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CUSTOMER RELATIONS REPRESENTATIVE, DUKE UNIVERSITY PRESS (PART TIME)

Employer
Duke University
Location
Duke Univ. Press-Books

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Administrative Jobs
Academic Affairs, International Programs, Publishing & Presses
Jobs Outside Higher Education
Publishers & Presses
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Duke University:

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Duke University Press (DUP) seeks a part-time Customer Relations Representative (Clerk, Senior) for 30 hours of work per week. This position contributes to the overall revenue goals of Duke University Press by providing excellent customer service and advocating for customer needs, as well as by establishing and maintaining relationships with DUP customers.

Duke University Press is strongly-committed to fighting racism and to supporting diversity, equity, inclusion, and accessibility. We welcome applicants who share this commitment.

If interested please submit the University-required electronic application, including your résumé and cover letter, before close of the position at Noon on Monday, July 18, 2022.

Primary Job Responsibilities

A. Customer Communication and Order Processing

  • Receive and process customer orders for Press products, including books and journals
  • Become knowledgeable about Press products and continually update that knowledge through the Press web site, marketing materials, and internal meetings
  • Serve as a primary representative of the Press and its products to customers; interact with wide audience including faculty, students, book and journal editors, authors, institutions, bookstores, and subscription agents
  • Master DUP fulfillment system for processing of all orders and customer information; maintain accurate account and order information; update and enter new information
  • Process book trade, course adoption, gratis, and pre-paid orders according to departmental protocols
  • Enter course information for adoption orders into fulfillment system
  • Place journal orders through the Sheridan Back Issue Express (BIE) system; place Print-On-Demand (POD) orders through Sheridan system
  • Process subscription and book claims, using departmental protocols to determine validity of claim
  • Provide price and product availability information to customers upon request
  • Prepare proforma invoices as requested for print and electronic products (excluding collections)
  • Ensure accuracy of proforma information based on current pricing information

B. Customer Service Team

  • Contribute to alignment of Customer department goals including excellent service, customer retention and expansion of customer base
  • Provide feedback to supervisors regarding the efficiency of the customer service process
  • Suggest improvements to the process
  • Work well within group problem-solving situations
  • Participate in departmental retreats and meetings
  • Assume responsibility for special projects as needed such as processing of electronically-transmitted orders, low-quantity book returns, subscription cancellations, refunds, and account/order modifications

C. Interdepartmental Collaboration

  • Coordinate efforts with marketing departments
  • Assist with implementation of special sales, discounts, and multi-product deals
  • Provide feedback to marketing staff from customers, including problems or concerns regarding web site information and e-commerce
  • Recommend web site FAQ updates based on customer inquiries
  • Collaborate on annual journals pricing release; collaborate with marketing staff to meet the needs of international, institutional, and consortia customers that may require increased assistance or information
  • Communicate with and respond to requests from internal Press customers/stakeholders; coordinate with customer service supervisors and internal stakeholders to determine priorities
  • Serve as liaison to finance department to confirm receipt of subscription payments, resolve payment questions and discrepancies, and ensure payments are accurately posted
  • Process society lifetime memberships

Department-Preferred Skills

  • Outstanding verbal and written communication skills; excellent reading comprehension
  • Detail-oriented; time management skills; ability to multi-task
  • Basic mathematical skills
  • Writing and proofreading skills
  • Problem-solving
  • Database experience
  • Microsoft Office

Minimum Qualifications

Education

Work requires knowledge of basic grammar, mathematical and clerical principles normally acquired through a high school education.

Experience

Work requires one year of related clerical/office support experience to become familiar with accepted office organization, accounting and communications practices. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Organization

Read our Diversity Profile History

Duke University was created in 1924 by James Buchanan Duke as a memorial to his father, Washington Duke. The Dukes, a Durham family that built a worldwide financial empire in the manufacture of tobacco products and developed electricity production in the Carolinas, long had been interested in Trinity College. Trinity traced its roots to 1838 in nearby Randolph County when local Methodist and Quaker communities opened Union Institute. The school, then named Trinity College, moved to Durham in 1892, where Benjamin Newton Duke served as a primary benefactor and link with the Duke family until his death in 1929. In December 1924, the provisions of indenture by Benjamin’s brother, James B. Duke, created the family philanthropic foundation, The Duke Endowment, which provided for the expansion of Trinity College into Duke University.Duke Campus

As a result of the Duke gift, Trinity underwent both physical and academic expansion. The original Durham campus became known as East Campus when it was rebuilt in stately Georgian architecture. West Campus, Gothic in style and dominated by the soaring 210-foot tower of Duke Chapel, opened in 1930. East Campus served as home of the Woman's College of Duke University until 1972, when the men's and women's undergraduate colleges merged. Both men and women undergraduates now enroll in either the Trinity College of Arts & Sciences or the Pratt School of Engineering. In 1995, East Campus became the home for all first-year students.

Duke maintains a historic affiliation with the United Methodist Church.

Home of the Blue Devils, Duke University has about 13,000 undergraduate and graduate students and a world-class faculty helping to expand the frontiers of knowledge. The university has a strong commitment to applying knowledge in service to society, both near its North Carolina campus and around the world.

Mission Statement

Duke Science"James B. Duke's founding Indenture of Duke University directed the members of the University to 'provide real leadership in the educational world' by choosing individuals of 'outstanding character, ability, and vision' to serve as its officers, trustees and faculty; by carefully selecting students of 'character, determination and application;' and by pursuing those areas of teaching and scholarship that would 'most help to develop our resources, increase our wisdom, and promote human happiness.'

“To these ends, the mission of Duke University is to provide a superior liberal education to undergraduate students, attending not only to their intellectual growth but also to their development as adults committed to high ethical standards and full participation as leaders in their communities; to prepare future members of the learned professions for lives of skilled and ethical service by providing excellent graduate and professional education; to advance the frontiers of knowledge and contribute boldly to the international community of scholarship; to promote an intellectual environment built on a commitment to free and open inquiry; to help those who suffer, cure disease, and promote health, through sophisticated medical research and thoughtful patient care; to provide wide ranging educational opportunities, on and beyond our campuses, for traditional students, active professionals and life-long learners using the power of information technologies; and to promote a deep appreciation for the range of human difference and potential, a sense of the obligations and rewards of citizenship, and a commitment to learning, freedom and truth.Duke Meeting

 “By pursuing these objectives with vision and integrity, Duke University seeks to engage the mind, elevate the spirit, and stimulate the best effort of all who are associated with the University; to contribute in diverse ways to the local community, the state, the nation and the world; and to attain and maintain a place of real leadership in all that we do.”

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