Customer Support Coordinator
Johns Hopkins University Press seeks a Customer Support Coordinator who will be responsible for managing support of over 90,000 books, 800 journals, 300 publishers to a customer base of ~3,000 institutions as well as individuals for Project MUSE. The Customer Support Coordinator will join a team of exceptional professionals committed to bringing the benefits of discovery to the world by providing global access, impact, and influence for the scholarship that we publish and distribute. This position will help to ensure that the Press is a leader in the selection and development of innovative ideas and scholarship; the creation of pioneering technologies to enhance discovery and learning; and the connection of people to the most trusted knowledge from global researchers, scholars, and educators.

Project MUSE is a division of Johns Hopkins University Press. The Press is a leader in publishing and distributing the works of eminent scholars and researchers and connecting them to readers around the world. Founded in 1878, the Press is the oldest continuously operating university press in the United States as well as one of the largest.

For over 25 years, Project MUSE has been the trusted and reliable source of complete, full-text digital versions of scholarly journals and books from many of the world's leading universities and scholarly societies. Thousands of libraries worldwide subscribe to the MUSE platform to serve the research and instructional needs of their faculty, staff, and students. A variety of purchase and subscription options are offered to institutional customers, along with selected article purchasing for individual users, and a large body of content is freely available to all under “open access” arrangements.

The Customer Support Coordinator reports to the Customer Support Supervisor. Approximately 20% of the positions time is used toward MUSE business functions with the majority of the time focused on customer support.

The Press is committed to honoring every person's inherent dignity as human beings and making that the foundation of our organizational culture. We proactively find ways to ensure opportunities that promote justice, equity, diversity and inclusion. We strive to publish courageously, - giving voice to groundbreaking ideas. We support each other and our stakeholders and envision a future where knowledge enriches the lives of every person. The successful candidate will join a welcoming community that is inclusive and values the contributions and perspectives of individuals from all backgrounds.

Specific Duties & Responsibilities:

Customer Support Job Duties include:

• 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
• Ability to work independently as well as part of a team
• Weave equity, justice, and inclusion principles into all aspects of the work.
• Recommend policy and procedure changes for efficiencies

Business Support Job Duties include:

• Create reporting as necessary in crystal and Excel
• Serve as a point of contact for publisher contact and vendor updates
• 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 (Mandatory):

• High School Diploma or equivalent required.
• Three to five years of related work experience, preferably 3 years or more of fulfillment and digital publishing experience.
• Must have working knowledge of Excel, Word, Adobe, as well as a comfort level with internet products and services.
• Excellent written and oral communication, troubleshooting and organizational skills.

Preferred Qualifications:

• Working knowledge of THINK fulfillment system.
• Working knowledge of Crystal Reports.
• Experience with the LiveAgent or similar ticketing system.
• Experience with SAP or similar accounting system.
• Basic understanding of library systems and services.
• Superior problem-solving skills including using analytics to drive decisions.
• Excellent critical thinking and communication skills.
• Creative thinker; embracing new ideas; passionate about developing the potential of Hopkins Press.
• Inclusive in decision-making and problem-solving.
• Excel in effective use of resources; keen self-awareness of strengths and weaknesses.
• 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
Role/Level/Range: ATO 37.5/03/OE
Starting Salary Range: $17.59 - $24.80/hr (commensurate with experience)
Employee group: Full Time
Schedule: M-F 8:30 am - 5:00 pm
Exempt Status: Non-Exempt
Location: Hybrid/Homewood Campus
Department name: MUSE Administration
Personnel area: Academic and Business Centers

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

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law
Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Accommodation Information

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 Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.

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.

Note: Job Postings are updated daily and remain online until filled.


To apply, visit https://jobs.jhu.edu/job/Baltimore-Customer-Support-Coordinator-MD-21218/906988900/








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