Employment Opportunities

Customer Service Representative

The Customer Service representative will provide excellent customer service to clients and customers. This front line position is the main contact point for the Press for retail, wholesale and general customers when ordering books. This position is an interactive, operational part of the Press.

Primary Duties and Responsibilities

  • Process incoming order requests.
  • Process credit requests.
  • Process payments.
  • Process returns.
  • Answer telephone and e-mail inquiries.
  • Handle customer order problems and work with and through the customer to resolve any issues.
  • Document customer contact and issues.
  • Respond to client requests.
  • Interact with retail stores, wholesalers, college professors, clients, authors and the general public.
  • Assist with reporting to clients.
  • Other duties as assigned.

Qualifications

  • High School/GED required.
  • Two years customer service and data entry experience required.
  • Additional education beyond high school/GED may substitute for some experience.
  • PC and database knowledge, MS Office (particularly Excel & Outlook), and general bookkeeping necessary.
  • The ability to communicate well orally and in written form is essential.

 

Preferred Skills:

  • Specialized database skills, call center, and publishing industry knowledge a plus.
  • Preference is to have four (4) or more years customer service experience in a data entry or call center environment.
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Production Specialist - Journals Division

As a production specialist in the journals division, you will oversee the day-to-day workflow necessary to publish approximately 40-55 journal issues a year. You will manage all stages of production from typesetting to mailing, producing final files suitable for print, online, and reprint publication. This position directly impacts the profitability of the Press and plays a key role in keeping or acquiring new journal titles as the primary contact for his or her editorial teams.

Primary Duties and Responsibilities

  • Manage all production and distribution logistics for approximately 40-55 journal issues annually in collaboration with 8-12 editorial offices (mostly outside the Hopkins community) and 4-5 different vendors. Oversee typesetting, printing, and mailing for both print and online publication.
  • Establish good relationships with assigned publishing partners and vendors and communicate with them frequently. Answer most common questions or direct to the proper department. Inform editorial teams of any changes or updates to departmental policy.
  • Develop, track, and troubleshoot production schedules for your journal group and ensure adherence to the schedule by editors and vendors throughout. Track all stages of production and post-issue processing, proactively recommending ways to meet schedule to editorial offices. Learn to forecast print dates accurately.
  • Review and approve all stages of pre-press or proofs before publication and set print runs, consulting manager as needed. Review art files for quality. Order mail labels and upload final files for online publication. Increasing your knowledge about these processes is expected.  
  • Identify rights & permissions problems in issues and assist in solving them. Use various existing publishing agreements appropriately. Understand author reprint policy and inform author or direct requests to Rights & Permissions as appropriate.
  • Enforce page budgets, bill for memberships and extra production charges, approve and code production invoices correctly. Assist manager in closing by providing information and accurately invoicing excess costs. Learn to recognize cost drivers.
  • Back up colleagues as needed and document processes for your journal titles. Actively collaborate in departmental initiatives and participate in meetings. Assist in documenting departmental processes. Help train new staff members.
  • Collaborate with coworkers on projects such as proofreading marketing pieces, compiling statistics for annual postage statements, and so on. Occasionally oversee changes in cover design, working with in-house layout staff and the editorial team.
  • Recommend changes and offer creative ideas; obtain editorial input and approval with some managerial guidance. 

Qualifications

  • BA/BS in liberal or graphic arts preferred.
  • Basic competency with word processing, email, Internet. Familiarity with spreadsheets (Excel), databases (Filemaker), graphic design software (InDesign, Photoshop) helpful.
  • Foreign language skills helpful. HTML or XML knowledge a plus.
  • Experience in journal or book publishing production or a related area strongly preferred.

 

Factors important in this position:

  • Knowledge--An ability to proofread on a professional level is essential. Excellent written and oral communication skills are required to collaborate with professional scholars. Incumbent must have the ability to learn quickly. 
  • Problem Solving--The specialist is largely responsible for quality control and decision-making for day-to-day activities for their titles, with limited consultation and advice. Setting priorities among titles to ensure he or she meets production deadlines is essential. A willingness to collaborate with editors, vendors, and in-house personnel to meet goals is essential. Good judgment in when to refer questions to management is expected.
  • Impact--Oversees 40 journal issues annually in collaboration with 8-12 editorial offices (mostly outside the Hopkins community), 4-5 different outside vendors, and in-house layout team. Directly communicates with assigned editors and outside vendors to meet publishing goals. Has a direct impact on income for the Press as we earn income with each issue published. Plays a key role in retaining journal titles as specialist has daily interaction with his or her editorial teams.
  • Interpersonal Skills--The job demands tact in demanding quality and persuasion in making changes, accelerating schedules to meet deadlines, or explaining why we can't make changes. Manage relationships with editorial teams (your customers) and vendors providing services to produce on-budget, on-time issues of high quality.
  • External Contacts--Works with 8-10 editorial teams (most editors are professors) and 4-5 vendors (printers, typesetters) to produce journal issues.
  • Internal Contacts--daily interaction with production team, marketing group, and circulation group in Journals. Also Journals Publisher on occasion, other managers on occasion. Frequent contacts with Muse production team, accounting staff, and rights & permissions staff. 
  • Mission/Service Orientation--Directly supports the mission of Johns Hopkins University Press to disseminate scholarly knowledge.
  • Teaming Skills--Incumbent must work very closely with editorial teams and production colleagues to meet the Press's publishing goals and budget. An ability to work independently is important but the specialist is also expected to back up colleagues and work cooperatively with journals coworkers on departmental or divisional projects.
  • Innovation--Creativity and innovation are encouraged in developing workflow and streamlining processes.
  • Creativity in generating ideas about design updates.
  • Managing Change--Production is undergoing constant change due to technology and the migration of print to digital forms of media. An ability to adapt to new processes and vendors is essential.
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Assistant Editor

Johns Hopkins University Press seeks a creative, entrepreneurial Assistant Editor to support the Editorial Director on the preparation of new books, as well as acquiring annually 8-12 new books in the field of education.

Primary Duties and Responsibilities

This position has three key responsibilities at the Press:

  • Assist the Editorial Director in the publication of books.
  • Aquire a sub-list of 8-12 new books annually.
  • Perform administrative responsibilities to ensure the smooth operation of the Press’s editorial program.

The ideal candidate is an early-career publishing professional responsible for working closely with Acquisitions Assistants, Editors, and authors to prepare projects for publication. They will work closely with the Editorial Director or other senior editor in deciding on the shape of projects, which may be commissioned, and in making other substantial decisions. They report to the Editorial Director.

In addition the Assistant Editor:

  • Seeks to become the Press’s content expert within their field and endeavors to be a resource for authors, scholars, and students.
  • Supports the Press’s objective of publishing books that will reflect high intellectual quality and realistic profitability, as well as helping inform the Press’s evolution within the industry.
  • Represents the needs of readers and authors within the field, as they build a coherent list of titles for a range of readers across professional, classroom, and general readerships.
  • Acquire approximately 8 to 12 new book projects of significant interest to the Press under the oversight of the Editorial Director.
  • Works collaboratively with staff in Manuscript Editing, Design, and Production, Marketing, and Finance to ensure that books are published to the highest appropriate standards. 
  • Participates in professional communities associated with the editor’s field, in the university community of Johns Hopkins, and among the community of scholarly publishers.
  • Mentors other acquisitions assistants, interns, and student workers as appropriate.
  • Prepares manuscripts for transmittal into production.
  • May represents the Press at academic meetings and book exhibits under the supervision of an editor or accompanied by a marketing colleague.
  • Hires and manages student workers and interns.

Qualifications

  • Bachelor’s degree required. 2-3 years scholarly publishing experience preferred.
  • Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.
  • Demonstrates verbal, written, and organizational skills.
  • Ability to exercise sound judgment while multi-tasking in a dynamic environment.
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Accounting Assistant

To process all payments for the journals subscriptions department, both check and wire transfers.

Primary Duties and Responsibilities

  • Duties include verifying payments.
  • Preparing bank deposits.
  • Resolving payment problems.
  • Coding orders for data entry.
  • Process and running of J invoices.
  • Corresponding with customers payment issues.
  • Process and submit refunds to JHUP system.
  • Contacts are customers, banks, the Press accounting office, plus university accounting offices.
  • Action is independent within well-defined procedures and policies.

Qualifications

Machines and/or Equipment Used on the Job, Include % of Time Used:

  • Calculator.
  • Typewriter.
  • PC with access to various databases.

 Minimum Requirements for the Position:

Education: 

  • High School Diploma or GED required.

 Related Work Experience:

  • Six months related experience required.
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Inside Sales and Library Support Specialist

The Inside Sales and Library Support Specialist contributes directly to the sustainability of Project MUSE by assisting the Sales team (currently 3 fte) with a wide variety of activities targeting new sales opportunities, customer retention, and growth of business with existing customers. The position is responsible for customer onboarding and customer success, and supporting specific customer needs and concerns unique to the library/institutional environment. Collaborating within the MUSE Sales & Marketing team and across other departments, the position will ensure MUSE’s current and prospective library customers have the tools and information they need to maximize their investments in the platform while receiving superior service and value. The ideal candidate will have an excellent understanding of how academic electronic resources are selected, acquired, managed, and made discoverable by libraries, and possess a strong service orientation along with impeccable interpersonal communication skills and an aptitude for data and numbers.

Primary Duties and Responsibilities

  • Assist prospective customers with basic product price quotations, product information, features and benefits, and basic licensing inquiries.
  • Compile usage and pricing information and provide analysis to assist customers with product selection and purchasing decisions, make product recommendations and increase sales through identifying cross-selling and up-selling opportunities.
  • Provide first-line library customer support and receive escalated inquiries from customer service for questions related to access/authentication, metadata, cataloging and discovery, usage statistics, permitted usage, instructional use of content, personalized tools provided by Project MUSE, and content error and website bug reports; escalate issues to technical team, publisher relations, or others as needed and coordinate on resolving customer concerns.
  • Assist new customers with post-purchase onboarding, including management account set-up, maximizing user discoverability of resources, provision of promotional and instructional materials, assisting with questions/issues, and related outreach.
  • Create and maintain a standard library of informational correspondence to support prospective customers participating in product trials; systematize deployment of emails and materials.
  • In collaboration with customer support and sales team, identify needs/opportunities for new or improved instructional and support materials, write/edit content for these materials, and work with marketing on deployment of information through appropriate channels and media (video tutorials, printed or digital guides, Powerpoint presentation, web site, social media).
  • Write/edit messages for customers concerning product or policy updates, new features, service outages or planned maintenance, and related topics; coordinate with marketing team to deploy messaging through appropriate channels (email, web, social).
  • Assist MUSE sales team with a variety of projects including preparation of individual institutional and consortium/system-level price quotations (research on participating institutions, past purchase and usage patterns, and application of standardized discounting structures); preparation of responses to RFP/RFQ/RFI’s; preparation for customer meetings/visits; and other research/reporting tasks as directed.
  • Assist MUSE sales team with annual renewal efforts, including creation and dissemination of pricing spreadsheets for consortia/system customers, updating renewal correspondence templates, responding to follow-up questions.
  • Assist MUSE sales team and external sales agents with requests for sales and instructional materials, trial requests and orders, credentials and access for product demonstrations.
  • For customers with continuous purchase programs (i.e. Evidence-Based Acquisition), support ongoing selection and order processes, review and assess orders for irregularities, resolve order issues,  and track through workflow to completion.
  • Collaborate with customer support in surfacing common customer issues, identifying emerging trends in support needs, and barriers to success in current processes; make recommendations for resolution or improvement.
  • Provide product demonstrations and customer training/support at library-facing events/exhibits, via individual customer visits, and using webinar and screen-sharing technologies.
  • Maintain contact information for key consortium and institutional accounts, external sales partners, and others critical to supporting customer success.
  • As primary liaison between sales/marketing and customer support, ensure information flow between departments, analyze and recommend process and workflow improvements.
  • Maintain excellent customer service and customer relationships to encourage renewals, new and repeat sales.
  • As part of Sales and Marketing team, continuously evaluate organization’s competitive advantage and unique selling position strategy, contribute ideas and feedback for marketing messaging and campaigns.
  • Participate in organizational growth through creative thinking, generating new ideas for customer relationship management, sales support and customer service.

Qualifications

Education and Experience Required:

  • Bachelor's degree and three years related experience.
  • Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

 

Required Skills and Knowledge:

  • Excellent written and verbal interpersonal communication skills (phone, email, and chat).
  • Advanced proficiency with Microsoft Excel, Word, PowerPoint, and Outlook (experience with Excel pivot tables and lookups a must).
  • Experience writing technical and/or training documents.
  • Familiarity with common web browsers (Chrome, Firefox, IE, Safari), PC and MAC environments, and use of online electronic resources for research and education.
  • Understanding of library cataloging and discovery systems, tools, standards, and terminology, including MARC, KBART, RDA, LCSH.
  • Familiarity with institutional access and authentication and common remote access methodologies, including IP authentication, Shibboleth, referring URL, proxy servers.

 

Personal Skills:

  • Superior customer service orientation.
  • Excellent analytical, organizational and problem-solving skills.
  • Demonstrated ability to work both independently and collaboratively as part of a team.
  • Ability to quickly learn new subjects in a fast changing environment, and absorb new information.
  • Ability to plan, organize, and manage multiple priorities effectively and efficiently.
  • Professional, positive, and enthusiastic attitude.
  • Ability to travel on an occasional basis.

 

Preferred Qualifications:

  • An ALA-accredited master’s degree or a comparable graduate degree from a non-U.S. university.
  • Previous experience working in the higher education, library, educational technology, or academic publishing communities.
  • General understanding of campus-level technical infrastructure and tools used by students and faculty.
  • Consultative sales skills and previous technical support experience a plus.
  • Strong technical acumen with ability to articulate features and benefits, support and demonstrate a digital product to non-technical professionals.
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