Institutional Order Support Specialist

Institutional Order Support Specialist

Barnes & Noble is the leading book retailer in the United States, with roots dating back to 1873 and a long history of growth through innovation and expansion. Today, under CEO James Daunt and private ownership by Elliott Advisors, Barnes & Noble operates approximately 700 bookstores nationwide, serves over 700 communities across all 50 states, and maintains a robust digital presence through BN.com, NOOK eBooks and audiobooks, and educational resources such as SparkNotes. The company also includes complementary retail brands such as Paper Source, Books Inc., Tattered Cover, and B. Dalton, further strengthening its market reach. Following a period of revitalization, Barnes & Noble is experiencing strong momentum, with plans to open approximately 60 new stores in 2026, underscoring renewed confidence in physical retail and local bookselling. Combining expansive store networks, curated selections, enhanced in-store experiences, and growing omnichannel capabilities, Barnes & Noble remains the #1 bookseller in the U.S. and a trusted, evolving partner within the publishing and retail ecosystem.

As an Institutional Order Support Specialist, you are responsible for assisting Retail stores and the business development team by providing product and service information, resolving product and service inquiries via email and/or telephone. Accountable for creating and maintaining B2B records. Responsible of processing institutional and events orders, placing orders with publishers, obtaining pricing and shipping quotes. You will work with various teams and vendors to address any inquiries. All team members back up other areas as needed for taking phone calls, responding to emails, processing orders and side by side training and supporting all areas of the support center as required for business needs.

What you do:

• Handle, research, and resolve all phone and email inquiries/requests from stores promptly, accurately, and efficiently
• Complete all follow-up work related to customer orders
• May be required to work in one or multiple queues and/or skill sets
• Handle outbound calls/emails to multiple vendors for product/order inquiries
• Placing orders with publishers by phone/email
• Work with publisher to check price, availability, and terms
• Work with traffic to arrange shipping
• Support additional duties as necessary in high volume or promotional periods in service center
• Complete work according to standards as determined by supervisor/manager
• Adhere to work schedule as set by the needs of the contact center

Knowledge & Experience:

• Excellent Microsoft Office Suite skills required
• Excellent verbal and written communication skills
• Ability to analyze customer situations and provide solutions
• Troubleshooting, reporting and logical thinking skills
• Organizational and teamwork skills required
• Ability to organize, plan and prioritize workload and follow up
• Communicate effectively, collaboratively, and comfortably with all

Expected Behaviors:

• Curious and continues to develop deep knowledge about books and the industry.
• Prioritize customer experience above all else.
• Support results and understand financial factors.
• Enjoy working with people and value them.
• Well-organized and manages time efficiently.
• Excited by, adapts well to and thrives in a dynamic and changing work environment.
• Shift gears quickly, prioritize and multi-task.
• Persevere with confidence in the face of adversity and setbacks.
• Use good judgment and make good decisions.
• Exhibit focus and thoughtfulness.
• Remain calm and in control when situations escalate.
• Take responsibility for own actions.
• Open to feedback and can reflect on this insight to develop and grow.

Benefits for those who are scheduled to work less than 20 hours per week include Employee Discount, EAP and Sick Pay. For those scheduled to work between 20 and 29.99 benefits include Employee Discount, EAP, Sick Pay and Paid Time Off including paid Maternity and Parental Leave, Company Paid Holidays, Transit and 401(k) with Company Match. For those scheduled to work 30 hours or more benefits include Employee Discount, EAP, Sick Pay and Paid Time Off including paid Maternity and Parental Leave, Company Paid Holidays, 401(k) with Company Match, Comprehensive Health Benefits (Medical, Dental and Vision), Healthcare and Dependent Care Spending Accounts, Healthcare Spending Account, Disability Benefits, Life Insurance, Transit, and Tuition Reimbursement. All benefits provided are in accordance with the terms of the current plan and may be subject to future change. Benefit may vary depending on location/state regulations. More information can be received by the recruiter or Human Resources. An employee in this position can expect a starting hourly rate of $ 17.00, depending on experience, seniority, geographic location, and other factors permitted by law.