Global Operations Specialist

Discovery Education is seeking a Global Operations Specialist to join our Global Operations Team. As a Operation Specialist, you will be helping administrators and teachers receive the physical goods they have ordered as well as helping resolve any problems that may arise. This individual shares a passion for education and is an empathetic, efficient problem solver who loves to make people's day.

The Specialist will collaborate with multiple teams during the order fulfillment process to ensure information is complete and set accurate expectations. Throughout the sales season, the Specialist will provide updates on order status, assist with customer outreach, identify patterns or trends to share with the team, and quickly respond to teacher emails or calls.

You will report to the Manager of Order & Fulfillment. Although we are headquartered in Charlotte, NC this position can be remote if necessary.

Who are You?

You possess a proven track record in education or customer success with the ability to understand and effectively resolve problems in a complex, high-needs situation. You will have demonstrable success in prioritizing your day-to-day tasks, strong attention to detail and the ability to manage a diverse workload.

• Do you find satisfaction in delighting customers by solving their problems, and caring for them in a friendly, fun and professional way?
• Do you approach problems with curiosity, critical thinking, and an eye for optimization to move fast while maintaining meticulous attention to each important detail?
• Are you technologically inclined and eager to learn systems that allow you to manage a high volume of different requests?

• Are you able to work from your home office?
• Reliable Internet (High-speed, dedicated)
• Dedicated area (professional, noise-controlled)
  

About The Role

As an Operation Specialist, your primary focus will be offering support and guidance to finalize orders in a timely manner. We respond to both customer and internal team inquiries via email, phone, Slack, and the occasional Zoom. This also includes inquiries that arise after the order is finalized which will be tracked by cases. Our customers and internal teams will come to us with a wide range of questions, from how to remove sales tax from their order, to when tracking will be available. You will work closely with a dynamic and supportive team that values collaborative problem-solving and puts the success of teachers at the forefront of everything we do.

• Manage and review documents submitted by customers before processing and updating their order
• Verify shipping details are complete before sending an order to the warehouse for fulfillment
• Owning the delivery of materials and notifying internal teams and customers when there is an issue with delivering an order
• Collect, document, and analyze feedback provided by teachers to create a post highlighting positive and negative trends that will be shared with internal teams.
• Actively support and communicate updates to partners and internal teams specific to order fulfillment and shipping
• Analyze spreadsheet reports received from our warehouses to update order statuses and provide insight to internal teams when necessary.
• Continue to provide feedback to help support internal teams and customers as processes change and improve
• Manage incoming inquiries and Identify ones that need to be escalated in a timely manner and notify the appropriate person/team.
  
  

Requirements

• Proficient in Microsoft Office Suites; experience with Zendesk and Salesforce is a plus.
• Understanding of educational technology in classrooms; experience handling customer orders; ability to approach problems creatively; easily coachable.
• At least 3 years in customer success or education.
• Associate’s degree or higher or equivalent.
• Understanding of general order and shipping processes like ordering from Amazon, receiving order confirmations, shipment confirmations and how to read tracking details on carrier websites.
• Knowledge of how to gather and analyze data to efficiently solve problems.
• Understanding of educational technology in classrooms.
• Excellent written and oral communication as well as strong interpersonal skills.
• Ability to manage/prioritize multiple tasks and demonstrate a problem solving/solution-oriented approach.
• Has strong organization skills to support a very fast paced and detail-oriented position.
• Legal right to work in the United States.
  
  

Benefits

We are proud to offer employees and their families a comprehensive benefits package:

• Medical-Dental-Vision
• Health Care Dependent Care
• Short & Long Term Disability
• Summer Hours
• Life Insurance
• 401(k)
• FSA/HSA
• Paid Time Off
• Volunteer Time
• Employee Assistance Program
• 7 Paid Holidays Annual Winter Holiday Break (Typically the last week of December)
  
  

Discovery Education is an equal opportunity employer. Discovery Education is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

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