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Posted: Sunday, February 18, 2018 6:34 AM

Job Requisition ID: 9221
Overall Responsibility:
We are seeking an Order Management Analyst to join our Global Supply Chain/Customer Experience Team. Working closely with many departments through the organization including, but not limited to: Supply Chain, Sales, Marketing, and IT, our Order Management Analystensures customer orders flow through the system as expected. Order Management Analysts will need to leverage technology to remove roadblocks throughout the Order:to:Cash cycle. It is imperative that this individual have the ability to establish and implement improved business processes and perform root cause analysis with the objective of improving customer service levels.
Primary Accountabilities:
:Analyze open orders to ensure any and all obstacles are removed to allow for on time delivery to our customers
:Review open orders (print, digital, and services)
:Remediate digital order failures to ensure timely customer entitlements
:Process Customer Drop Shipments from vendor locations
:Provide product information (substitutions, restrictions, components)
:Monitor and manage Order Delivery Blocks
:Initiate kit teardowns to free up stock to clear back orders
:Reserve stock for priority customers
:Manage month end activities
:Monitor and action backorders across all warehouses and digital platforms
:Ensure timely deliveries to maximize customer satisfaction
:Maintain contact with Order Entry on product delivery and requirements
:Work closely with Supply Chain to ensure the timely receipt of print products
:Monitor key school districts to ensure minimal back orders
:Communication with Supply Planning regarding stock issues based on contractual agreements
:Manage digital access-including order confirmation, entitlements, license reconciliation, return process and set up of admin accounts
:Manage setup of hosted and subscription customers, including pre:requisite documentation and server license set up
:Respond to customer concerns
:Participate in weekly meetings as required
:Manage service contract orders and subscriptions
:Process Improvements and Root Cause Analysis
:Research and reporting
Skills and Competencies:
:Proficient with Microsoft Office Suite of products
:Must have experience working with Microsoft Excel and Microsoft Access
:Basic data analysis skills
:Ability to multi:task and work to deadlines
:Must be willing to work considerable overtime
Education and Experience:
:Bachelor's Degree required
:3+ years working in a customer service or supply chain environment
:Experience in SAP and SFDC preferred
:Experience in the Publishing Industry preferred
Other Requirements:
:Might be in a stationary position for a considerable time (sitting and/or standing)
:The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
:Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
:Must be able to collaborate with colleagues via face to face, conference calls, and online meetings
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people's lives by fostering passionate, curious learners. As a leading provider of pre:K:12 education content, services, and cutting:edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award:winning childrens books, novels, non:fiction, and reference titles are enjoyed by readers throughout the world.
For more information, visit careers.hmhco
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E:Verify. All qualified applicants will receive considera


• Location: Orlando

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