Job Summary

As an Institutional Order Support Specialist, you are responsible for assisting Retail stores and the business development team by providing product and service information, resolving product and service inquiries via email and/or telephone. Accountable for creating and maintaining B2B records. Responsible of processing institutional and events orders, placing orders with publishers, obtaining pricing and shipping quotes. You will work with various teams and vendors to address any inquiries.

All team members back up other areas as needed for taking phone calls, responding to emails, processing orders and side by side training and supporting all areas of the support center as required for business needs.

What You Do

Handle, research, and resolve all phone and email inquiries/requests from stores promptly, accurately, and efficiently• Complete all follow-up work related to customer orders • May be required to work in one or multiple queues and/or skill sets• Handle outbound calls/emails to multiple vendors for product/order inquiries• Placing orders with publishers by phone/email• Work with publisher to check price, availability, and terms• Work with traffic to arrange shipping• Support additional duties as necessary in high volume or promotional periods in service center• Complete work according to standards as determined by supervisor/manager• Adhere to work schedule as set by the needs of the contact center

Knowledge & Experience

• Excellent Microsoft Office Suite skills required• Excellent verbal and written communication skills • Ability to analyze customer situations and provide solutions• Troubleshooting, reporting and logical thinking skills • Organizational and teamwork skills required• Ability to organize, plan and prioritize workload and follow up• Communicate effectively, collaboratively, and comfortably with All.•

Expected Behaviors• Curious and continues to develop deep knowledge about books and the industry.• Prioritize customer experience above all else.• Support results and understand financial factors.• Enjoy working with people and value them.• Well-organized and manages time efficiently.• Excited by, adapts well to and thrives in a dynamic and changing work environment.• Shift gears quickly, prioritize and multi-task.• Persevere with confidence in the face of adversity and setbacks.• Use good judgment and make good decisions.• Exhibit focus and thoughtfulness.• Remain calm and in control when situations escalate.• Take responsibility for own actions.• Open to feedback and can reflect on this insight to develop and grow.

EEO Statement

Barnes & Noble is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, hairstyle, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format using a sign language interpreter, or using specialized equipment. Contact (800) 799-5335.