Customer Operations Representative

Follett Content Solutions

Dedicated Customer Ops Rep providing advanced customer support to educators at Follett Content Solutions. Managing order lifecycle, customer onboarding, and liaising with cross-functional teams to improve services.

Posted 4/11/2026full-timeMcHenry • Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $21 - $23 per hourWebsite

About the role

Key responsibilities & impact

Provides seamless, excellent customer experience by delivering advanced customer support to assigned customer accounts and their Library Sales Representatives.
Responsible for order management, promotion of products along with company initiatives.
Support customers and deliver a great experience: Serve as main contact for assigned customers; develop trust through regular communication and follow-up.
Onboard new customers including: configuring accounts, providing training and ensuring a great experience from order through delivery.
Troubleshoot and resolve customer issues quickly and professionally, own cases to resolution and document outcomes.
Escalate technical, billing, or operational issues to appropriate teams and drive timely follow-through until resolved.
Act as liaison between customers and internal teams (sales, product, operations, finance, logistics, technical support) to coordinate requests and align expectations.
Manage order lifecycle: Resolves questions/issues on orders, tracks status and coordinates any required updates/changes.
Support the sales team with pre- and post-sales activities Create and maintain accurate customer records such as order and case notes.
Proactively identify account risk and opportunities for increased value; communicate insights or concerns to supervisor and sales team.
Contribute to process improvements, knowledge base articles, and customer-facing materials.
Partner with Sales and Customer Success to identify upsell/renewal opportunities and support revenue growth through proactive account engagement.
Drive adoption of new products, processes, and tools by educating customers and collecting feedback to inform product and go-to-market improvements.

Requirements

What you’ll need

3-5 years of experience
High School Diploma or Equivalent
Proficient with CRM systems (e.g., Salesforce) and Microsoft Office Suite.
Exceptional attention to detail with a strong ability to complete repetitive tasks accurately.
Excellent planning and organizational skills, with the ability to manage multiple priorities and meet deadlines.
Strong written and verbal communication skills.
Proactive, resourceful, and solution oriented.
Strong time management skills with ability to prioritize appropriately and handle multiple accounts simultaneously.

Benefits

Comp & perks

🌐 Worldwide Post a Job Affiliates ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs Account Follett Content Solutions Website LinkedIn All Job Openings 501 - 1000 employees 📚 Education 🛍️ eCommerce 🤝 B2B Education
eCommerce
B2B Follett Content Solutions is a provider of book acquisition, collection development, and library services for PreK–12 schools and public libraries. It operates Titlewave, an online bookstore and collection-management platform offering curated catalogs, data-driven collection analysis (TitleWise), real-time availability, fast fulfillment, durable binding (FollettBound®), cataloging/processing, and classroom resources like book fairs, curated packs, and professional development to support teachers and librarians. Customer Operations Representative 🔥 0 minutes ago 🏢🏡 McHenry – Hybrid 💵 $21 - $23 / hour ⏰ Full Time 🟡 Mid-level 🟠 Senior ⚙️ Operations Apply Now Find Hiring Managers Customize resume for this job ☆ Save ☑️ Mark as applied ❌ Hide Report problem 📋 Description
Provides seamless, excellent customer experience by delivering advanced customer support to assigned customer accounts and their Library Sales Representatives.
Responsible for order management, promotion of products along with company initiatives.
Support customers and deliver a great experience: Serve as main contact for assigned customers; develop trust through regular communication and follow-up.
Onboard new customers including: configuring accounts, providing training and ensuring a great experience from order through delivery.
Troubleshoot and resolve customer issues quickly and professionally, own cases to resolution and document outcomes.
Escalate technical, billing, or operational issues to appropriate teams and drive timely follow-through until resolved.
Act as liaison between customers and internal teams (sales, product, operations, finance, logistics, technical support) to coordinate requests and align expectations.
Manage order lifecycle: Resolves questions/issues on orders, tracks status and coordinates any required updates/changes.
Support the sales team with pre- and post-sales activities Create and maintain accurate customer records such as order and case notes.
Proactively identify account risk and opportunities for increased value; communicate insights or concerns to supervisor and sales team.
Contribute to process improvements, knowledge base articles, and customer-facing materials.
Partner with Sales and Customer Success to identify upsell/renewal opportunities and support revenue growth through proactive account engagement.
Drive adoption of new products, processes, and tools by educating customers and collecting feedback to inform product and go-to-market improvements. 🎯 Requirements
3-5 years of experience
High School Diploma or Equivalent
Proficient with CRM systems (e.g., Salesforce) and Microsoft Office Suite.
Exceptional attention to detail with a strong ability to complete repetitive tasks accurately.
Excellent planning and organizational skills, with the ability to manage multiple priorities and meet deadlines.
Strong written and verbal communication skills.
Proactive, resourceful, and solution oriented.
Strong time management skills with ability to prioritize appropriately and handle multiple accounts simultaneously. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

order managementcustomer supporttroubleshootingcase documentationprocess improvementsaccount configurationcustomer trainingupsellingrenewal opportunitiescustomer engagement

Soft Skills

attention to detailplanningorganizational skillscommunication skillsproactiveresourcefulsolution orientedtime managementability to prioritizerelationship building

Certifications

High School DiplomaEquivalent