Scholastic

Customer Success Manager

• Provide customer service resolution across various supported programs.
• Assist in supporting our sales teams with customer related issues.
• Perform outbound call campaigns and provide support on special service-related programs.
• Perform special projects, help and support new hire and peer-led training.
• Assist in managing service levels and work schedule adherence.
• Handle all customer calls, faxes and e-mails; prioritize customer needs and respond in a timely, accurate, courteous and professional manner across supported programs.
• Resolve product or service problems by clarifying the customer's issue, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, following up to ensure resolution, and escalating as necessary.
• Provide customer assistance with operations and distribution related concerns, when required.
• Assist with business initiatives when requested during non-peak time frames.
• Maintain high level process, product, and program knowledge in order to make appropriate suggestions on the best course of action relating to customer questions and concerns.
• Ensure all Scholastic Book Fairs policies and procedures relating to customer concerns are followed, adhered to and documented within the appropriate systems.
• Maintain strong working relationships with the sales team to ensure connectivity between processes and customer satisfaction.
• Maintain regular attendance in accordance to schedule with the ability to work overtime and flexible with varying shifts as needed.
• Understand and model Scholastic’s mission; contribute to Scholastic’s culture, values, and goals.
• Participate in team training programs, meetings and other activities as appropriate.

Customer Success Agent

Sales

• Maximize Book Fair penetration by effectively prospecting new schools and building strong customer relationships to maintain Fair rebooking rates
• Develop and execute strategic sales plans to achieve revenue targets and maximize sales opportunities within the assigned territory
• Identify new business opportunities and cultivate relationships with prospective customers to expand market presence and drive sales growth
• Build and maintain strong relationships with existing customers; proactively engage to identify upsell and cross-sell opportunities
• Establish and nurture relationships with key stakeholders, decision-makers, and influencers within customer organizations
• Effectively manage territory activities, including prospecting, lead generation, pipeline management, and sales forecasting
• Utilize CRM systems and sales tools to track customer interactions, manage sales pipelines, and optimize territory performance
• Stay informed about industry trends, market dynamics, competitor activities, and customer needs; gather and analyze customer feedback and market data
• Plan and schedule events to minimize cancellations and optimize event schedules, ensuring smooth operations and maximized profits
• Support the territory pod as a whole until an opening becomes available and act as a passionate advocate for reading

Sales Consultant

Manager

• Own and manage HTS classification processes across the corporation
• Oversee external classification subcontractors to ensure accuracy and regulatory compliance
• Maintain and enhance classification systems, tools, and documentation
• Lead tariff engineering workshops with product development and engineering teams
• Advise on product design implications related to duty optimization and classification strategy
• Serve as global owner of HTS classification systems and processes and develop SOPs, governance frameworks, and training materials
• Ensure accurate and complete documentation for all import and export transactions, validate product data, country of origin, valuation, and licensing requirements
• Monitor changes in trade regulations, conduct internal audits and support external audits related to trade compliance
• Partner with Legal, Supply Chain, Logistics, Product Development, and Finance teams
• Report to the Sr. Manager of Global Trade Process, Security & Compliance and provide backup support on strategic initiatives

Senior Manager, Global Trade

• Lead and manage a geographically distributed team of Deskside and Field Support Technicians and Supervisors
• Ensure delivery of high-quality IT support services across corporate offices, field locations, and remote environments
• Accountable for team performance, service delivery excellence, budget adherence, stakeholder engagement, and execution of IT support projects
• Directly manage and mentor technicians and supervisors; set performance expectations and conduct appraisals
• Develop and implement training plans; ensure adequate staffing and coverage
• Oversee daily deskside and field support operations; monitor SLA compliance, ticket queues, and customer satisfaction metrics
• Own asset lifecycle management including procurement, inventory, deployment, and decommissioning
• Coordinate hardware installations, office openings, relocations, and closures; ensure compliance with IT policies
• Develop and manage annual budget; collaborate with procurement and finance for purchasing and vendor management
• Partner with Technology Operations, Systems Engineering, Desktop Engineering, and business stakeholders
• Lead IT support projects including hardware refreshes, software rollouts, and infrastructure upgrades

Deskside and Field Support Manager

Account Executive

• Scholastic Book Fairs are wondrous in-person experiences that empower kids to discover books for themselves.
• Taking place in schools and rooted in Scholastic’s greater mission to use the power of books for the betterment of all kids, Fairs bring entire communities together.
• At Scholastic Book Fairs, we bring “the best school day of the year” in 110,000 unique pop-up shops annually.
• Irresistibly defying expectations of how one must act in a library, Fairs raise over 200 million dollars in funds and resources for schools that host Fairs.
• And we’re just getting started… We’re here to deliver an experience that inspires kids toward greatness.
• In everything we do, we are committed to ensuring every kid, parent, caregiver, teen/tween, book fair organizer, and Employee feels seen, respected, and welcome as part of the Scholastic Book Fairs family.
• We are currently in search of New Business Sales Representatives to help secure new opportunities and grow the Book Fair business.
• These full-time positions offer medical, dental and vision benefits, a Paid Time Off program that includes vacation, personal and sick time, a generous 50% off discount on Scholastic merchandise, 401k with a company match, and the possibility of summers off.
• In additions to the base rate, Scholastic offers a Sales Compensation program which includes the opportunity to earn annual incentives.
• This Net Revenue Bonus enables participants to earn 1.5% of all Net Revenue booked from their assigned prospects.
• Earned bonuses are paid annually and do not have a maximum earnings cap.
• Qualified candidate will be able to achieve budgeted Fair Counts, net revenue and overall sales program goals through effective execution of the sales and servicing methods of the company.
• They will support our mission to encourage reading and promote lifelong learning and demonstrate our values of caring and respect for all people.
• Please note this role is open to candidates outside of Colorado, California, New York, and Washington.
• The information below is provided for candidates hired in those locations.
• The estimated base pay range (not including incentives) for this role is $48,000 - $54,000 per year.

Customer Success Agent

Sales Consultant

Senior Manager, Global Trade

Deskside and Field Support Manager

New Business Sales Representative, Work from Home