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Customer Service Rep

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Date: Mar 14, 2019

Location: Saint Charles, IL, US, 60174

Company: Houghton Mifflin Harcourt

Job Requisition ID: 14959

Additional Locations: 

OVERALL RESPONSIBILITY:

Functions as an advocate and “voice of the customer” ensuring satisfaction by managing business relationships and consistently delivering value-added service thru professional, courteous, and timely support at a level that meets or exceeds expectations of all stakeholders. Stakeholders include, but are not limited to: Sales (Account Executives, Regional Directors and Vice-Presidents); Global Supply Chain partners (peers, Managers, Directors, Vice-Presidents); 3rd party contacts (Freight Forwarders, Customs brokers and/or border personnel), and customers (distributors, schools, direct).

The ICSR must have or be willing to develop strong knowledge of HMH products and programs; excellent communication (listening, verbal and written skills); critical thinking, problem solving abilities.

The ICSR must have or be willing to develop a working knowledge of various software programs such as Excel and Sales Force; understand system interfaces and downstream processes (SAP, Esker and Sales Force); and to trouble-shoot basic computer and phone access or performance issues while working on-site or remotely.

 

PRIMARY ACCOUNTABILITIES

  • Compliance
    • Validate and process various order types and related tasks timely and accurately as required; may include sales quotations, orders, samples, returns, credits and order adjustments.  Ensure business partners are compliant with contract terms, regional trade export regulations, and HMH policies and procedures. 
    • Respond to customer verbal and written inquiries according to SLA and QA standards.
  • Strategic Partnerships
    • Be willing to develop and maintain positive working relationships thru trust, communication and actions; and drive change, which positively impacts stakeholders.
  • Communication
    • Research and communicated order status details, including but not limited to:  backorders, substitutions, pricing, discounts and product compatibility issues to customers; verbally or written.
  • Judgment
    • Demonstrate ability to make decisions with assistance, in the best interest of the customer and HMH, utilizing approval matrix.
  • Lead and Collaborate
    • Support cross-functional team(s) to resolve customer issues or supply chain inefficiencies; may be on-site or global.
    • Contribute to team effort and provide backup support to team members; following departmental policies and procedures. 
  • Analyze
    • Support recommendations and/or implementation changes to close gaps.
  • Onboarding
    • Support orientation of new hires and temps, as required.
  • Other duties as assigned.

 

 

SKILLS REQUIRED

  • Working knowledge of Microsoft Office, with emphasis in Excel and Word. 
  • Ability to multitask and be proficient in high paced, team-oriented environment.
  • Excellent listening, verbal and written skills.
  • Ability to handle customer escalations with empathy.
  • Ability to make decisions with assistance and handle a high volume of emails and paperwork.
  • Working knowledge of various software programs including, SAP, Esker and Sales Force.
  • Strong organizational skills and ability to prioritize workload.
  • Must adapt to changing business needs, which may require a shift in regional shift coverage or extension of hours as business needs dictate.
  • 1 year previous Customer Service or related experience

     

     

CORE COMPETENCIES REQUIRED

  • Customer Focus
  • Action-Oriented
  • Collaborating
  • Compelling Communication
  • Decision Making
  • Innovation
  • Interpersonal Savvy
  • Organizational Agility

 

 

EXERIENCE REQUIRED

  • High school diploma required, bachelor’s degree preferred.
  • Minimum one year of customer service/order management experience, in a manufacturing, supply chain or export distribution environment preferred.

     

     

EXPERIENCE PREFERRED

  • SAP, Esker, and Sales Force
  • Experience with International trade compliance and documents.
  • Direct account management of International customers.
  • Bilingual fluency (oral and written) - Spanish

 

 

PHYSICAL REQUIREMENTS

•     Stationary position (sitting) for more than 85% of scheduled workday (8 hours).

  • Viewing multiple computer screens for more than 95% of scheduled workday (8 hours).
  • Usage of basic office equipment (computer peripherals, headsets, printers, copy machine).
  • Remote capabilities to support business needs, including continuity plan.
  • Must be able to collaborate with colleagues via face-to-face, conference calls, and online meetings.

ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit http://careers.hmhco.com  

PLEASE NOTE:  
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.


Nearest Major Market: Chicago

Job Segment: Customer Service Representative, Customer Service, Publishing, Education