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.
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
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 at firstname.lastname@example.org. 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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Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.