Operations Services Support Specialist

EBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

**Role Purpose**:
Senior and specialist in the Operations Service Support team responsible for handling, e-book and database order processing and other support tasks ensuring continuous high level of service and satisfaction for internal and external customers through adherence to workflows, SLAs and best practice. Reporting and analysing Tableou KPI reporting detailed below.

**Key Responsibilities**:
**Order Processing **(E-books and databases)
- Maintain a high level of coding/quality of processing for e-books and database orders striving for 100% accuracy and meeting SLA’s for delivery of order processing requirements

**Reporting of KPI mectrics**
- Reporting and analysing tableou the following KPI reporting to CSM - Jets claiming, claims per publisher, and any other service related requested reports upon request.
- Support with analyising tableau reporting for DDE pipine business, DDE renewals reporting and present to CSM.
- Support with the project of e-books and databases transfer to ENET.

**Customer Service Support**
- Upon request handle the claims process for print issues validating claims through investigation, communicating with publishers and updating systems for both customer facing and internal knowledge base data
- Set up customer accounts including EDI invoicing
- Promptly handle all high-volume administrative routine activity and ad-hoc tasks to support the Customer Service Teams

**Coordination/specialist**
- Complete routine audits for quality assurance and participate in analysis of various reporting on key activities
- Handle troubleshooting and required corrections reporting back on quality issues eg. credit requests
- Provide support and training
- Communicate verbally and in writing with Internal stakeholders obtaining information and presenting logical and clear solutions.
- Track progress of outstanding work daily
- Review upcoming workloads and pipeline business in preparation for seasonal variation eg. quarterly sales targets
- Be a key participant in workflow discussions identifying opportunities to improve procedures and service

**General**
- Have a thorough understanding of systems, products and services adhering to workflows.
- Ensure high level of communication and transparency, regularly updating line manager and colleagues on progress of work and any problems preventing or delaying completion, and recommend solutions
- Strive for 100% achievement of performance against SLA and adherence to best practice
- Add value to customer, company, department and team actively working towards improving customer satisfaction level

**Job Specific Competencies (Experience and Knowledge)**:
**Essential**:

- Be an effective communicator
- Take responsibility
- Be able to solve problems and make decisions
- Team player
- Be customer focused
- The ability to plan and be organised

**Desirable**:

- Thorough knowledge of MS Office, in particular Excel, Access and Word (know how to use formulae, create graphs and format spreadsheets)
- Attention to detail and accuracy of work
- Responsive and quick to learn and update knowledge