Order Operations Coordinator

At Macmillan Learning, we're committed to driving innovation that transforms education. We seek team members who thrive on pushing boundaries, envisioning future possibilities, and building solutions that make a lasting impact. Whether you're a Pioneer shaping bold new ideas, a Builder turning possibilities into reality, or a Stabilizer optimizing for success, you'll play a vital role in advancing our mission. If you're excited by the prospect of testing new technologies, implementing transformative strategies, and thriving in a fast-paced, innovative environment, we'd love to hear from you!

The Order Operations Coordinator is essential in ensuring accurate, efficient order fulfillment and enhancing customer experience across both high school and higher education segments. This role manages key processes with High School orders and the Inclusive Access program for higher education. This role provides essential support to both high school and higher education initiatives, contributing to operational efficiency and a seamless customer experience through proactive and consistent order management. The role requires a high level of attention to detail, problem-solving skills, and effective collaboration with internal teams. The ability to manage multiple priorities and adapt quickly is critical during peak seasons, when responsibilities shift to meet varying customer needs. This is a hybrid role based in the Hamilton, NJ office. 1-2 days a week are required in the office.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We strongly encourage and welcome applications from individuals of all backgrounds, including women and people of color, to apply for this role. We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes. We believe in fostering a diverse and inclusive workplace, and we recognize that unique perspectives and experiences contribute to the strength of our team. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. We value your potential, and we are committed to providing a supportive and inclusive environment where all individuals can thrive and contribute their best.

Major responsibilities include, but are not limited to:

• Monitor reports and dashboards to ensure digital order fulfillment is accurate, with correct information on opportunities.
• Process digital orders promptly to facilitate seamless access to BFW materials.
• Review order reports to identify and resolve any issues related to orders.
• Address queries related to purchase orders, access, tracking, damages, returns, billing, and other inquiries, ensuring clear, timely communication.
• Collaborate with sales representatives and customers to resolve credit holds, cancellations, order inquiries, and re-quote requests.
• Prepare price quotes and manage special pricing requests for Inclusive Access customers.
• Ensure data accuracy in Salesforce for all Inclusive Access orders.
• Process access code requests via Jira, ensuring efficient order completion.
• Track and manage Census data, supporting accurate enrollment tracking.
• Set up auto-enrollment for instant access and communicate effectively with both internal teams and external service providers.
• Identify and suggest improvements for process efficiency and customer satisfaction.

Required Qualifications:

• 1-2 years of experience in customer service, sales operations, or order management, ideally within educational or publishing sectors.
• Exceptional time management and organizational skills, with a strong ability to prioritize and manage tasks.
• Solutions-oriented approach with the ability to manage multiple priorities, especially during peak periods.
• Excellent communication and collaboration skills for engaging with Sales and Customer Experience teams.
• Experience in customer-facing roles, demonstrating high-quality service delivery.
• Strong analytical skills and attention to detail.
• Proven success working collaboratively across departments.

Preferred Qualifications:

• Bachelor's degree in business administration, operations, or a related field.
• Familiarity with educational products or experience within the education industry.
• Experience with order fulfillment systems (e.g., CRM, ERP) and reporting tools (e.g., Cognos).
• Passion for emerging technologies and how they can improve order processing, reporting, or customer engagement (e.g., AI-assisted tools, automation platforms, data visualization dashboards).
• Demonstrated willingness to take initiative and experiment with process improvements, even in operational or support-focused roles.
• Comfortable navigating ambiguity and adapting to change, particularly in evolving areas like Inclusive Access models or digital fulfillment workflows.
• Ability to thrive in a role that requires problem-solving, creative thinking, and cross-functional collaboration to resolve issues or improve service delivery.

Salary Range: $47,000- $53,000/year.

Exemption Status: Non Exempt

Physical Requirements: Must be able to concentrate and multi-task for long periods of time in a noisy/busy environment

This is a hybrid role based in the Hamilton, NJ office. 1-2 days a week are required in the office.

Benefits

Regular full-time and qualifying part-time employees and their dependents are eligible for Macmillan benefits, effective on the employee's date of hire. Macmillan also offers health benefits coverage to qualifying same-sex and opposite-sex domestic partners (may require additional documentation) of active employees.

• Competitive pay and bonus plan
• Generous Health Benefits (Medical, Dental, Vision)
• Contributions to your 401k retirement account through Fidelity
• Generous paid time off, sick time, floating holidays, and paid holidays (Spring Reset Day , Juneteenth, Indigenous People's Day, Election Day, and more!)
• Employee Assistance Program, Education Assistance Program
• 100% employer-paid life and AD&D insurance
• And much more!

Macmillan Learning is a privately-held, family-owned company that inspires what's possible for every learner. We envision a world in which every learner succeeds. Through our content, tools and services, we aim to make that a reality. To learn more, please visit macmillanlearning.com, join our Macmillan Community, stay connected to our Learning Stories blogs, or see us on LinkedIn, Facebook, or X. Macmillan Learning is a division of the Holtzbrinck Publishing Group, a global media company headquartered in Stuttgart, Germany.

We are an Equal Opportunity Employer. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, veteran, family and economic status and background, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels. You can read more about our Diversity, Equity, & Inclusion initiatives here.

The successful candidate for this position will be an employee of Bedford, Freeman & Worth Publishing Group, LLC d/b/a Macmillan Learning. Bedford Freeman & Worth Publishing Group, LLC has developed an affirmative action program in compliance with the NY Department of Education's guidance. Portions of the affirmative action program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.