Customer Service Coordinator

General Summary/Purpose

Project MUSE is a multi-million dollar electronic database of academic journals and monographs in the humanities and social sciences. We produce over 700 academic journals as well as front-list and back-list monographs from approximately 300 academic publishers. Project MUSE is a division within The Johns Hopkins University Press, one of the largest of the US-based university presses. In continuous operation since 1878, the Press remains a leader in scholarly book, journal, and digital publishing.

This position reports to the Associate Direct of Project MUSE, Director of Finance and Operations. Support includes managing data from over 70,000 books, 700 journals and 300 publisher and a customer base of ~3,000 institution as well as individuals.

Position works independently as part of a small Customer Support team. Approximately 30% of the position is dedicated to business functions and 70% to customer support.

Specific Duties & Responsibilities

• Process books orders, journal renewals and payments for all electronic products within Project MUSE through the THINK fulfillment system
• Provide both highly technical and non-technical customer support to both external and internal clients
• Troubleshooting access control issues for collection and individual sales requiring an understanding of many institutional authentication methods such as IP, Shibboleth, referring URL, open URL
• Assist with the testing of workflows, upgrading of systems and new product offerings
• Create and maintain documentation for workflows and processes
• Create and generate reports using THINK, Report Writer and Crystal Reporting
• Recommend policy and procedure changes for efficiencies

Business Support job duties include:

• Create bi-monthly journal sales reporting on paid and accounts receivable activity
• Run crystal reporting on journal and book sales and customer access bi-monthly
• Serve as point of contact for publisher questions via a shared mailbox, coordinate communication with other MUSE departments
• Maintain contact information for Books, Journals and Open Access publishers
• Create and track vendor setups and updates for publisher royalty and sales distribution payments using PaymentWorks
• Assist with creation and mailing of book semi-annual and journal quarterly publisher statements of over $20 million annually
• Recommend and develop workflows for operational efficiencies

Minimum Qualifications(Required)

• High School Diploma/GED required.
• Three (3) years of related work experience required.

Preferred Qualifications

• Three years or more of fulfillment and digital publishing experience, preferred
• Working knowledge of THINK fulfillment system, preferred
• Working knowledge of Crystal Reports, preferred
• Experience with the LiveAgent ticketing system, preferred
• Experience with SAP or similar accounting system

Special Knowledge, Skills, and Abilities

• Must have working knowledge of Excel, Word, Adobe, as well as a comfort level with internet products and services
• Basic understanding of library systems and services
• Strong organizational and communications skills
• Must work well collaboratively with multiple departments
• Work independently
• Strong problem solving, communication and relationship building skills
• This position requires innovation with regard to improved tools to make the product easier to use, and suggestions to improve the customer services experience.

Classified Title: Customer Service Coordinator
Working Title: Customer Service Coordinator
Role/Level/Range: ATO 37.5/03/OE
Starting Pay Rate Range:$17.42 - $23.95/ Commensurate with Experience
Employee group: Full Time
Schedule:Monday - Friday, 8:30 am - 5 pm / 37.50 hrs per week
Exempt Status: Non-Exempt
Location:01-MD:Homewood Campus
Department name: 10000136-MUSE Administration
Personnel area: Academic and Business Centers

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office atjhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

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