The Press fulfillment operation, HFS, services 14 client presses in every aspect of fulfillment services, including order processing, collection management, warehousing, fulfillment, and digital distribution services. A manager is required to lead the customer service team and uphold existing standards of service. The position will report directly to HFS's Director.
NOTE: This position is remote eligible during the pandemic. Once campus reopens, this position will be expected to report to the Homewood campus (Baltimore, MD) on a regular basis.
Primary Duties and Responsibilities:
The Fulfillment Operations Manager is responsible for the day-to-day administration of Hopkins Fulfillment Services.
Including, but not limited to:
Direct Management of activities within the Johns Hopkins University Press Fulfillment division including order processing, distribution, and collections. This includes monitoring transactions in the system, training CSRs, scheduling, and managing the workload with the assistance of the Assistant Manager and Customer Service Coordinator.
Manage and prepare monthly billing statements to client presses.
Manage day-to-day relationships with client presses, including regular communication with clients.
Insure that the HFS standards of service for customers and clients are met.
Manage HFS staff and make hiring, evaluation, pay, and disciplinary decisions. Organize and conduct annual and semi-annual employee reviews.
Primary liaison for wholesalers, retailers, libraries, individual customers, external distribution partners, and internal management.
Work with IT to initiate new projects and manage tickets.
Act as a primary liaison with our distribution partner, Maple Vail.
With the assistance of JHUP IT personnel and HFS staff, support the implementation of new client presses to the HFS division.
Oversee and manage scheduling and attendance issues within the department.
Approve and process bills from vendors for payment.
Organize and run monthly staff meetings
Bachelor's degree required.
Related Work Experience:
5 years of work experience in a book publishing, customer service, and/ or distribution environment. Supervisory experience required.
Additional years of experience preferred.
Previous publishing work experience, especially with a distributor, a plus.
Special Skills / Knowledge:
Candidate should have excellent communication abilities, customer service skills, knowledge of databases, bookkeeping skills, book industry knowledge, and be extremely attentive to details.
Machines or Equipment used on the Job and % of Time Used:
Desktop computer (75%)
Photocopier and scanner (5%)
Computer or Other Special Needs for the Position:
Ideal candidate will have excellent computer skills and high degree of familiarity with databases, specifically those used for order processing, billing, and reporting.
Other required software skills include MS Office (particularly Excel and Outlook) and Adobe Acrobat.
Experience with a customer service environment and call center is required.
A general understanding of the publishing industry is preferred. Experience with Bookmaster and Filemaker software's a plus.
Degree of Independent Action Performed on the Job:
High degree of autonomy will be expected from candidate after an initial orientation to the division.
Candidate will be asked to engage frequently and make instantaneous decisions while conferring with internal and external clients, personnel, and senior management.
The ideal candidate will be a quick thinking, highly motivated individual to whom additional responsibilities will be transferred.
Classified Title: Customer Service Manager Working Title: Fulfillment Operations Manager Role/Level/Range: ATP/04/PD Starting Salary Range: $59,280 - $81,435 Employee group: Full Time Schedule: Mon-Fri, 8:30 am - 5 pm Exempt Status: Exempt Location: 01-MD:Homewood Campus Department name: 10000133-HFS Fulfillment 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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