CX22P4 Sr. Scientist Helping Scientist

CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 115 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.

CAS is currently seeking a Sr. Scientist Helping Scientist. This position will be located in our headquarters in Columbus, Ohio.

Position Summary:

This position is primarily responsible for assisting customers who contact the CAS Customer Center with questions regarding search strategies, database content, and features of any CAS solutions. Our customers range from intellectual property professionals to bench chemists, to school librarians. This position gathers the necessary details to help in understanding and resolving our customers’ issues and convey the solution in a way the customer can easily understand; all the while maintaining a discreet and professional demean

Position Accountabilities:

• SME for internal and external customers with questions/concerns regarding the solutions offered by CAS and the content of our databases. The majority of interactions are through email, accounting for approximately 80% of all communications, while the remainder are phone and web forms.
• Relaying customer feedback in a way that captures the importance of how the changes impact/benefit customer workflow. Identify problems and provide solutions and workaround for the customer if available.
• Onboarding activities for new and existing customers transitioning from older legacy products to new product offerings and services. Deliver onboarding on how to use the product, log in, and browser configurations.
• Decision-making involves setting priorities, evaluating results, and collaborating with others to formulate and interpret, policies or organizational practices to provide recommendations and solutions. Authority to waive or deviate from established policies and procedures. Investigate and resolve matters that impact the department.
• Logging, escalating, tracking, and closing tickets in the customer support ticketing system.
• Provide training to other areas within CAS, as well as colleagues at the Customer Center.
• Provide team leadership, coach, and mentor less senior colleagues within the Scientists Helping Scientists role for effective interface with second-tier customer support (i.e., Software Support Team, Content staff, and Marketing) and effectively solve customer issues cross-divisionally.
• Provide team leadership to analyze, interpret, and summarize a variety of work processes performed by staff to ensure quality responses to customers.

Qualifications:

• Bachelor of Science or equivalent experience in a Scientific field.
• Advanced degree or area of specialization (Chemistry or Biochemistry) is a plus.
• 7 years' experience in a scientific related field
• 4-5 years of CAS products, product features, and indexing policies
• Proficiency with chemical formulas, nomenclature, and chemical structures.
• Experience with journal and patent information searching.
• 4-5 years Command Line language searching
• Proficient in Microsoft Office with a working knowledge of intranet tools
• Ability to prioritize and operate independently and strategically with a sense of urgency.
• Professional, confident, written and verbal communication skills
• Attention to detail and adherence to process.
• Logic and advanced critical thinking skills.
• High technical acumen.
• Proficient in multiple browsers; troubleshooting browser-based software.com experience
• Intellectual Curiosity and Technical mindset.
• Self-directed, action-oriented, detail-oriented, collaborative
• Skilled at building relationships cross-functionally and leading through influence.

CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, vision insurance plans, and employee savings and retirement plans. Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future. EEO/Minority/Female/Disabled/Veteran