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The Customer Service Representative - International 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 Customer Service Representative - International (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.
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.
Be willing to develop and maintain positive working relationships thru trust, communication and actions; and drive change, which positively impacts stakeholders.
Research and communicated order status details, including but not limited to backorders, substitutions, pricing, discounts and product compatibility issues to customers; verbally or written.
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.
Support recommendations and/or implementation changes to close gaps.
Support orientation of new hires and temps, as required.
During busy seasons, overtime may be required.
Other duties as assigned.
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, which may include weekends.
Minimum of 1 year previous Customer Service experience or related experience
CORE COMPETENCIES REQUIRED
High school diploma required
Minimum one year of customer service/order management experience
Bilingual fluency (oral and written) - Spanish.
Experience using SAP, Esker, and SalesForce
Experience with International trade compliance and documents.
Direct account management of International customers
Experience in a manufacturing, supply chain or export distribution environment.
Might be in a stationary position for a considerable time (sitting and/or standing)
The person in this position need 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
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.
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.
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