Journals Fulfillment Specialist

Human Kinetics is headquartered in Champaign, IL. This position is full-time and is 100% onsite.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Human Kinetics is committed to building a more diverse workforce. We welcome BIPOC candidates and others who identify with underrepresented groups to apply.

Human Kinetics is committed to the full inclusion of all qualified individuals. As part of this commitment, Human Kinetics will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact HR at 217-403-7609.

Applicants are not obligated to disclose expunged juvenile records of adjudication, arrest, or conviction as part of the application process.

*Learn more about our perks and benefits here: https://us.humankinetics.com/pages/human-kinetics-compensation-benefits-information

Job Summary

This position will provide support and assistance to external customers and internal staff of the Journals Division. The Journals Fulfillment Specialist works independently within a team environment. They will provide excellent customer support services to journal subscribers, membership societies, and other customers of the HK Journals Division. This front line position will be responsible for order/payment processing and subscription fulfillment. They will see that all records are accurately maintained.

Concurrently, they will research/respond/resolve incoming customer service inquiries, help desk customer tickets, answer inbound customer calls for assistance, and complete customer order/credit entry.

Essential Functions

1. Research and enter subscription and membership orders correctly within 2 business days of receipt during off-peak months and within 7 business days during peak months.
2. Process order payments into CS processing software and credit card payment center.
3. Assist subscribers with placing orders and account maintenance (e.g., passwords, address changes and corrections, undeliverable accounts).
4. Professionally and efficiently respond in a timely manner to multichannel correspondence (phone, email, web form) from subscribers and journal contributors, society members, and subscription agents, (e.g., requests for proforma invoices, claims for missing issues, product information queries, order/payment assistance).
5. Using the backend tool, consistently create web help desk tickets from direct customer contact via phone or emails. These web help desk ticket records of customer issues and resolution are used for internal analysis, tracking, and for providing customer support.
6. Complete assigned projects (e.g., gratis lists) accurately and on time.
7. Run monthly reports to monitor the status of customer accounts and orders.
8. Adhere to established procedures, as well as meet accuracy rates (95% with 5 or fewer errors per month) and time frames for completion of tasks expected for the division.
9. Weave diversity, equity, and inclusion principles into all aspects of the work.
10. Perform varied individual and division tasks assigned on an ad hoc or a regular basis.
11. Writes/updates/reviews processes and procedures for division tasks.

Secondary Functions

1. Writes/updates/reviews processes and procedures for division tasks.

Job Qualifications

Education: High School diploma or equivalent required. College coursework/degree preferred.

Experience: 2 years' phone & email customer support and 2 years' Alpha numeric data entry experience required. 3+ years' phone & email customer support and 3+ years' Alpha numeric data entry experience preferred.

Required Competencies:

Computer literacy

Microsoft Office Suite

Written and verbal communication

Phone interaction

Prioritization, flexibility, adaptability, and problem-solving

Organizational awareness

Integrity

Resourcefulness

Effort

Respect

Teamwork

Stewardship

Preferred Competencies: Alpha numeric data entry experience with 95% accuracy rate and 40 wpm.

Job Demands: Frequent phone and computer use. Occasional copies, fax, and printer use.

Mental Demands: Frequent problem-solving, decision-making, organization, reading/writing, prioritization, and adaptable skills required. Occasional stress management, initiative taking, and data interpretation skills required.

Working Conditions: Indoor, office environment.

Physical Demands: Frequent sitting, occasional standing and walking and rarely carrying/lifting items (40 lbs. max).

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may be assigned or may change at any time with or without notice.

Credit Card Security: This position has access to customer credit card data and must comply with all policies and procedures designed to keep that data from being compromised.