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Customer Service Rep
Houghton Mifflin Harcourt
St Charles, IL, United States
Job Details - this job has expired, please see similar jobs below
Job Requisition ID: 2083
The Customer Service Represenative will be responsible for providing effective service and support to Riverside’s customers by responding to customer inquiries that may be received by phone, mail, fax or E-mail. Service and support includes order fulfillment, trouble-shooting and providing responses to the multitude of questions and needs that customers present to us.
This position also works closely with scoring vendors, field representatives, and other departments within Riverside to provide accurate responses. Coordinates order fulfillment efforts for a defined set of customers. Customer assignments may be geographical, product-related or project-related. Orders may be received via phone, mail, fax or E-mail and must be processed to meet time-lines provided by the customer. Before orders can be processed, they must be screened against a set of state and local restrictions and administrator qualification standards; some orders may be changed or denied based on this screening process. The order process may include a series of phone calls from customers to get information about the products, pricing, etc.
Responds to other customer needs during the course of a customers' testing program. Customer needs include: tracking orders, substituting back-orders, processing credits/returns, providing advice on the testing process, providing advice on scoring services and the scoring process, trouble-shooting once results are received, providing interpretive help on score reports and their use. During this process, there is close contact with warehouse and scoring service personnel. Supports field representatives with post-sale customer needs. Keeps rep informed of opportunities and problems. Participates in research and training projects. Some training may be arranged for the department; other training is self-directed and includes use of the Customer Service database, product files and other resources provided by Marketing, Product Development and Technical Specialists. Maintains customer transaction files. These files must be easily accessible by other Customer Service personnel, Accounts Receivable and other internal personnel.
Assists supervisor or manager with special projects or customers.
Requirements:
Flexibility of work hours between 8:00 AM and 6:00 PM Central Time. This position will be schedule to work 9:30 AM to 6:00 PM shift once trained.
Flexibility to work weekday and/or weekend overtime hours as required by the business.
Ability to quickly learn various digital and online systems and to assist customers in using the digital and online systems and products.
Excellent oral and written communication skills
Excellent organizational skills
Ability to take direction and to work as part of a team
Excellent inter-personal skills
Ability to work well on many tasks in high volume situations
Desire to work independently and learn by research
Previous Customer Service work
Previous teaching/education, SAP and Salesforce.com experience is a plus.
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.