http://careers.hmhco.com/feeds/vice-president-jobs/ Custom RSS Feed for vice-president-jobs Sat, 18 May 2013 09:58:47 GMT en-us http://careers.hmhco.com/feeds/vice-president-jobs/ 720 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 07:59:00 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: Sales Associate - Sales Support
Published Division/Department: Sales Operations
Requisition #: 5905
State/Province/County: Illinois
City: Rolling Meadows
Country: United States
Percentage of Travel: None
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

Job Title Sales Support Representative (SSR) Tier I Support

Reports To Supervisor, Sales Support

Department/Division K12, Adult Ed, & Adjacent Markets

Purpose of the Role:

Provide professional, courteous, timely, and efficient support to sales representatives, per diems, consultants, district managers, regional vice presidents and vice presidents, and customers at all times. Answer inbound calls. Maintain product and system knowledge.

Job Responsibilities:

-Assist with or create cost proposals within 24-48 hour time frame.

-Process, monitor, and track Samples, Pilots, & Gratis orders and communicate status updates/progress to sales reps.

-Handle inbound calls from reps; assist customers with general product inquiries as directed by AEs; monitor rep calls when rep is not available.

-Escalate appropriate issues to Tier II representatives or supervisors when necessary.

-Maintain Product & System Knowledge of SFDC, SAP, Sales Central, and Customer Care.

-Have extensive knowledge of K12 and familiarity with Adult Ed and Adjacent Markets product; attend product training to enhance job performance.

-Communicate with the sales representatives and regional vice presidents to problem solve, troubleshoot, facilitate, and coordinate sales related activities.

-Perform other assignments in accordance with company policy and legal requirements as assigned by supervisor or lead.

Requirements:
Core Competencies: (Required Behaviors and Key Principles)

Adaptability

Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Approaches change or newness positively – Treats change and new situations as opportunities for learning or growth; identifies the benefits of change; speaks positively about the change to others.

Adjusts behavior – Quickly modifies behavior to deal effectively with changes in the work environment; tries new approaches appropriate for new or changed situations; does not persist with ineffective behaviors.

Building Customer Loyalty

Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Establishes good interpersonal relationships – Helps people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports).

Clarifies the current situation

Asks questions to determine needs; listens carefully; provides appropriate information; summarizes to check understanding.

Confirms satisfaction

Asks questions to check for satisfaction; commits to follow-through, if appropriate; thanks customer.

Takes the "HEAT"

Handles upset customers by hearing the customer out, empathizing, apologizing, and taking personal responsibility for resolving customer problems / issues.

Communication

Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Adjusts to the audience

Frames message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience.

Ensures understanding

Seeks input from audience; checks understanding; presents message in different ways to enhance understanding.

Comprehends communication from others

Attends to messages from others; correctly interprets messages and responds appropriately.

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.

Identifies opportunities - Reviews processes to determine any gaps between current outputs and expected requirements.

Determines causes - Identifies conditions that contribute to gaps or key variances; explores relationships between conditions and outcomes; distinguishes causes from symptoms and identifies primary causes.

Implements improvements - Tests solutions; gathers feedback on effectiveness; reviews impact on baseline measures; modifies solutions as appropriate to ensure effectiveness.

Contributing to Team Success

Actively participates as a member of a team to move the team toward the completion of goals.

Facilitates goal accomplishment - Makes procedural or process suggestions for achieving team goals or performing team functions; provides necessary resources or helps to remove obstacles to help the team accomplish its goals.

Involves others – Listens to and fully involves others in team decisions and actions; values and uses individual differences and talents.

Models commitment - Adheres to the team's expectations and guidelines; fulfills team responsibilities; demonstrates personal commitment to the team.

Managing Work (includes Time Management)

Effectively manages one's time and resources to ensure that work is completed efficiently.

Prioritizes - Identifies more critical and less critical activities and tasks; adjusts priorities when appropriate. Schedules - Effectively allocates own time to complete work; coordinates own and others' schedules to avoid conflicts. Leverages resources - Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently.

Quality Orientation

Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

Follows procedures - Accurately and carefully follows established procedures for completing work tasks; Ensures high-quality output; vigilantly watches over job processes, tasks, and work products to ensure freedom from errors, omissions, or defects; initiates action to correct quality problems or notifies others of quality issues as appropriate.

Technical / Professional Knowledge and Skills

Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.

Understands technical terminology and developments - Knows how and when to apply a technical skill or procedure; Performs complex tasks in area of expertise.

Requirements: Educational requirements, years of experience and any physical requirements.

3-5 years general office experience required.

High School or GED required; AA/BS/BA degree preferred.

Proficient in MS Office (Word and Excel)

Excellent oral and written communication and customer service skills required.

Sales Force.com and SAP experience highly preferred.

Must thrive in a fast-paced, results-oriented, collaborative environment.]]>Tue, 14 May 2013 05:00:00 GMThttp://careers.hmhco.com/job/Rolling-Meadows-Sales-Associate-Sales-Support-Job-IL-60008/2597445/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Rolling-Meadows-Sales-Associate-Sales-Support-Job-IL-60008/2597445/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Sales Associate - Sales Support
Published Division/Department: Sales Operations
Requisition #: 5904
State/Province/County: Texas
City: Austin
Country: United States
Percentage of Travel: None
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

Job Title Sales Support Representative (SSR) Tier I Support

Reports To Supervisor, Sales Support

Department/Division K12, Adult Ed, & Adjacent Markets

Purpose of the Role:

Provide professional, courteous, timely, and efficient support to sales representatives, per diems, consultants, district managers, regional vice presidents and vice presidents, and customers at all times. Answer inbound calls. Maintain product and system knowledge.

Job Responsibilities:

-Assist with or create cost proposals within 24-48 hour time frame.

-Process, monitor, and track Samples, Pilots, & Gratis orders and communicate status updates/progress to sales reps.

-Handle inbound calls from reps; assist customers with general product inquiries as directed by AEs; monitor rep calls when rep is not available.

-Escalate appropriate issues to Tier II representatives or supervisors when necessary.

-Maintain Product & System Knowledge of SFDC, SAP, Sales Central, and Customer Care.

-Have extensive knowledge of K12 and familiarity with Adult Ed and Adjacent Markets product; attend product training to enhance job performance.

-Communicate with the sales representatives and regional vice presidents to problem solve, troubleshoot, facilitate, and coordinate sales related activities.

-Perform other assignments in accordance with company policy and legal requirements as assigned by supervisor or lead.

Requirements:
Core Competencies: (Required Behaviors and Key Principles)

Adaptability

Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Approaches change or newness positively – Treats change and new situations as opportunities for learning or growth; identifies the benefits of change; speaks positively about the change to others.

Adjusts behavior – Quickly modifies behavior to deal effectively with changes in the work environment; tries new approaches appropriate for new or changed situations; does not persist with ineffective behaviors.

Building Customer Loyalty

Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Establishes good interpersonal relationships – Helps people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports).

Clarifies the current situation

Asks questions to determine needs; listens carefully; provides appropriate information; summarizes to check understanding.

Confirms satisfaction

Asks questions to check for satisfaction; commits to follow-through, if appropriate; thanks customer.

Takes the "HEAT"

Handles upset customers by hearing the customer out, empathizing, apologizing, and taking personal responsibility for resolving customer problems / issues.

Communication

Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Adjusts to the audience

Frames message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience.

Ensures understanding

Seeks input from audience; checks understanding; presents message in different ways to enhance understanding.

Comprehends communication from others

Attends to messages from others; correctly interprets messages and responds appropriately.

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.

Identifies opportunities - Reviews processes to determine any gaps between current outputs and expected requirements.

Determines causes - Identifies conditions that contribute to gaps or key variances; explores relationships between conditions and outcomes; distinguishes causes from symptoms and identifies primary causes.

Implements improvements - Tests solutions; gathers feedback on effectiveness; reviews impact on baseline measures; modifies solutions as appropriate to ensure effectiveness.

Contributing to Team Success

Actively participates as a member of a team to move the team toward the completion of goals.

Facilitates goal accomplishment - Makes procedural or process suggestions for achieving team goals or performing team functions; provides necessary resources or helps to remove obstacles to help the team accomplish its goals.

Involves others – Listens to and fully involves others in team decisions and actions; values and uses individual differences and talents.

Models commitment - Adheres to the team's expectations and guidelines; fulfills team responsibilities; demonstrates personal commitment to the team.

Managing Work (includes Time Management)

Effectively manages one's time and resources to ensure that work is completed efficiently.

Prioritizes - Identifies more critical and less critical activities and tasks; adjusts priorities when appropriate. Schedules - Effectively allocates own time to complete work; coordinates own and others' schedules to avoid conflicts. Leverages resources - Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently.

Quality Orientation

Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

Follows procedures - Accurately and carefully follows established procedures for completing work tasks; Ensures high-quality output; vigilantly watches over job processes, tasks, and work products to ensure freedom from errors, omissions, or defects; initiates action to correct quality problems or notifies others of quality issues as appropriate.

Technical / Professional Knowledge and Skills

Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.

Understands technical terminology and developments - Knows how and when to apply a technical skill or procedure; Performs complex tasks in area of expertise.

Requirements: Educational requirements, years of experience and any physical requirements.

3-5 years general office experience required.

High School or GED required; AA/BS/BA degree preferred.

Proficient in MS Office (Word and Excel)

Excellent oral and written communication and customer service skills required.

Sales Force.com and SAP experience highly preferred.

Must thrive in a fast-paced, results-oriented, collaborative environment.]]>Wed, 15 May 2013 05:00:00 GMThttp://careers.hmhco.com/job/Austin-Sales-Associate-Sales-Support-Job-TX-73301/2600126/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Austin-Sales-Associate-Sales-Support-Job-TX-73301/2600126/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Internal Communications Director
Published Division/Department: Corporate Communications
Requisition #: 5875
State/Province/County: Massachusetts
City: Boston
Country: United States
Percentage of Travel: 0 - 10%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Communications

Overview:

The Internal Communications Director, reporting to the Vice President of Corporate Communications, will be responsible for the development and implementation of employee communications strategies across HMH, as well as measuring their effectiveness. It is essential that employees understand the company’s mission, values, vision for the future and employee value proposition. Through effective written and oral communications and promotional activities as well as the management of several employee communications channels, this individual will advance engagement, build community and drive cultural and business imperatives in a way that creates excitement among employees. Key to success will be building and nurturing effective working relationships with business and functional leaders, especially in Human Resources and with our Corporate/External communications team.

Specific Responsibilities:
- Develop the overall strategic platform for internal communications, including, but not limited to HR initiatives, Employee Benefits, and other organizational changes in support of business strategy/drivers.
- Create and execute integrated internal communications and change management plans for the organization and its leadership. Play a lead role in setting and achieving objectives for internal communications.
- Translate the business strategy into a key message platform, manage the branding and dissemination of the messages, and assess and adjust the results, as necessary.
- Guide and enforce the consistent use of branding and tone to ensure all communication is of a consistent voice.
- Direct the development of an effective internal communications infrastructure, including the establishment of communication process and methodologies.
- Identify and specify appropriate communication tools and establish expectations for their use.
- Lead communication process improvement, identifying gaps and barriers to information flow with the use of research and assessment tools.
- Support corporate functions providing regular and ongoing counsel to management on internal communications strategies. Identify creative opportunities for management to communicate with internal audience.
- Provide internal communication expertise, counsel and support for mergers and acquisitions, divestitures, policy changes, change management and crisis communication.
- Ensure consistent messaging and integration of all employee communications vehicles, leveraging the full array of communication solutions (face-to-face, electronic, print, broadcast, podcasts, etc.) and establishing an effective cadence.
- Manage the recently launched HMH Corporate Intranet – built on the SharePoint 2010 platform – including the continued build-out and phased rollout of the site. This will include working with departments across the Company to ensure content population, and overseeing site content so it stays fresh and relevant.
- Create and implement ongoing strategic metrics, both qualitative and quantitative to measure success.

Requirements:
The successful candidate will be skilled at:
- Building his/her own internal credibility and becoming a sought-after resource for communications advice and counsel.
- Being a change agent in a highly ambiguous, ever-changing environment.
- Seeing opportunities and offering solutions. Has a fearless approach to taking on something new, gaining internal alignment and support for it and then driving it over the finish line.
- Working well as part of a team yet also able to operate independently.
- Operating as a business partner, not simply taking direction, but driving strategic communications programs, providing valuable counsel, advice and appropriate pushback.
- Process-orientation – bringing best practices and processes to the corporate communications department.

Additionally, the successful candidate will have/be:
- A keen understanding of all types of vehicles that will effectively tell our story to internal audiences.
- Ability to present often complex information in a clear and compelling manner.
- Strategic communications planner and a significant hands-on contributor, with superior writing and communications skills.
- Ability to manage a number of programs/projects simultaneously.
- Energetic self-starter; willing to take initiative with confidence.
- Must be creative, persuasive and diplomatic in presenting ideas and manage their implementation.
- A proven team player, who thrives in a collaborative setting and possesses confident management style and leadership ability; evidence of discretion and tact in dealing with people and issues.
- Strong organizational and project management skills with a focus on planning, setting priorities relative to importance and urgency, managing process, and delivering results under tight time constraints.
- Proficiency in MSFT Office including PPT is required, skilled in Photoshop and design software, as well as SharePoint 2010 strongly preferred.]]>Mon, 13 May 2013 05:00:00 GMThttp://careers.hmhco.com/job/Boston-Internal-Communications-Director-Job-MA-02108/2595072/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Boston-Internal-Communications-Director-Job-MA-02108/2595072/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Sr Sales Associate
Published Division/Department: US Sales
Requisition #: 5909
State/Province/County: Texas
City: Austin
Country: United States
Percentage of Travel: 0 - 10%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

Job Title Sr. Sales Support Representative (Sr. SSR) Tier II Support

Reports To Supervisor, Sales Support

Department/Division K12, Adult Ed, & Adjacent Markets

Purpose of the Role:

Provide tier 2 support to the territory which includes gratis research and entry, digital product support, bookrooms, process improvements, complex pilots, and cost proposals, and submissions for bids and contracts. Maintain a high level of product and system knowledge. Assist with the training and implementation of other initiatives to sales support reps.

Provide professional, courteous, timely, and efficient support to sales representatives, per diems, consultants, district managers, vice presidents, and customers at all times. Answer inbound calls.

Build and maintain positive working relationships and trust with Tier I SSR through communication and actions. Be a leader and driver of change and continuously impact customers and sales support with understanding the department goals.

Job Responsibilities:

-Enter gratis orders if they require research or templates do not exist.

-Enter complex Cost Proposals.

-Support digital products through the creation of CPs and TRFs, work directly with customer to obtain information needed on TRF.

-Handle bookrooms requests for territory.

-Suggest and communicate process improvements.

-Enter pilots when complexity or scope requires second level approval

-Oversee State submission duties to assure the schedule is maintained.

-Assist with or create cost proposals within 24-48 hour time frame.

-Process, monitor, and track Samples, Pilots, & Gratis orders and communicate status updates/progress to SSR.

-Maintain Product & System competency of SFDC, SAP, Sales Central, and Customer Care; have extensive knowledge of K12.

-Attend ongoing product and system training and provide training for team members to enhance job performance.

-Communicate with the sales representatives and regional vice presidents to problem solve, troubleshoot, facilitate, and coordinate sales related activities.

-Responsible for thorough knowledge of all department operations. Independent management of priorities as well as ongoing positive communication within the department and other supporting departments and divisions.

-Perform other assignments in accordance with company policy and legal requirements as assigned by supervisor or lead (reports, special projects, provide quarterly feedback to supervisor/back-up supervisor).

-Collaborate with Tier I Sales Support Representatives to identify and escalate issues to Tier II level. When necessary escalate to Sales Support Supervisor or Manager.

Requirements:
Core Competencies: (Required Behaviors and Key Principles)

Adaptability

Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Approaches change or newness positively – Treats change and new situations as opportunities for learning or growth; identifies the benefits of change; speaks positively about the change to others.

Adjusts behavior – Quickly modifies behavior to deal effectively with changes in the work environment; tries new approaches appropriate for new or changed situations; does not persist with ineffective behaviors.

Building Customer Loyalty

Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Establishes good interpersonal relationships – Helps people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports).

Clarifies the current situation

Asks questions to determine needs; listens carefully; provides appropriate information; summarizes to check understanding.

Confirms satisfaction

Asks questions to check for satisfaction; commits to follow-through, if appropriate; thanks customer.

Takes the "HEAT"

Handles upset customers by hearing the customer out, empathizing, apologizing, and taking personal responsibility for resolving customer problems / issues.

Communication

Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Adjusts to the audience

Frames message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience.

Ensures understanding

Seeks input from audience; checks understanding; presents message in different ways to enhance understanding.

Comprehends communication from others

Attends to messages from others; correctly interprets messages and responds appropriately.

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.

Identifies opportunities - Reviews processes to determine any gaps between current outputs and expected requirements.

Determines causes - Identifies conditions that contribute to gaps or key variances; explores relationships between conditions and outcomes; distinguishes causes from symptoms and identifies primary causes.

Implements improvements - Tests solutions; gathers feedback on effectiveness; reviews impact on baseline measures; modifies solutions as appropriate to ensure effectiveness.

Contributing to Team Success

Actively participates as a member of a team to move the team toward the completion of goals.

Facilitates goal accomplishment - Makes procedural or process suggestions for achieving team goals or performing team functions; provides necessary resources or helps to remove obstacles to help the team accomplish its goals.

Involves others – Listens to and fully involves others in team decisions and actions; values and uses individual differences and talents.

Models commitment - Adheres to the team's expectations and guidelines; fulfills team responsibilities; demonstrates personal commitment to the team.

Managing Work (includes Time Management)

Effectively manages one's time and resources to ensure that work is completed efficiently.

Prioritizes - Identifies more critical and less critical activities and tasks; adjusts priorities when appropriate.

Schedules - Effectively allocates own time to complete work; coordinates own and others' schedules to avoid conflicts.

Leverages resources - Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently.

Quality Orientation

Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

Follows procedures - Accurately and carefully follows established procedures for completing work tasks; Ensures high-quality output; vigilantly watches over job processes, tasks, and work products to ensure freedom from errors, omissions, or defects; initiates action to correct quality problems or notifies others of quality issues as appropriate.

Technical / Professional Knowledge and Skills

Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.

Understands technical terminology and developments - Knows how and when to apply a technical skill or procedure; Performs complex tasks in area of expertise.

Requirements: Educational requirements, years of experience and any physical requirements.

-3-5 years of experience in a sales support role or a related field.

-3-5 years or more HMH Sales Support experience preferred.

-High School Diploma required; AA/BS/BA degree preferred.

-Proficient in MS Office (Word and Excel)

-Excellent oral and written communication and customer service skills required.

-Sales Force.com and SAP experience highly preferred.

-Must thrive in a fast-paced, results-oriented, collaborative environment.]]>Tue, 14 May 2013 05:00:00 GMThttp://careers.hmhco.com/job/Austin-Sr-Sales-Associate-Job-TX-73301/2597446/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Austin-Sr-Sales-Associate-Job-TX-73301/2597446/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Sr Sales Associate
Published Division/Department: US Sales
Requisition #: 5907
State/Province/County: Illinois
City: Rolling Meadows
Country: United States
Percentage of Travel: 0 - 10%
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

Job Title Sr. Sales Support Representative (Sr. SSR) Tier II Support

Reports To Supervisor, Sales Support

Department/Division K12, Adult Ed, & Adjacent Markets

Purpose of the Role:

Provide tier 2 support to the territory which includes gratis research and entry, digital product support, bookrooms, process improvements, complex pilots, and cost proposals, and submissions for bids and contracts. Maintain a high level of product and system knowledge. Assist with the training and implementation of other initiatives to sales support reps.

Provide professional, courteous, timely, and efficient support to sales representatives, per diems, consultants, district managers, vice presidents, and customers at all times. Answer inbound calls.

Build and maintain positive working relationships and trust with Tier I SSR through communication and actions. Be a leader and driver of change and continuously impact customers and sales support with understanding the department goals.

Job Responsibilities:

-Enter gratis orders if they require research or templates do not exist.

-Enter complex Cost Proposals.

-Support digital products through the creation of CPs and TRFs, work directly with customer to obtain information needed on TRF.

-Handle bookrooms requests for territory.

-Suggest and communicate process improvements.

-Enter pilots when complexity or scope requires second level approval

-Oversee State submission duties to assure the schedule is maintained.

-Assist with or create cost proposals within 24-48 hour time frame.

-Process, monitor, and track Samples, Pilots, & Gratis orders and communicate status updates/progress to SSR.

-Maintain Product & System competency of SFDC, SAP, Sales Central, and Customer Care; have extensive knowledge of K12.

-Attend ongoing product and system training and provide training for team members to enhance job performance.

-Communicate with the sales representatives and regional vice presidents to problem solve, troubleshoot, facilitate, and coordinate sales related activities.

-Responsible for thorough knowledge of all department operations. Independent management of priorities as well as ongoing positive communication within the department and other supporting departments and divisions.

-Perform other assignments in accordance with company policy and legal requirements as assigned by supervisor or lead (reports, special projects, provide quarterly feedback to supervisor/back-up supervisor).

-Collaborate with Tier I Sales Support Representatives to identify and escalate issues to Tier II level. When necessary escalate to Sales Support Supervisor or Manager.

Requirements:
Core Competencies: (Required Behaviors and Key Principles)

Adaptability

Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Approaches change or newness positively – Treats change and new situations as opportunities for learning or growth; identifies the benefits of change; speaks positively about the change to others.

Adjusts behavior – Quickly modifies behavior to deal effectively with changes in the work environment; tries new approaches appropriate for new or changed situations; does not persist with ineffective behaviors.

Building Customer Loyalty

Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Establishes good interpersonal relationships – Helps people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports).

Clarifies the current situation

Asks questions to determine needs; listens carefully; provides appropriate information; summarizes to check understanding.

Confirms satisfaction

Asks questions to check for satisfaction; commits to follow-through, if appropriate; thanks customer.

Takes the "HEAT"

Handles upset customers by hearing the customer out, empathizing, apologizing, and taking personal responsibility for resolving customer problems / issues.

Communication

Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Adjusts to the audience

Frames message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience.

Ensures understanding

Seeks input from audience; checks understanding; presents message in different ways to enhance understanding.

Comprehends communication from others

Attends to messages from others; correctly interprets messages and responds appropriately.

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.

Identifies opportunities - Reviews processes to determine any gaps between current outputs and expected requirements.

Determines causes - Identifies conditions that contribute to gaps or key variances; explores relationships between conditions and outcomes; distinguishes causes from symptoms and identifies primary causes.

Implements improvements - Tests solutions; gathers feedback on effectiveness; reviews impact on baseline measures; modifies solutions as appropriate to ensure effectiveness.

Contributing to Team Success

Actively participates as a member of a team to move the team toward the completion of goals.

Facilitates goal accomplishment - Makes procedural or process suggestions for achieving team goals or performing team functions; provides necessary resources or helps to remove obstacles to help the team accomplish its goals.

Involves others – Listens to and fully involves others in team decisions and actions; values and uses individual differences and talents.

Models commitment - Adheres to the team's expectations and guidelines; fulfills team responsibilities; demonstrates personal commitment to the team.

Managing Work (includes Time Management)

Effectively manages one's time and resources to ensure that work is completed efficiently.

Prioritizes - Identifies more critical and less critical activities and tasks; adjusts priorities when appropriate.

Schedules - Effectively allocates own time to complete work; coordinates own and others' schedules to avoid conflicts.

Leverages resources - Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently.

Quality Orientation

Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

Follows procedures - Accurately and carefully follows established procedures for completing work tasks; Ensures high-quality output; vigilantly watches over job processes, tasks, and work products to ensure freedom from errors, omissions, or defects; initiates action to correct quality problems or notifies others of quality issues as appropriate.

Technical / Professional Knowledge and Skills

Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.

Understands technical terminology and developments - Knows how and when to apply a technical skill or procedure; Performs complex tasks in area of expertise.

Requirements: Educational requirements, years of experience and any physical requirements.

-3-5 years of experience in a sales support role or a related field.

-3-5 years or more HMH Sales Support experience preferred.

-High School Diploma required; AA/BS/BA degree preferred.

-Proficient in MS Office (Word and Excel)

-Excellent oral and written communication and customer service skills required.

-Sales Force.com and SAP experience highly preferred.

-Must thrive in a fast-paced, results-oriented, collaborative environment.

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

*LI-CT1

J2W:CB Exp. 06/15/13]]>Fri, 10 May 2013 05:00:00 GMThttp://careers.hmhco.com/job/Rolling-Meadows-Sr-Sales-Associate-Job-IL-60008/2592382/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Rolling-Meadows-Sr-Sales-Associate-Job-IL-60008/2592382/?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: Supv, Sales Support
Published Division/Department: Sales Operations
Requisition #: 5903
State/Province/County: Texas
City: Austin
Country: United States
Percentage of Travel: None
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

Job Title Supervisor, Sales Support

Reports To Manager, Sales Support

Department/Division K12, Adult Ed, & Adjacent Markets

Purpose of the Role:

Provide day-to-day direction and guidance to Tier I and Tier II Sales Support Team. Project a positive company image; contribute toward team effort in order to meet divisional goals, adhere to department and operational standards and objectives and insure positive customer relations. Direct sales support representative activities to ensure timely and accurate support is provided. Coach teams to escalate issues to the appropriate tier and jump in to resolve complex, advanced issues when needed. Demonstrate high level responsibility for full functionality and capability of sales support performance to ensure a customer centric approach. Apply call center management practices to help reduce costs and improve service quality. Provide support/services to the Sales Department’s field reps and in-house divisions. Interact with other key company departments to facilitate and coordinate activities that affect sales functions.

Be a leader and driver of change and continuously impact customers and sales support with understanding and meeting revenue goals.

Job Responsibilities:

-Oversee staff (Tier I SSR’s, Tier II Sr. SSR’s, and Non-Lead SSR of Sales Support) including training on new procedures, analyzing performances to proactively develop and implement strategies to improve the quality of service and productivity.

-Develop staff to maintain favorable customer relations, both internally and externally.

-Along with the Asst. Manager, Sales Support, schedule tasks accordingly and work closely with the divisional business units, supply chain, sales representatives, per diems, and Pre-K through Grade 12 customers.

-Recommend system enhancements, new functionality and testing as required.

-Under the direction of the Manager, Sales Support, help to manage, analyze, monitor, and evaluate workload, team issues, concerns, and recommendations. Interview regular and temporary employees. Prepare training plans and evaluation of employees and report to Manager, Sales Support. Manage all schedules, vacation calendars, and departmental training.

-Have extensive knowledge of and be able to run and analyze reports including SFDC and SAP queries, CMS (phone management) queries, as well as departmental productivity and metrics reports and react accordingly if additional training or performance issues are identified.

-Have extensive knowledge of K12 and familiarity with Adult Ed and Adjacent Markets product.

-Communicate with the sales representatives and regional vice presidents to problem solve, troubleshoot, facilitate, and coordinate sales related activities.

-Interface with Sales Managers to share ideas and facilitate the exchange of best business practices in regards to the Sales Force and the Sales Support Team.

-Supervise and oversee the day-to-day department processes including sales quotations, orders, credits, order adjustments and returns in SAP. Communicate backorders, substitutions, pricing and product compatibility to customers, the divisional business offices, outside sales force, contract departments, credit department, and supply chain.

-Maintain a thorough knowledge of all department operations. Independent management of priorities as well as ongoing positive communication within the department and other supporting departments and divisions.

-Perform other personnel functions in accordance with company policy and legal requirements.

Requirements:
Core Competencies: (Required Behaviors)

Building a Successful Team

Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of team goals.

Develops structure – Helps to clarify roles and responsibilities of team members; helps ensure that necessary steering, review, or support functions are in place.

Facilitates goal accomplishment – Makes procedural or process suggestions for achieving team goals or performing team functions; provides necessary resources or helps to remove obstacles to team accomplishments.

Involves others – Listens to and fully involves others in team decisions and actions; values and uses individual differences and talents.

Models commitment – Adheres to the team's expectations and guidelines; fulfills team responsibilities; demonstrates personal commitment to the team.

Building Strategic Work Relationships

Developing and using collaborative relationships to facilitate the accomplishment of work goals.

Seeks opportunities – Proactively tries to build effective working relationships with other people.

Clarifies the current situation – Probes for and provides information to clarify situations.

Develops others' and own ideas – Seeks and expands on original ideas, enhances others' ideas, and contributes own ideas about the issues at hand.

Facilitates agreement – Gains agreement from partners to support ideas or take partnership-oriented action; uses sound rationale to explain value of actions.

Establishes good interpersonal relationships – Helps people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports).

Business Acumen

Using economic, financial, market, and industry data to understand and improve business results; using one's understanding of major business functions, industry trends, and own organization's position to contribute to effective business strategies and tactics.

Analyzes – Uses economic, financial, market, and industry data to assess current business strategies and tactics or to evaluate specific business opportunities; identifies trends and anticipates their impact.

Integrates – Integrates economic, financial, market, and industry data from multiple sources to identify critical business issues; articulates the implications of business trends for own department or team as well as the broader organization.

Understands the industry – Understands the industry in which the organization operates (trends, customers, competition, market share, etc.).

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.

Identifies opportunities – Reviews processes to determine any gaps between current outputs and expected requirements.

Determines causes – Identifies conditions that contribute to gaps or key variances; explores relationships between conditions and outcomes; distinguishes causes from symptoms and identifies primary causes.

Implements improvements – Tests solutions; gathers feedback on effectiveness; reviews impact on baseline measures; modifies solutions as appropriate to ensure effectiveness.

Decision Making

Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.

Identifies issues, problems, and opportunities – Recognizes issues, problems, or opportunities and determines whether action is needed.

Gathers information – Identifies the need for and collects information to better understand issues, problems, and opportunities.

Interprets information – Integrates information from a variety of sources; detects trends, associations, and cause-effect relationships.

Chooses appropriate action – Formulates clear decision criteria; evaluates options by considering implications and consequences; chooses an effective option.

Commits to action – Implements decisions or initiates action within a reasonable time.

Involves others – Includes others in the decision-making process as warranted to obtain good information, make the most appropriate decisions, and ensure buy-in and understanding of the resulting decisions.

Information Monitoring

Setting up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it.

Identifies monitoring needs – Determines which processes or areas need to be monitored; identifies what information needs to be obtained.

Develops monitoring systems – Establishes systems to monitor activities or outputs that are easy to use and that provide timely and pertinent information.

Implements tracking systems – Effectively puts in place monitoring systems with minimal interruption for other organizational processes.

Reviews data – Collects and reviews data on a regular basis to determine progress, anticipate needs, and make necessary adjustments to personnel or processes.

Managing Conflict

Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.

Clarifies the current situation – Collects information from relevant sources to understand the conflict.

Remains open to all sides – Objectively views the conflict from all sides.

Stays focused on resolution – Stays focused on resolving the conflict and avoids personal issues and attacks.

Initiates action – Takes positive action to resolve the conflict in a way that addresses the issue, dissipates the conflict, and maintains the relationship.

Closes discussions with clear summaries – Summarizes to ensure that all are aware of agreements and required actions.

Planning and Organizing

Establishing courses of action for self and others to ensure that work is completed efficiently.

Prioritizes – Identifies more critical and less critical activities and assignments; adjusts priorities when appropriate.

Determines tasks and resources – Determines project / assignment requirements by breaking them down into tasks and identifying types of equipment, materials, and people needed.

Leverages resources – Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently; coordinates with internal and external partners.

Technical / Professional Knowledge and Skills

Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.

Understands technical terminology and developments – Knows how and when to apply a technical skill or procedure; performs complex tasks in area of expertise.

Requirements: Educational requirements, years of experience and any physical requirements.

5 year experience in sales and/or sales support or administration required.

3-5 years supervisory experience preferred.

BS/BA Degree or equivalent work experience in sales or educational field preferred.

Proficient in MS Office (Word and Excel)

Excellent communications, presentation and interpersonal skills

Must thrive in a fast-paced, results-oriented, collaborative environment.]]>Thu, 16 May 2013 05:00:00 GMThttp://careers.hmhco.com/job/Austin-Supv%2C-Sales-Support-Job-TX-73301/2602363/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Austin-Supv%2C-Sales-Support-Job-TX-73301/2602363/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS Published Job Title: Supv, Sales Support
Published Division/Department: Sales Operations
Requisition #: 5902
State/Province/County: Illinois
City: Rolling Meadows
Country: United States
Percentage of Travel: None
Position Type: Full Time - Regular
Shift: 1st Shift
Interest Category: Sales / Business Development

Job Title Supervisor, Sales Support

Reports To Manager, Sales Support

Department/Division K12, Adult Ed, & Adjacent Markets

Purpose of the Role:

Provide day-to-day direction and guidance to Tier I and Tier II Sales Support Team. Project a positive company image; contribute toward team effort in order to meet divisional goals, adhere to department and operational standards and objectives and insure positive customer relations. Direct sales support representative activities to ensure timely and accurate support is provided. Coach teams to escalate issues to the appropriate tier and jump in to resolve complex, advanced issues when needed. Demonstrate high level responsibility for full functionality and capability of sales support performance to ensure a customer centric approach. Apply call center management practices to help reduce costs and improve service quality. Provide support/services to the Sales Department’s field reps and in-house divisions. Interact with other key company departments to facilitate and coordinate activities that affect sales functions.

Be a leader and driver of change and continuously impact customers and sales support with understanding and meeting revenue goals.

Job Responsibilities:

-Oversee staff (Tier I SSR’s, Tier II Sr. SSR’s, and Non-Lead SSR of Sales Support) including training on new procedures, analyzing performances to proactively develop and implement strategies to improve the quality of service and productivity.

-Develop staff to maintain favorable customer relations, both internally and externally.

-Along with the Asst. Manager, Sales Support, schedule tasks accordingly and work closely with the divisional business units, supply chain, sales representatives, per diems, and Pre-K through Grade 12 customers.

-Recommend system enhancements, new functionality and testing as required.

-Under the direction of the Manager, Sales Support, help to manage, analyze, monitor, and evaluate workload, team issues, concerns, and recommendations. Interview regular and temporary employees. Prepare training plans and evaluation of employees and report to Manager, Sales Support. Manage all schedules, vacation calendars, and departmental training.

-Have extensive knowledge of and be able to run and analyze reports including SFDC and SAP queries, CMS (phone management) queries, as well as departmental productivity and metrics reports and react accordingly if additional training or performance issues are identified.

-Have extensive knowledge of K12 and familiarity with Adult Ed and Adjacent Markets product.

-Communicate with the sales representatives and regional vice presidents to problem solve, troubleshoot, facilitate, and coordinate sales related activities.

-Interface with Sales Managers to share ideas and facilitate the exchange of best business practices in regards to the Sales Force and the Sales Support Team.

-Supervise and oversee the day-to-day department processes including sales quotations, orders, credits, order adjustments and returns in SAP. Communicate backorders, substitutions, pricing and product compatibility to customers, the divisional business offices, outside sales force, contract departments, credit department, and supply chain.

-Maintain a thorough knowledge of all department operations. Independent management of priorities as well as ongoing positive communication within the department and other supporting departments and divisions.

-Perform other personnel functions in accordance with company policy and legal requirements.

Requirements:
Core Competencies: (Required Behaviors)

Building a Successful Team

Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of team goals.

Develops structure – Helps to clarify roles and responsibilities of team members; helps ensure that necessary steering, review, or support functions are in place.

Facilitates goal accomplishment – Makes procedural or process suggestions for achieving team goals or performing team functions; provides necessary resources or helps to remove obstacles to team accomplishments.

Involves others – Listens to and fully involves others in team decisions and actions; values and uses individual differences and talents.

Models commitment – Adheres to the team's expectations and guidelines; fulfills team responsibilities; demonstrates personal commitment to the team.

Building Strategic Work Relationships

Developing and using collaborative relationships to facilitate the accomplishment of work goals.

Seeks opportunities – Proactively tries to build effective working relationships with other people.

Clarifies the current situation – Probes for and provides information to clarify situations.

Develops others' and own ideas – Seeks and expands on original ideas, enhances others' ideas, and contributes own ideas about the issues at hand.

Facilitates agreement – Gains agreement from partners to support ideas or take partnership-oriented action; uses sound rationale to explain value of actions.

Establishes good interpersonal relationships – Helps people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports).

Business Acumen

Using economic, financial, market, and industry data to understand and improve business results; using one's understanding of major business functions, industry trends, and own organization's position to contribute to effective business strategies and tactics.

Analyzes – Uses economic, financial, market, and industry data to assess current business strategies and tactics or to evaluate specific business opportunities; identifies trends and anticipates their impact.

Integrates – Integrates economic, financial, market, and industry data from multiple sources to identify critical business issues; articulates the implications of business trends for own department or team as well as the broader organization.

Understands the industry – Understands the industry in which the organization operates (trends, customers, competition, market share, etc.).

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.

Identifies opportunities – Reviews processes to determine any gaps between current outputs and expected requirements.

Determines causes – Identifies conditions that contribute to gaps or key variances; explores relationships between conditions and outcomes; distinguishes causes from symptoms and identifies primary causes.

Implements improvements – Tests solutions; gathers feedback on effectiveness; reviews impact on baseline measures; modifies solutions as appropriate to ensure effectiveness.

Decision Making

Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.

Identifies issues, problems, and opportunities – Recognizes issues, problems, or opportunities and determines whether action is needed.

Gathers information – Identifies the need for and collects information to better understand issues, problems, and opportunities.

Interprets information – Integrates information from a variety of sources; detects trends, associations, and cause-effect relationships.

Chooses appropriate action – Formulates clear decision criteria; evaluates options by considering implications and consequences; chooses an effective option.

Commits to action – Implements decisions or initiates action within a reasonable time.

Involves others – Includes others in the decision-making process as warranted to obtain good information, make the most appropriate decisions, and ensure buy-in and understanding of the resulting decisions.

Information Monitoring

Setting up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it.

Identifies monitoring needs – Determines which processes or areas need to be monitored; identifies what information needs to be obtained.

Develops monitoring systems – Establishes systems to monitor activities or outputs that are easy to use and that provide timely and pertinent information.

Implements tracking systems – Effectively puts in place monitoring systems with minimal interruption for other organizational processes.

Reviews data – Collects and reviews data on a regular basis to determine progress, anticipate needs, and make necessary adjustments to personnel or processes.

Managing Conflict

Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.

Clarifies the current situation – Collects information from relevant sources to understand the conflict.

Remains open to all sides – Objectively views the conflict from all sides.

Stays focused on resolution – Stays focused on resolving the conflict and avoids personal issues and attacks.

Initiates action – Takes positive action to resolve the conflict in a way that addresses the issue, dissipates the conflict, and maintains the relationship.

Closes discussions with clear summaries – Summarizes to ensure that all are aware of agreements and required actions.

Planning and Organizing

Establishing courses of action for self and others to ensure that work is completed efficiently.

Prioritizes – Identifies more critical and less critical activities and assignments; adjusts priorities when appropriate.

Determines tasks and resources – Determines project / assignment requirements by breaking them down into tasks and identifying types of equipment, materials, and people needed.

Leverages resources – Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently; coordinates with internal and external partners.

Technical / Professional Knowledge and Skills

Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.

Understands technical terminology and developments – Knows how and when to apply a technical skill or procedure; performs complex tasks in area of expertise.

Requirements: Educational requirements, years of experience and any physical requirements.

5 year experience in sales and/or sales support or administration required.

3-5 years supervisory experience preferred.

BS/BA Degree or equivalent work experience in sales or educational field preferred.

Proficient in MS Office (Word and Excel)

Excellent communications, presentation and interpersonal skills

Must thrive in a fast-paced, results-oriented, collaborative environment.]]>Fri, 17 May 2013 05:00:00 GMThttp://careers.hmhco.com/job/Rolling-Meadows-Supv%2C-Sales-Support-Job-IL-60008/2604537/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSShttp://careers.hmhco.com/job/Rolling-Meadows-Supv%2C-Sales-Support-Job-IL-60008/2604537/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W%5FRSS