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Sr. Customer Service Representative

Johns Hopkins University

Details

Posted: 04-Jun-22

Location: Baltimore, Maryland

Salary: Open

Internal Number: 87656-en_US

Johns Hopkins University Press is seeking a Senior Customer Service Representative who will be responsible for supporting HFS Clients and customers. This individual 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.

Hopkins Fulfillment Services provides sales and distribution services for university presses and non-profits. This is a frontline role that serves as the main point of contact for JHU's retail, wholesale, and private customers seeking to make purchases. This role is interactive and operational in nature. Requires interaction with retail stores, wholesalers, college professors, college presses, authors, and the general public. This role also requires an ability to process a wide variety of order types, and the utilization of a significant number of programs to facilitate these orders. An additional function of this role is the timely and strategic distribution of work. We support our staff with training and professional development and a positive work environment. This position reports to the Operations Fulfillment Manager.

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, while giving a 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:

Timely management of all incoming email; sorting and assigning to other members of the team
Assigning and ensuring the timely resolution of emailed inquiries and orders
Handle orders and inquiries as part of a multi-person call center
Daily processing of receivings; additional coordination with warehousing vendor
Processing payments and credit requests using standard security compliance
Addressing customer/client escalations professionally and expeditiously
Processing requested reporting and other customer and client requests
Weave equity, justice, and inclusion principles into all aspects of the work
Other duties as assigned

Minimum Qualifications (Mandatory):

High School Diploma/GED required
Additional education may substitute for experience in accordance with the JHU equivalency formula*
Minimum of (3) years in a customer service and/or data entry environment

* JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Preferred Qualifications:

Experience in publishing and/or distribution
Intermediate/Advanced PC and Database experience (especially IBS AS-400 or other ERP systems)
Experience working collaboratively with peers who work in person and remotely
Collaborative mindset; able to work extensively with others on the team to complete shared goals
Strategic thinking with an ability to craft long term plans and identify potential obstacles
Excellent critical thinking and communication skills
Superior problem-solving skills including using analytics to drive decisions
Creative thinker; embracing new ideas; passionate about developing the potential of JHUP
Inclusive in decision-making and problem-solving
Excel in effective use of resources; keen self-awareness of strengths and weaknesses

Special Knowledge, Skills & Abilities:

Database experience and a willingness to learn new systems and software
Ability to prioritize tasks with minimal direct supervision
Skillful and strategic time and task management
Demonstrated experience using multiple tools to resolve customer issues in real time
Extremely detail-oriented with an ability to think critically
Solutions-oriented
Consistent ability to understand complex customer scenarios
Ability to provide comprehensive training to others
Strong communication skills

Classified Title: Sr. Customer Service Representative
Working Title: Sr. Customer Service Representative
Role/Level/Range: ATO 37.5/02/OD
Starting Salary Range: $15.41 - $21.21 per hour
Employee group: Full Time
Schedule: M-F 7.5 hrs./day
Exempt Status: Non-Exempt
Location: Hybrid/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 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.

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

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

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About Johns Hopkins University

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.

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