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