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H8600246 Requisition #
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RESPONSIBILITIES:

  • Supervise daily work distribution and maintain backlog to insure timely delivery of products and that service levels are met.
  • Assist representatives with more difficult questions/concerns and respond to customer inquiries and research escalation of customer issues.
  • Perform system testing and key test orders as needed. 

·         Perform quality reviews on CS Reps tasks and Credit Adjustment and Return requests.

  • Work together as a team member to obtain departmental goals.
  • Oversee order entry for all subscriptions in OTC as needed.
  • Will attend meetings and training sessions with the NYO, Account Executives and the Inside Sales reps and communicate as needed with other stakeholders. 
  • Accomplish customer service financial expectations, such as meet all agreed upon service levels with the business and insure the agents are meeting productivity goals.
  • Coach, train and develop CS Reps to ensure they have the tools and materials they need to be successful.
  • The supervisor will counsel employees as needed and ensure company policies and procedures are being followed, oversee Kronos coding.  
  • Assist with hiring and training of new employees.

·         Manage special projects including documenting process, tracking progress, providing feedback to stakeholders.

  • Other duties as assigned.

QUALIFICATIONS:

  • Must have previous customer service experience.

·         Must be able to work flexible hours and weekends as needed.

  • Bachelor degree preferred.
  • Experience with Oracle, Salesforce, SDM (Scholastic Digital Manager), Clever required.  Training experience a plus.
  • Must have the ability to motivate staff and handle a variety of issues on an ongoing basis.

·         Must have strong leadership skills and desire to be a team player and display a positive and helpful attitude.

  • Must be flexible and able to adapt to changing responsibilities.
  • Time Management skills and a high level of attention to detail a must.
  • Must be able to communicate effectively with both internal and external customers.
  • Must have ability to handle confidential information.
  • Excellent supervisory skills including organizing and prioritizing work, problem solving skills and utilizing sound decision-making.
  • Above average attendance preferred.

Equal Employment Opportunity

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran.


Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination. To view the full EOE policy, click here.

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