Sr. Customer Service Representative (Hopkins Fulfillment Services)

Sr. Customer Service Representative

We are seeking a Sr. Customer Service Representative (CSR) who will serve as a frontline representative for Hopkins Fulfillment Services (HFS) of the Johns Hopkins University Press. This position provides essential customer support services to membership societies, libraries, distributed clients, retail stores, wholesalers, college presses, authors, and the general public. The role is interactive and operational, requiring excellent problem-solving skills, attention to detail, and the ability to manage a high volume of multichannel correspondence and order types. The CSR is also responsible for specialized reporting, order processing, and assisting in training new staff. This position reports to the Assistant Director - HFS.

The CSR 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.

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 Diversity, Equity, Inclusion and Access. 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

• Manage ingestion of subscription, membership, and/or general orders into proprietary fulfillment systems correctly and in a timely manner.
• Process order payments, claims, credit requests, and check refunds using standard compliance procedures.
• Assist subscribers, members, and customers with account maintenance (passwords, address changes, undeliverable accounts) and access to the digital versions of journals or books.
• Process daily receiving and coordinate with warehousing vendors.
• Provide professional, timely responses to phone, email, chat and web inquiries from subscribers, members, society leaders, subscription agents, bookstores, retail stores, and wholesalers.
• Address escalated customer and client issues professionally and expeditiously.
• Document customer interactions and maintain accurate records of inquiries and resolutions.
• Run daily and monthly reports to monitor account status, order processing, and payment activity.
• Assist with agent imports, conversion lists, gratis lists, and other specialized reporting as assigned.
• Assist in training new staff and cross-training existing staff as needed.
• Utilize multiple programs and specialized databases to manage subscriptions, payments, and order fulfillment.

Minimum Qualifications

• High School Diploma or graduation equivalent.
• Two years customer service and data entry experience.
• Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.