Faculty and Sales Support Representative

US-CA-Thousand Oaks
3 weeks ago
Req #
# Positions
Sales (US) - Sales Coordination


Responsible for providing customer support in facilitating book requests, accessing supplementary resources support, and assisting in product related technical support. Faculty and Sales Support Representative (FSSR) will also provide support to the Sales Representatives by helping to facilitate various book requests, provide technical support assistance, provide campus planning support, provide superlative faculty support within assigned region, assist in processing and shipping packages, create bundles for assigned reps, creates leads within CRM System and aid in closing smaller adoptions.  May be asked to provide support to department by training new hires and temporary employees and other miscelaneous tasks.  Employ creative strategies and perform essential operational tasks to increase department productivity and sales.

Essential Job Functions & Responsibilities

  • Provide customer support through incoming phone calls and emails. Answer questions, direct sales opportunities to appropriate representatives, and provide customer service and limited technical support for books and instructors materials.
  • Provide sales support to department including Inside and Field Representatives, Sales Management, and Sales Specialists including handling desk copy requests, providing assistance with instructor and student technology questions & issues, sending materials, and handling responses from outbound email/phone campaigns. Also assist with gathering and inputting faculty office hours into CRM system.
  • Aid in campus planning activities and sampling activities including pulling of data, class schedules, utilizing database applications with competitor information, creating targets with guidance provided by representatives.
  • Participate in the training of new hires and temporary employees on systems, processes, products.
  • Identify discrepancies on the SAGE, instructors, and student’s websites and ensure they are corrected.
  • Use SPIN and SMART as a resource for product information.
  • Use CISPUB and A2R to assist customers and reps with product and order information.
  • Maintain a moderate level of product knowledge.



The additional responsibilities include, but are not limited to, the following:

  • May be asked to participate in targeted sales campaigns in response to inbound customer requests by placing a limited number of outbound sales calls and sending follow-up emails as directed by management.
  • Act as a liaison between the Sales, Editorial, & Marketing Departments on special projects when needed.
  • Provide support to the Sales Management as needed with special projects, assistance with data related projects, reporting, and meeting coordination.

Qualifications & Education

  • Two years of college experience required; four year degree preferred
  • One to three years experience in either sales or customer service
  • Proficient Computer Skills, including working knowledge of Microsoft Word, Excel, and Outlook
  • Excellent written and oral communication skills
  • Superior time management and organizational skills with strong attention to detail
  • Pleasant telephone manner


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