Journals Customer Service Manager

Baltimore, MD, United States

Johns Hopkins University Press seeks a Journals Customer Service Manager who will be responsible for strategic leadership of the Journals Customer Service Department. The Journals Customer Service Manager 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 Journals Customer Service Manager leads the Journals Customer Service Department, which processes several million dollars of orders annually, manages subscription fulfillment for more than 250 JHUP and JHUP-distributed titles, delivers membership services for 24 scholarly societies, and provides electronic-only subscription access for nearly 400 Project MUSE journals. In 2021, Journals Customer Service processed approximately 150,000 orders and handled customer inquiries in the form of 400 online chats, 1,600 phone calls, and 29,000 emails. The Journals Customer Service Manager guides the activities of an assistant manager, accounting coordinator, and 5 customer service representatives. These activities are critical to the Press's financial sustainability. This position reports to the Journals Publisher.

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, 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.

The starting salary range for this position is $62,300 to $85,650. Actual salary may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level.

Specific Duties & Responsibilities

Lead the Journals Customer Service Department, which includes an assistant manager, accounting coordinator, and 5 customer service representatives. Set strategic goals and operational direction of the department.

Supervise assistant manager, administering goal setting and performance reviews for the position.

Establish operational service standards and resources, develop and manage budgets, and assist with acquiring new and retaining current publishing and distribution partners.

Manage relationships between the Press and distribution clients, scholarly societies that we serve, library subscription agents, and the fulfillment software vendor, among others.

Essential in integrating new journals, academic societies, and distribution clients into our fulfillment operations.

Provide statistical and financial reporting to both internal and external customers. Work with JHUP's Finance Department and Journals Division leadership when needed to reconcile financial reports for both internal and external use.

Work with the Fulfillment System Project Manager to implement all fulfillment system software upgrades and bug fixes, and to establish new customers, publishers, and products into our fulfillment system.

As part of the Journals Division's management team, work with the Journals Publisher and other Journals Division managers to help establish and advance divisional strategic objectives.

Weave diversity, equity, inclusion and access principles into all aspects of the work.

Other duties as assigned.

Knowledge, Skills & Abilities

Knowledge of customer service practices and procedures required.

Previous experience with serial subscription/membership fulfillment and with a cloud-based ticketing system/call center preferred.

The ability to establish and meet strict deadlines is essential, with experience in a hybrid workforce environment a plus.

Excellent organizational and interpersonal skills are critical, with aptitude for figures, attention to detail, problem-solving skills, and the ability to work with a wide range of personality types.

Proficiency with Microsoft Office suite (particularly Excel, Outlook, & Teams) required. Must be able to acquire and maintain an excellent working knowledge of all aspects of fulfillment system and ticketing system.

Excellent critical thinking and communication skills.

Superior problem-solving skills including using analytics to drive decisions.

Creative thinker, embracing new ideas and passionate about developing the potential of Hopkins Press.

Inclusive in decision-making and problem-solving.

Excel in effective use of resources and keen self-awareness of strengths and weaknesses.

Minimum Qualifications

Bachelor's Degree.

Two years of experience managing or supervising a team, preferably in a fast-paced customer service environment and advanced communication skills. We will be seeking an individual who is an analytical and strategic thinker.

Preferred Qualifications

Classified Title: Journals Subscription Manager

Job Posting Title (Working Title):Journals Customer Service Manager

Role/Level/Range: ATP/04/PD

Starting Salary Range: $62,300 - $109,000 Annually (Commensurate with experience)

Employee group: Full Time

Schedule: M-F - 8:30 am - 5:00 pm

Exempt Status:Exempt

Location:Homewood Campus

Department name: Journals Fulfillment

Personnel area: Academic and Business Centers

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