AddressEBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.
Mission
Senior and specialist in the Operations Service Support team responsible for handling, e-book and database order processing and other support tasks ensuring a continuous high level of service and satisfaction for internal and external customers through adherence to workflows, SLAs, and best practices. Reporting and analyzing Tableau KPI reporting detailed below.
Primary Responsibilities
Order Processing (E-books and databases)
- Maintain a high level of coding/quality of processing for e-books and database orders striving for 100% accuracy and meeting SLAs for delivery of order processing requirements
Reporting of KPI metrics
- Reporting and analyzing Tableau the following KPI reporting to CSM - Jets claiming, claims per publisher, and any other service-related requested reports upon request.
- Support with analyzing tableau reporting for DDE pipeline business, DDE renewals reporting, and present to CSM.
- Support with the project of e-books and databases transfer to ENET.
Customer Service Support
- Upon request handle the claims process for print issues validating claims through investigation, communicating with publishers, and updating systems for both customer-facing and internal knowledge base data
- Set up customer accounts including EDI invoicing.
- Promptly handle all high-volume administrative routine activity and ad-hoc tasks to support the Customer Service Teams
Coordination/specialist
- Complete routine audits for quality assurance and participate in the analysis of various reporting on key activities.
- Handle troubleshooting and required corrections reporting back on quality issues e.g. credit requests.
- Provide support and training.
- Communicate verbally and in writing with Internal stakeholders obtaining information and presenting logical and clear solutions.
- Track the progress of outstanding work daily.
- Review upcoming workloads and pipeline business in preparation for seasonal variation e.g. quarterly sales targets.
- Be a key participant in workflow discussions identifying opportunities to improve procedures and service.
General
- Have a thorough understanding of systems, products and services adhering to workflows.
- Ensure a high level of communication and transparency, regularly updating line manager and colleagues on the progress of work and any problems preventing or delaying completion and recommending solutions.
- Strive for 100% achievement of performance against SLA and adherence to best practices.
- Add value to customer, company, department, and team actively working towards improving customer satisfaction level.
Personal Development
- Demonstrate ability to work as part of a team and independently in a busy and demanding environment.
- Be adaptable to changing technologies and new tasks/projects.
- Attend all recommended and appropriate training sessions, upskill your knowledge through self-development, and use the training tools available.
- Be actively involved in setting personal objectives and strive for 100% achievement.
- Use available tools to measure personal productivity.
- Take responsibility for own role in achieving department and organizational strategic objectives.
- Pass routine quality audits.
Core Competencies
- Be an effective communicator.
- Take responsibility.
- Be able to solve problems and make decisions.
- Team player
- Be customer focused.
- The ability to plan and be organized.
Job Specifics for the role
- Proficient in Microsoft applications
- Ability to work with different tools and systems and multiple tasks.
- Good literacy and numeracy skills.
- Must have good attention to detail.
- Proficient data entry and processing skills
- Previous experience working in a Customer Service environment.
- Work under pressure and meet deadlines.
- The ability to plan and be organized.
