Electronic Access Specialist, Duke Univ. Press

Updated: 23 days ago
Location: Durham, NORTH CAROLINA
Deadline: 09 Sep 2022
Position ID:Duke University -Duke University Press -ELECTRONICACCESS [#22391, 207030]
Position Title: 
Position Type:Other
Position Location:Durham, North Carolina 27701, United States [map ]
Subject Area: Other / Humanities
Appl Deadline:2022/09/09 11:59PM (posted 2022/08/18, listed until 2022/09/09)
Position Description:    
https://www.dukeupress.edu/About/Job-Opportunities/Job-Postings/Electronic-Access-Specialist

Duke University Press (DUP) seeks an Electronic Access Specialist to serve as primary point of contact for the Press’s e-Collections for books and journals. This position works closely with DUP’s Library Relations, Marketing, Accounting, and Digital Systems & Strategy teams to provide technical support and account-tracking activities. The Electronic Access Specialist also performs administrative duties in support of major Marketing & Sales and Customer Relations functions; handles a variety of clerical and administrative responsibilities; and maintains efficiency in organizational processes.

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 on Friday, Sept. 9, 2022.

I. Manage e-Collections Accounts a. Build and maintain relationships with international and domestic customers, and potential customers for content collection products, by providing support, resolving access/purchase issues, compiling and delivering statistical usage reports, updating IP addresses and other customer information, and activating and/or troubleshooting customer accounts b. Manage revenue earning for all journal titles and electronic collections with current content, in keeping with fiscal year schedule c. Make decisions on specific operating problems, in consultation with Customer Relations (CR) Manager d. Perform quality control checks to ensure costumer accounts have accurate information and appropriate access is available e. Establish and implement trials for electronic collections in collaboration with Library Relations and Sales staff f. Create and maintain up-to-date documentation for efficient operation of CR procedures g. Represent and advocate within the Press for customer needs

II. Develop Thorough Knowledge & Understanding of DUP’s e-Content and Collection Models a. Serve as an information resource for customer, subscription agents and consortium customers b. Provide accurate and appropriate information to promote up-selling and cross-selling of collections c. Collaborate with Marketing & Sales staff to meet the needs of international and consortium customers d. Identify appropriate pricing tiers/World Bank status for institutional customers

III. Customer Service Team Responsibilities a. Organize CR training and introduction for new and/or temporary employees b. Create and maintain up-to-date documentation for efficient operation of CR procedures c. Partner with Marketing & Sales staff to process exhibit orders d. Provide feedback to supervisors regarding efficiency of Customer Relations processes and make recommendations for improved workflows e. Serve as high-level support for resolution of complex customer issues f. Assume responsibility for CR special projects g. Liaise with internal DUP systems product managers regarding customer needs and customer relations workflows h. Performs high-level order entry (electronic collections, complex orders, refunds, modifications, special agreements)

IV. Other General Duties a. Communicate and respond to requests from internal, Duke University Press costumers b. Represent the Press at library conferences and other academic or professional meetings c. Participate in work group meetings and planning sessions; serve on related committees as needed

University-Required Education/Training: Work requires knowledge of basic mathematical, research and communications principles normally acquired through two years of postsecondary education.

University-Required Experience: Work generally requires four years of clerical or research experience to acquire strong skills in administrative or project research responsibilities as well as accepted office management, communications and research practices. A bachelor's degree in a field of study directly related to the specific position may be substituted for the education and two years of the experience requirement. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.
Duke University 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.

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