Specialty Product Support Analyst

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As a Specialty Product Support Analyst, you work with many departments within Barnes & Noble as well as with customers, outside vendors and couriers. You work both independently and as part of a team. Your goal is to resolve issues quickly, with cost effectiveness in mind.

Essential Functions

Daily responsibilities would include:
• Troubleshoot problems with shipments for customers and special product vendors. Minimize return costs and shipment errors.
• Provide guidance and assistance for Specialty Vendor account set ups and maintenance.
• Provide guidance & direction to the customers and the couriers for shipment issues and return pick-ups to our warehouse or to specialty product vendors.
• Process orders for institutional customers.
• Resolve customer and corporate escalations in regards to Specialty Products and shipment issues.
• Perform or handle special assignments as needed


• Strong organization, time-management, prioritization, multi-tasking, independent-decision making, problem-solving, interpersonal, analytical, etc. skills.
• Works well under deadlines, self-starter, innovative, team-oriented, customer-focused, etc.
• Knowledge and understanding of the principles of customer service and shipping.
• Experienced in Microsoft Office, Oracle, Outlook.
• Holiday, weekend and overtime work when needed.
• 2+ years of Customer Service technologies
• Minimum High School Diploma or equivalent
• Knowledge of Oracle, Microsoft Excel, MS Word, & MS Outlook: Computer & Internet savvy a must.
• Strong communication skills: both written and oral.
• Analytical, excellent decision-making and issue resolution skills
• Proven analytical skills and problem-solving abilities
• Work well independently and with a team
• Organized, detail-oriented, as well as high-level thinker
• Demonstrated ability to quickly learn complex technologies


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