Customer Service Rep

Houghton Mifflin Harcourt - Saint Charles, IL (30+ days ago)3.6


Job Requisition ID: 12981

Additional Locations: Remote

JOB TITLE: International Customer Service Representative

TITLE REPORTING TO: International Customer Service Supervisor/Manager

BUSINESS UNIT: Global Supply Chain

OVERALL RESPONSIBILITY:
Provide international 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. Permanent hours will be 2nd shift; initial training of approximately six months will be 1st shift.

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 Salesforce.com. 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 Salesforce.com 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.

SKILLS/COMPETENCIES REQUIRED

Prior experience in an international customer service environment preferable
Proficiency in Microsoft Office, with emphasis in Excel and Word. (example-Able to export items from SAP and analyze in Excel, spreadsheet manipulation, pivot tables, v-lookups)
Ability to multitask and be proficient in multiple functions such as return processing, emails, and credit claims
Ability to analyze large volumes of data
Ability to respond to internal and external customer emails concisely and with proper grammar, sentence structure and punctuation.
Ability to provide basic trouble shooting techniques to customers for digital products. (Clearing your cache, removing cookies, identifying internet browsers)
Ability to handle customer escalations with empathy
Ability to make decisions with minimal supervision and handle a high volume of incoming calls, emails and paperwork.
Thorough working knowledge of various software packages including, SAP, Salesforce.com
Strong organizational skills and ability to prioritize workload and adapt to change
Must be willing to work a considerable amount of overtime
2 years previous Customer Service or related experience
Ability to work 2nd shift.
Flexibility to work 1st and 3rd shifts as needed, a plus

EDUCATION

Required:
H.S. diploma
Bilingual (Spanish)

Preferred:
College degree
Email to Chat experience
SAP experience preferred

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.
  • LI-LR1
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.