OVERALL RESPONSIBILITY: Provide customer service support and information to all external and internal customers including Sales, Global Supply Chain, Corporate departments and other employees at a level that meets or exceeds expectations. To be successful the CSR must have knowledge of HMH products; a thorough understanding of SAP, including reports and interfaces; excellent communication and written skills and problem solving abilities as well as excellent computer skills. CSR's will be required to manipulate data in various software systems such as; excel and sales force. CSR's must have knowledge of complex pricing, discounts, contracts and special promotions. CSR must also have knowledge of product configuration, restricted materials, as well as gratis guidelines and policies. They need to understand overall terms and conditions of promotions, special discounts and contracts. They will 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 will process billing adjustments against transactions processed through the order fulfillment system. Job Requirements PRIMARY ACCOUNTABILITIES   • Process orders and related tasks timely and accurately as required. May include sales quotations, orders, samples, returns, credits and order adjustments in SAP as well as orders and samples submitted to SAP via Business Unit or Company website. Communicate order status or other items such as backorders, substitutions, pricing, discounts 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 Company website as well as the downstream processes. Thorough understanding of policies, processes and procedures 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 inquiries, including phone calls, written communication and other methods of inquiry. Provide a positive customer experience that will promote future business through courteous, accurate and prompt responses to inquiries. Provide answers to customer inquiries on all company products, pricing and contracts, as well as gratis guidelines, including how to access and interpret information in SAP and downstream systems that are utilized by our customers. Give customers and sales clear and accurate information regarding any product, procedures, and status of orders and returns. May research and process credits for products returned to various warehouses support, other duties as assigned by Customer Experience and GSC Leadership   • As required, research inquiries and resolve customer order issues (i.e. incomplete or incorrect ordering, shipping, pricing, returns and/or billing problems) expeditiously. 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.   • Contribute to team effort and provide backup support to co-representatives following departmental policies and procedures in addition to other duties as assigned. Mentor and assist in training new hires and summer temps. ABOUT US: Company (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 Company website PLEASE NOTE: Company 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.