• Senior Operations Specialist

    Location US-US Remote OR Thousand Oaks, CA - DOE
    Posted Date 2 months ago(12/23/2019 6:56 PM)
    Req #
    # Positions
    Sales (US) - Sales Coordination
  • Overview

    The Operations Specialist supports the back office operational needs of College Sales, including custom product setup, CRM data and systems administrative work, and bookstore order triage. The OS will work closely with the Operations Support team and other colleagues to ensure the efficient approval of new custom products and verify that all data points are accounted for. The OS will assist with order tracking and returns management for products and proactively suggest process improvements. This role will also include data tasks associated with the department’s CRM system to support sample generation, processing of reviewer and marketing requests, and also support for administrative functions within the CRM application, including generating internal reports.


    During peak seasons and as called upon by management the OS will provide backup support to the support team phone queue and email inboxes, which will include providing general customer support in facilitating book requests, providing tracking information, answering product questions, etc.

    Essential Job Functions & Responsibilities

    The job functions include, but are not limited to, the following:


    Custom Program Support

    • Act as key resource to help sales team determine the viability of potential custom projects. Review key factors such as content permissions, royalty requests, and overall profitability in making recommendations.
    • Partner with colleagues to identify new ways to create and sell custom solutions. Coordinate with key stakeholders to find opportunities and map out requirements for potential pilots.
    • As the primary builder of new custom products, the OS must be extremely proficient with setting up new custom products and modifying existing custom products in publishing systems with a high degree of accuracy.
    • Closely monitor and coordinate all aspects of custom product fulfillment from initial setup through delivery to the customer. Utilize SharePoint Tracker to ensure projects stay on track. Follow up on missing information or documentation as needed.
    • Take ownership for all back-end custom processes and documentation. Conduct regular audits with key stakeholders and update as needed throughout the year.
    • Place outbound calls to instructors, bookstores and other channel partners as needed to confirm inventory and other needs. Enforce policies around timing of bookstore orders in advance of fulfillment season.
    • Participate in tasks related to the ongoing enhancement and testing of the SMART and other core systems.
    • Maintain a moderate level of product knowledge as it pertains to front list and recent back list titles that are commonly included with custom products and bundles.

    Department Support 

    • During bookstore order seasons actively monitor incoming orders and inventory in fulfillment systems and partner with colleagues in customer service, distribution, and sales to resolve stuck order issues. Work under time constraints to help push critical orders out the door.
    • Build new product bundles in our system, acting as the primary hub for this activity. Look for opportunities to improve upon and streamline the existing process.
    • Assist sales department with operational needs to support sales efforts to include the collection and loading of opportunity and order information into CRM, cleaning data within CRM, and managing the collection and input of reviewer and market development leads.
    • Provide data support to campus planning process and selling season kick-off tasks, and directly participate in campus planning activities and sampling activities as directed.
    • Develop and generate reports and data sets utilizing Excel and possibly SQL
    • Prioritize and deliver required CRM edits to queries and email templates to support active selling season.



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

    • Assist the College sales support team during peak seasons by handling exam and desk copy requests, assisting in campus planning, help answer questions from students utilizing student technology/websites, and working within inbound phone queue.
    • Provide support to the Sales Management as needed with special projects, assistance with data related projects, reporting, and meeting coordination.
    • Work with Institutional Sales Team on as needed basis to help with digital access and major mappings.

    Qualifications & Education


    • Two years of college experience required; four-year degree preferred
    • One to three years experience in either operational role, 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


    • Experience working with and maintaining data within a CRM system
    • Experience in an outbound call center or selling environment is preferred


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