Employer: Houghton Mifflin Harcourt
The Customer Service Rep provides customer service support and information to all external and internal customers via multiple contact channels. The CSR must have knowledge of HMH products, a thorough understanding of SAP and SFDC including reports and interfaces, excellent communication and written skills and problem solving abilities as well as excellent computer skills. You will need to understand overall terms and conditions of promotions, special discounts and contracts. Provide customer service support via multiple channels to internal and external customers.
Primary Responsibilities:
- Process orders and related tasks in an accurate and timely manner
- Thorough understanding of policies, processes and procedures required in order to assure accurate information is communicated
- Adherence to performance metrics, including service levels throughput, time to resolution and quality.
- 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
- Research inquiries and resolve customer issues
- Possess knowledge of Supply Chain processes ensuring that accurate information is passed to all customers regarding product attributes and inventory availability.
- Project positive image to internal and external customers in all interactions.
- Possess product and policy knowledge to assist customers with their ordering and product inquiries.
- Follow all department policies.
What You Need to be Successful:
- Experience in SAP and SFDC
- High School Diploma
- 3+ years experience in a customer service call center environment
- Ability to make decisions with minimal supervision and handle a high volume of incoming calls, emails and paperwork.
- Strong oral and written communication skills.
- Proficient in Microsoft Office applications
- Ability to make decisions independently
- Availability to work considerable overtime
- Flexible and able to adapt easily to new work processes and change
Nice to Have:
- Associate Degree
- Experience in publishing industry
- Bilingual in Spanish
Benefits and Salary Range:
Salary Range: $18.65 – $23.25/hr. Our salary ranges are based on national averages. We have wide ranges so we can be flexible and determine compensation based on a number of factors including the candidate’s skills, experience, education and location.