Our client is seeking a Director of Journals Customer Service
This person will:
Manage a team of 10-13 people including 5 Customer Service people and 5 Account Reps
Actively train Account, Customer Service and Technical Reps on processes and procedures
Develop and implement strategies for efficient order processing, work flow and tracking
Collaborate with and support Circulation, Marketing, Editorial, Sales, Finance and Production
Research, develop, recommend and implement procedural and system improvements as needed
Track and Analyze all orders, trends, subscription rates, etc.
Be responsible for data accuracy and fulfillment system
Effectively develop and manage relationships with vendors and customers
Qualifications needed are:
BA degree or equivalent work experience in related areas
5-8 Years of managing customer service or sales related teams
Solid computer/system literacy
including web based software, Microsoft office suite and SQL
A general knowledge of Licensing, Journals, Library, Consortia and related markets
Ability to travel on limited basis to key US and European conferences
Excellent organizational and customer service skills
The ideal candidate for this position will have ideally had sales or customer service experience within the Social Sciences and/or STM journals environment and may have worked for companies such as
Ebsco, Ovid, Taylor & Francis, Lippincott, Oxford University Press, Elsevier, Wiley, Blackwell, Springer SBM, etc.
Of key importance to this client is a keen understanding of systems and procedures.
Knowing how to process, evaluate, track and analyze orders, data and trends.