Customer Support Specialist 1

Our mission is to partner with educators on solutions that break down learning barriers and help all students realize their potential. With innovative digital and print curriculum in 6-12 language arts Advanced Placement courses and a wide range of other subjects and grade levels we are experiencing rapid growth as schools transition to blended learning. As a family-owned business since 1926 we build for the long term through a continual investment in our team where everyone is expected to take initiative work together think critically as well as learn and grow as individuals.

• Create and maintain customer records including individual school and contact setup and validation ensuring accurate data capture and updates in all relevant systems.
• Manage the creation validation and maintenance of customer contacts and school records including school validation workflows and updates to addresses and related information.
• Prepare and process proprietary trade and specialized quotes ensuring correct pricing rules and documentation are followed.
• Enter modify and manage a variety of sales orders and purchase orders following established checklists and standard operating procedures.
• Process RMAs and returns including creation of call tags and return authorizations and ensure accurate tracking and resolution of return-related issues.
• Monitor and manage support cases for customer experience issues documenting details updating status and collaborating with colleagues to drive resolution.

• Demonstrated ability to independently provide customer support.
• Strong analytical and problem-solving skills with the ability to identify root causes and recommend corrective actions
• Strong technical aptitude
• Excellent verbal and written communication skills
• Ability to manage multiple customer support requests simultaneously while maintaining accuracy and attention to detail.
• Regular and predictable attendance.

• Repetitive motions that include the wrists hands and/or fingers.
• Sedentary work that primarily involves sitting remaining in a stationary position for prolonged periods.
• Visual perception to perform job including peripheral vision