CUSTOMER RELATIONS REPRESENTATIVE, DUKE UNIVERSITY PRESS

Duke University:

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Duke University Press (DUP) seeks a part-time Customer Relations Representative (Clerk, Senior) for 30 hours of work per week. This position contributes to the overall revenue goals of Duke University Press by providing excellent customer service and advocating for customer needs, as well as by establishing and maintaining relationships with DUP customers. This position is eligible for Duke benefits.

Duke University Press is strongly-committed to fighting racism and to supporting diversity, equity, inclusion, and accessibility. We welcome applicants who share this commitment.

If interested please submit the University-required electronic application, including your résumé and cover letter, before close of the position at Noon on Monday, November 21, 2022.

Primary Job Responsibilities

A. Customer Communication and Order Processing

• Receive and process customer orders for Press products, including books and journals
• Become knowledgeable about Press products and continually update that knowledge through the Press web site, marketing materials, and internal meetings
• Serve as a primary representative of the Press and its products to customers; interact with wide audience including faculty, students, book and journal editors, authors, institutions, bookstores, and subscription agents
• Master DUP fulfillment system for processing of all orders and customer information; maintain accurate account and order information; update and enter new information
• Process book trade, course adoption, gratis, and pre-paid orders according to departmental protocols
• Enter course information for adoption orders into fulfillment system
• Place journal orders through the Sheridan Back Issue Express (BIE) system; place Print-On-Demand (POD) orders through Sheridan system
• Process subscription and book claims, using departmental protocols to determine validity of claim
• Provide price and product availability information to customers upon request
• Prepare proforma invoices as requested for print and electronic products (excluding collections)
• Ensure accuracy of proforma information based on current pricing information

B. Customer Service Team

• Contribute to alignment of Customer department goals including excellent service, customer retention and expansion of customer base
• Provide feedback to supervisors regarding the efficiency of the customer service process
• Suggest improvements to the process
• Work well within group problem-solving situations
• Participate in departmental retreats and meetings
• Assume responsibility for special projects as needed such as processing of electronically-transmitted orders, low-quantity book returns, subscription cancellations, refunds, and account/order modifications

C. Interdepartmental Collaboration

• Coordinate efforts with marketing departments
• Assist with implementation of special sales, discounts, and multi-product deals
• Provide feedback to marketing staff from customers, including problems or concerns regarding web site information and e-commerce
• Recommend web site FAQ updates based on customer inquiries
• Collaborate on annual journals pricing release; collaborate with marketing staff to meet the needs of international, institutional, and consortia customers that may require increased assistance or information
• Communicate with and respond to requests from internal Press customers/stakeholders; coordinate with customer service supervisors and internal stakeholders to determine priorities
• Serve as liaison to finance department to confirm receipt of subscription payments, resolve payment questions and discrepancies, and ensure payments are accurately posted
• Process society lifetime memberships

Department-Preferred Skills

• Outstanding verbal and written communication skills; excellent reading comprehension
• Detail-oriented; time management skills; ability to multi-task
• Basic mathematical skills
• Problem-solving
• Database experience
• Microsoft Office

Work requires knowledge of basic grammar, mathematical and clerical principles normally acquired through a high school education.

Work requires one years of related clerical/office support experience to become familiar with accepted office organization, accounting and communications practices.  OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.