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Sales Support Representative

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Date: Mar 12, 2019

Location: St. Charles, IL, US, 60174

Company: Houghton Mifflin Harcourt

Job Requisition ID: 14940

Additional Locations: 

Job Title:  Sales Support Representative

Reports To:  Supervisor, Sales Support

Department/Division: K12, Adult Ed, Assessment, International, ISG


Purpose of the Role:

This role will provide professional, courteous, timely, and efficient support to sales representatives and customers, by creating transactional tasks within This is a fast paced position and will shift from task to task throughout the day. Attention to detail is critical. 


Job Responsibilities:

  • Handle inbound requests from AE’s, ASD to resolution within SLA including research on products, pricing, availability, tracking.
  • Service customers through email, phone and cases with product information, samples, AE inquiry.
  • Assist with or create cost proposals within SLA.
  • Process, monitor, and track Samples, Pilots, & Gratis orders and communicate status updates/progress.  Assist with sales projects as needed. 
  • Provide template review
  • Assist with campaign activities as defined
  • Escalate appropriate issues to Specialist or supervisors when necessary.
  • Maintain Product & System Knowledge of SFDC, SAP, Sales Central, and Customer Care.
  • Gain knowledge of assigned product lines; attend product training to enhance job performance.
  • Communicate with AE’s and sales support colleagues 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.


Core Competencies: 



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



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.


Contributing to Team Success

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


Managing Work (includes Time Management)

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



Educational requirements, years of experience and any physical requirements.


  • Recent grads accepted
  • AA/BS/BA degree preferred, High School or GED required
  • Proficient in MS Office (Word and Excel)
  • Excellent oral and written communication and customer service skills required.
  • Sales and SAP experience preferred.
  • Must thrive in a fast-paced, results-oriented, collaborative environment.


Physical Requirements:

  • Might be in a stationary position for a considerable time (sitting and/or standing).
  • The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  • Must be able to collaborate with colleagues via face to face, conference calls, and online meetings.
  • Must be able to travel up to 10% of the time possibly being domestic air travel and/or driving between customer sites.

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  

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.




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Job Segment: Customer Service, Publishing