operations· Confirm all schedules meet company and legal requirements for breaks and lunch periods.· Develops and modifies staffing, planning, forecasting and reporting processes as needed· Assist operations in maintaining service level goals to ensure owner satisfaction.· Participate in system User Acceptance Testing as required· Suggest efficiency recommendations as and when required to improve staffing and scheduling· Special projects as assigned by management.

Requirements · Bachelor’s degree in business or a related field required· 3+ years of contact center related experience, and 2+ years of scheduling experience preferred· Experience working with Workforce Management software and understanding of call center staffing principles · Experience with data analytics
* Proficient in Excel and Access.
· Possess excellent written and verbal communication skills· Superior interpersonal skills· Demonstrated ability to effectively interact with all levels of management and peers· Ability to multi-task and prioritize in a fast paced environment· Ability to work with limited direction· Self-motivated· Detail oriented with ability to handle assignments promptly and effectively· Flexible and available to work overtime to assist with department workload· Has a creative approach to problem solving

Preferred
· Working knowledge of SQL database· SAP/R3 and BW experience

J2W:CB Exp. 06/10/13]]>Sat, 11 May 2013 02:59:00 GMThttp://careers.hmhco.com/job/Orlando-Workforce-Management-Analyst-Job-FL-32801/2544914/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Orlando-Workforce-Management-Analyst-Job-FL-32801/2544914/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: VP Research
Published Division/Department: Riverside Publishing
Requisition #: 5809
State/Province/County: Illinois
City: Rolling Meadows
Country: United States
Percentage of Travel: 10% - 20%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Research

This individual will be responsible for leading and overseeing the Research and Measurement Services Department. This position oversees all Educational, Clinical and State testing and applied psychometric research to support Riverside’s publishing and test development needs.

Provide leadership for the Research and Measurement Services department. Supervise over 15 measurement staff. Provide guidance and oversight for the development and design of major projects for particular programs, instruments, and materials published by Riverside. Provide mentoring and guidance for research, development, and customer support staff as needed.

Guide the development and maintenance of Riverside’s expertise in particular research, measurement, and statistical areas. Help ensure that Riverside is a leader in measurement research, methods and theory.

Effectively communicate and actively support Marketing and Sales activities by participating in responses to proposals, conferences and professional meetings. Oversee the preparation of written product descriptions and materials to ensure psychometric accuracy and overall quality. Communicate realistic expectations for products and timelines.

Work effectively with other RPC departments, state department and clients, either external or internal, to provide the research and psychometric support of Riverside products and services.

Responsible for providing research services to our clients in support of Riverside’s products as well as Research/Consulting services to clients.

Establish a presence in the various professional communities such as research, measurement, psychometrics, counseling, guidance, or statistics. Whenever possible, hold leadership positions in professional organizations, present new research findings, and/or publish findings and methods in professional journals.

Requirements:
Thorough knowledge of educational and clinical assessment including: norm referenced testing, criterion referenced testing, psychometric theory, and applied psychometrics including scaling, equating, and psychometric problem solving.

Strong project management/supervisory and decision-making skills. The ability to set direction, make commitments and then manage consistently. Excellent organizational and communication skills. Ability to manage multiple tasks/projects simultaneously, anticipate and solve problems and develop solutions for customers. Strong Internet and Computer skills.

Must possess a Doctorate in Educational Measurement or closely related field. 10 or more years experience in educational testing, assessment, psychometrics, and/or measurement.

5 years of management experience preferred.

*LI-CT1]]>Sat, 11 May 2013 02:59:00 GMThttp://careers.hmhco.com/job/Rolling-Meadows-VP-Research-Job-IL-60008/2544911/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Rolling-Meadows-VP-Research-Job-IL-60008/2544911/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS