This job has expired, please see additional jobs below
Supervisor Customer Service
Houghton Mifflin Harcourt
Orlando, FL, United States
Job Details - this job has expired, please see similar jobs below
OVERALL RESPONSIBILITY:
This position is accountable for the ongoing training and development of the Trade Customer Service Team and building customer relations, both internally and externally, with all levels of HMH and customer organizations. To be successful, the Supervisor must have strong leadership skills and a strong working knowledge of SAP and all interfacing systems. Must be able to run and analyze reports utilizing SAP queries, Excel, and departmental productivity and metrics reports, reacting accordingly. This role will monitor team and individual workloads, scheduling tasks accordingly; and review large sales quotations, sales orders, credits and returns within authority level. This position will serve as a coach, trainer and resource working closely with manager, functioning as back up as needed, and be responsible for overseeing activities on worked U.S. holidays as well as some weekend or evening shifts.
PRIMARY ACCOUNTABILITIES
• Staff development
• Maintenance of favorable customer relations
• Knowledge of SAP and all interfacing systems as well as downstream processes
• Run and analyze reports including:
◦ SAP queries
◦ CMS (phone management) queries
◦ Service observance tools
◦ Departmental productivity and metrics reports
• React accordingly if additional training or performance issues are identified.
• Review all large sales quotations, sales orders, credits and returns working closely with their manager, the sales force, supply chain, and customers
• Oversee and assist in department processes including sales quotations, orders, credits, order adjustments and returns in SAP
• Communicate backorders, substitutions, pricing & product compatibility to customers, the divisional business offices, outside sales force, contract department, credit department, & supply chain
• Thoroughly understand the system interfaces to & from SAP as well as downstream processes
• Supervise, coordinate and assist with workload, team issues, concerns, recommendations, interviewing new hire candidates, training, evaluation of employees, reviews, etc.
• Perform service observance of staff on a regular basis and record quality metrics for assigned CSR's
• Review and analyze reporting including productivity, accuracy rates, order and billing blocks, warehouse rejections, back-orders for large customers, and incomplete orders and billing documents
• Coordinate & assist in research of billing, deliveries, sales tax issues as requested by Credit Dept
• Mentor, coach and train staff
• Proficient in excel, Strong oral and written communication skills
• Ability to make decisions independently and supervise and direct staff. Be flexible; may be required to work considerable overtime
EDUCATION
Required:
• H.S. diploma
• 1-3 years experience as a supervisor or manager
Preferred:
• College degree
• SAP experience preferred
• SalesForce experience preferred
• Bilingual (Spanish) 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.
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.