Houghton Mifflin Harcourt
Website:
hmhco.com
Job details:
HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students’ potential and extend teachers’ capabilities.
HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com
The Sales Support Representative (SSR) delivers prompt transactional support to Account Executives (AE) and Area Sales Directors (ASD) by preparing quotes, cost proposals, pilot orders, drop shipments, and implementations via a CRM system. The SSR handles transactional tasks so AEs and ASDs can concentrate on selling and building relationships, driving revenue and customer satisfaction.
Key Responsibilities
Cost Proposals/QuotesCreate and assist with cost proposals and quotes using the Salesforce (CRM) within the established service level agreement (SLA) timeframe.Ensure pricing accuracy and compliance with approval workflows with each quote.Generate standard and customized quote documents for customers.Implementation/Gratis, Sample Orders, and PilotsProcess, monitor, and track implementation/gratis requests based on established guidelines by product, Line of Business (LoB), or unique conditions.Submit and track sample orders. Provide detailed information for custom shipments and labeling.Execute pilot orders following the established guidelines and directions from the HMH Pilot team.Sales OperationsHandle inbound requests for quotes, samples, implementation/gratis, etc., from AE and ASD teams.Research product availability, pricing, and tracking information.Escalate issues to management when necessary.Systems & Tools- Develop and maintain working knowledge of Salesforce, SAP, Sales Hub, and Customer Care platforms.
- Perform daily sales transactions via SFDC and maintain organized records of sales activities.
- Collaboration & Communication
- Liaise with sales support team members and internal departments to troubleshoot and resolve issues.
- Participate in process improvement initiatives and team meetings.
- Provide clear, concise, and frequent updates related to transaction status with Sales Support manager(s), AEs, ASDs, etc.,
Core Competencies
- Adaptability—Maintain effectiveness when experiencing major changes in work responsibilities or environment, adjusting effectively to work within new work structures, processes, or requirements.
- Navigating Complexity – Proactively and quickly making sense of complex issues; responding effectively to complex and ambiguous situations; communicating complicated information simply.
- Communication—Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that helps them understand and retain the message.
- Continuous Improvement—Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.
- Time Management—Effectively manages one's time and resources to ensure that work is completed efficiently.
- Technical / Professional Knowledge and Skills—Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.
Qualifications
- Education: AA/BS/BA degree
- Experience: 3-5 years sales support experience required.
- Skills:
- Proficiency in MS Office (Word, Excel).
- Experience with Salesforce and SAP, NetSuite is a plus.
- Strong written and verbal communication skills.
- Ability to work in a fast-paced, results-oriented environment.
Physical Requirements
- Stationary position for a considerable time (sitting and/or standing).
- Constantly operates a computer
- Must be able to collaborate with colleagues via face-to-face, email, Teams, conference calls, and online meetings.
The Information Technology organization is transforming to realize our mission: Become a leader in HMH’s digital transformation, and as a strategic partner, innovate and deliver highest value, competitive advantage solutions across all corporate and business functions. Our ambition is to be a digital leader through innovation and develop and deliver leading edge technology such as robotic process automation and artificial intelligence to solve some of HMH’s greatest operational business challenges. Our professionals will have business relevant skills to connect our HMH partners to technologies that propel the businesses to deliver the greatest value for HMH and our customers.
We are building a team of IT professionals with an insatiable appetite to learn, a relentless focus on customer service, a technological curiosity toward future possibilities, and a creativity in solving business challenges with leading technologies. Our team will find ways to work together, create a sense of community where it’s safe to take risks and learn together, develop our careers, and all have an opportunity to work on new technologies. We will work together, learn together and have fun together. As a team, we will lead HMH’s digital transformation.
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