Job Description
Description
The primary role of the Open Access Operations Support Analyst is to track, research, compile, analyze and act upon a complex set of data relating to open access agreement customer accounts as well as independent author e-commerce transactions for ACS Publications Division products. Primary Accountabilities are as follows:
Performs open access agreement relationship management and support of our self-paying customers. This includes day to day customer interactions, order processing support, and general account maintenance and analysis to allow the sales team and ACS Publications division to grow revenue.
Responsible for the setup and renewal of open access agreements, including proper OA profiles and providing a smooth transition from customer acceptance to account activation. This may include support activities on OA processes and transaction questions and providing timely follow-up to provide complete resolution.
Responsible for the follow up communication to customers regarding ecommerce orders and payment using applicable systems and tools to track and monitor transaction activity. Interacts regularly with business partners, vendors, and customers. This includes analyzing customer trends and making recommendations on process improvements to contribute to a positive customer experience while optimizing systems and workflows.
Enters, tracks, and monitors customer interactions and feedback to improve customer relationships; helps sales staff preempt customer issues; identifies customer utilization patterns to assist sales in account strategies; and identifies possible up-sell opportunities when appropriate.
Supports sales evaluations, including providing inputs on customer issues and feedback to drive changes in sales administration where necessary.
Supports ongoing information technology efforts within open access systems and applications through business functionality recommendations, business requirement inputs and business unit testing.
The position is based in Columbus, OH salary will be $47,000-$65,000.
Qualifications
Behaviors
Functional Expert - Considered a thought leader on a subject
Team Player - Works well as a member of a group
Enthusiastic - Shows intense and eager enjoyment and interest
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Dedicated - Devoted to a task or purpose with loyalty or integrity
Motivations
Self-Starter - Inspired to perform without outside help
Goal Completion - Inspired to perform well by the completion of tasks
Flexibility - Inspired to perform well when granted the ability to set your own schedule and goals
Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization
Experience
Experience with Salesforce or other CRM platforms. (preferred)
Strong proficiency in Microsoft Office, especially Excel, with the ability to quickly learn and navigate web-based applications. (preferred)
High attention to detail and a strong commitment to accuracy in task execution and issue and resolution. (preferred)
Demonstrated success working collaboratively in team settings and across departments. (preferred)
Comfortable managing multiple priorities in a fast-paced, dynamic environment. (preferred)
Ability to work independently with sound judgment and confidence. (preferred)
Proven analytical and problem-solving abilities. (preferred)
Excellent communication, interpersonal, and project leadership skills, with the ability to work effectively across cultures and organizational levels. (preferred)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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EEO/Minority/Female/Disabled/Veteran
