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Job Req ID:  110769

Customer Service Representative

Johns Hopkins University Press seeks to hire a Customer Service Representative who will be responsible for supporting Hopkins Fulfillment Services (HFS) Clients and customers. The Customer Service Representative 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.


Key Responsibilities

  • Providing customer support via incoming calls, emails, and tickets.
  • Review and respond to emailed inquiries and orders.
  • Handle orders and inquiries as part of a multi-person call center.
  • Daily processing of receiving; additional coordination with warehousing vendor.
  • Processing payments and credit requests using standard security compliance.
  • Addressing customer/client escalations professionally and expeditiously.
  • Weave equity, justice, and inclusion principles into all aspects of the work.
  • Other duties as assigned.

Knowledge, Skills & Abilities:

  • Experience in publishing and/or distribution.
  • Intermediate/Advanced PC and Database experience.
  • 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.
  • Solutions-oriented; Consistent ability to understand complex customer scenarios.
  • Demonstrated experience using multiple tools to resolve customer issues in real-time.
  • Database experience and a willingness to learn new systems and software.


Minimum Qualifications
  • High School Diploma or Graduation Equivalent.
  • Two years of customer service experience required.
  • Additional education may substitute for some required experience, to the extent permitted by the JHU equivalency formula.


Preferred Qualifications



 

Classified Title: Customer Service Representative  
Role/Level/Range: ATO 37.5/02/OC  
Starting Salary Range: Min. $15.50 - Max. $25.00 /HRLY (Commensurate with experience) 
Employee group: Full Time 
Schedule: Monday - Friday, 8:30 AM - 5:00 PM 
Exempt Status: Non-Exempt 
Location: Hybrid/Homewood Campus 
Department name: Hopkins Fulfillment Services Fulfillment  
Personnel area: Academic and Business Centers 

Total Rewards
The referenced salary range is based on Johns Hopkins University’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/.

Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. 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.

**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information
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. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit https://accessibility.jhu.edu/.

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. The COVID-19 vaccine does not apply to positions located in the State of Florida. 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 upon 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.
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