Customer Service Representative

Johns Hopkins University Press seeks to hire a Customer Service Representative who will be responsible for supporting Hopkins Fulfillment Services (HFS) Clients and customers. The Customer Service Representative will join a team of exceptional professionals committed to bringing the benefits of discovery to the world by providing global access, impact, and influence for the scholarship that we publish and distribute. This position will help to ensure that the Press is a leader in the selection and development of innovative ideas and scholarship, the creation of pioneering technologies to enhance discovery and learning, and the connection of people to the most trusted knowledge from global researchers, scholars, and educators.

Hopkins Fulfillment Services provides sales and distribution services for university presses and non-profits. This is a frontline role that serves as the main point of contact for JHU’s retail, wholesale, and private customers seeking to make purchases. This role is interactive and operational in nature. Requires interaction with retail stores, wholesalers, college professors, college presses, authors, and the general public. This role also requires an ability to process a wide variety of order types, and the utilization of a significant number of programs to facilitate these orders. An additional function of this role is the timely and strategic distribution of work. We support our staff with training and professional development and a positive work environment. This position reports to the Operations Fulfillment Manager.

The Press is committed to honoring every person’s inherent dignity as human beings and making that the foundation of our organizational culture. We proactively find ways to ensure opportunities that promote justice, equity, diversity, and inclusion. We strive to publish courageously while giving a voice to groundbreaking ideas. We support each other and our stakeholders and envision a future where knowledge enriches the lives of every person. The successful candidate will join a welcoming community that is inclusive and values the contributions and perspectives of individuals from all backgrounds.

Key Responsibilities

• Providing customer support via incoming calls, emails, and tickets.
• Review and respond to emailed inquiries and orders.
• Handle orders and inquiries as part of a multi-person call center.
• Daily processing of receiving; additional coordination with warehousing vendor.
• Processing payments and credit requests using standard security compliance.
• Addressing customer/client escalations professionally and expeditiously.
• Weave equity, justice, and inclusion principles into all aspects of the work.
• Other duties as assigned.

• High School Diploma or Graduation Equivalent.
• Two years of customer service experience required.
• Additional education may substitute for some required experience, to the extent permitted by the JHU equivalency formula.

• Experience in publishing and/or distribution.
• Intermediate/Advanced PC and Database experience.
• Experience working collaboratively with peers who work in person and remotely.
• Collaborative mindset; able to work extensively with others on the team to complete shared goals.
• Strategic thinking with an ability to craft long-term plans and identify potential obstacles.
• Excellent critical thinking and communication skills.
• Superior problem-solving skills including using analytics to drive decisions
• Creative thinker; embracing new ideas; passionate about developing the potential of JHUP.
• Inclusive in decision-making and problem-solving.
• Excel in effective use of resources; keen self-awareness of strengths and weaknesses.
• Solutions-oriented; Consistent ability to understand complex customer scenarios.
• Demonstrated experience using multiple tools to resolve customer issues in real-time.
• Database experience and a willingness to learn new systems and software.

Classified Title: Customer Service Representative  
Role/Level/Range: ATO 37.5/02/OC  
Starting Salary Range: Min. $15.50 - Max. $25.00 /HRLY (Commensurate with experience) 
Employee group: Full Time 
Schedule: Monday - Friday, 8:30 AM - 5:00 PM 
Exempt Status: Non-Exempt 
Location: Hybrid/Homewood Campus 
Department name: Hopkins Fulfillment Services Fulfillment  
Personnel area: Academic and Business Centers 

Total Rewards
The referenced salary range is based on Johns Hopkins University’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic loca