Order Management Analyst

Houghton Mifflin Harcourt; United States; Remote; USD 46,000 - 60,000; Full time

Job summary

An innovative learning technology company is seeking an Order Management Analyst to join their Customer Fulfillment Services team. In this role, you will play a crucial part in ensuring timely delivery of educational products to customers, analyzing orders, and managing customer entitlements. You will collaborate with various teams to enhance customer satisfaction and drive process improvements. This is an exciting opportunity to contribute to a mission-driven organization that impacts the learning experiences of millions of students and educators worldwide. If you thrive in a dynamic environment and have a passion for customer service, this position is perfect for you.

Qualifications

• 3+ years of experience in customer service or supply chain environments.
• Strong written and verbal communication skills are essential.

Responsibilities

• Analyze open orders to ensure on-time delivery to customers.
• Manage digital access and respond to customer concerns.

Skills

Customer Service

Supply Chain Management

Communication Skills

Team Collaboration

Education

Bachelor's Degree

Tools

SAP

SQL

SFDC

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Microsoft Access

Job description

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.

What you’ll do

As part of the Customer Fulfillment Services team, the Order Management Analyst will be responsible for the following primary duties:

1. Analyze open orders to remove any obstacles, ensuring on-time delivery to customers.
2. Review open orders across print, digital, and services.
3. Address digital order failures to ensure timely customer entitlements.
4. Process Customer Drop Shipments from vendor locations.
5. Provide product information, including substitutions, restrictions, and components.
6. Monitor and manage order delivery blocks; initiate kit teardowns to free up stock and clear backorders.
7. Reserve stock for priority customers.
8. Manage month-end activities, including monitoring and addressing backorders across all warehouses and digital platforms to ensure timely deliveries and maximize customer satisfaction.
9. Maintain contact with Order Entry regarding product delivery and requirements.
10. Collaborate with Customer Fulfillment Services and others to ensure timely receipt of print products.
11. Monitor key school districts to minimize backorders.
12. Communicate with Supply Planning regarding stock issues based on contractual agreements.
13. Manage digital access, including order confirmation, entitlements, license reconciliation, return processes, and setup of admin accounts.
14. Oversee the setup of hosted and subscription customers, including prerequisite documentation and server license setup.
15. Respond to customer concerns.
16. Participate in weekly meetings as required.
17. Manage service contract orders and subscriptions.
18. Drive process improvements and conduct root cause analysis.
19. Perform research and reporting tasks.

What you’ll need

1. Bachelor's degree is preferred but not mandatory.
2. Over 3 years of experience in a customer service or supply chain environment.
3. Ability to work effectively both in teams and independently.
4. Strong written and verbal communication skills.

Preferred but not necessary

1. Experience in SAP, SQL, and/or SFDC.
2. Experience in Publishing Industry.
3. Proficiency in Microsoft Excel, PowerPoint, Word and Access.

Salary Range: $46,000 - $60,000 annually.

Application Deadline: The application window for this position is anticipated to close on January 12, 2025. We encourage you to apply as soon as possible. The posting may be available past this date but is not guaranteed.

HMH is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, family status, marital status, pregnancy, gender identity, ethnic/national origin, ancestry, age, disability, military status, genetic predisposition, citizenship status, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran, other covered veteran, or any other characteristic protected by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity. We actively participate in E-Verify.