Customer Service Representative - Data Control Coordinator

LOCATION: Hagerstown MD - Hybrid, 8 days a month in the office

OVERVIEW

Our Customer Service Representatives (Data Control Coordinators) are the 'keepers' of all data and are vital to the success of the business.

In this role, you would effectively provide internal users and external customers with timely and accurate business information and analysis and assist in the ongoing operational maintenance of the fulfillment system, in the form of system interpretation, table set-ups, microsites, onboarding new publications, reports, mailing documents, invoices, audited publications, renewals, promotions, and other various data output. This role requires advanced technical expertise with Advantage, SQL, file manipulation, and the Microsoft Office Suite.

RESPONSIBILITIES

PERIODICAL SUPPORT

CYCLE END

• Coordinate all aspects of the cycle end distribution process for all periodical products from scheduling through electronic transfer of distribution files, ensuring timeliness and accuracy of the process.
• Coordinate periodical class postal audits with USPS and Periodical Operations.

RENEWALS

• Maintain the periodical renewal process, including but not limited to, monitoring pull schedules, setting up system select criteria, scheduling and generating auto-renewal process, creating specialized renewal efforts, and interfacing with renewal vendor for receipt of output and resolution of rejects.

ELECTRONIC FILES

• Coordinate and monitor the automated upload of periodical subscription orders. This includes subscription agent electronic files, pharmaceutically sponsored subscriptions, and society membership accounts.

ACQUISITIONS, TRANSFERRED or DISCONTINUED

• Facilitate all aspects of the data transfer of new or discontinued titles. Coordinate system set up, reconciliation of financial reports and upload of new subscription records. Generate transfer files and provide new publisher file layout and table definitions. Ensure complete closure of all system issues regarding discontinued titles.

ELECTRONIC / ONLINE ACCESS OF PERIODICAL CONTENT

• Coordinate online access for subscribers not maintained on our existing fulfillment system, such as, end users of bulk or freight forwarded subscription orders, member lists maintained by the society, and Sponsored subscriptions.

PRODUCT SUPPORT

ELECTRONIC FILES

• Coordinate and monitor the automated upload of product sales information, (Plymbridge, Australia, EDS) and product orders including EDI from wholesale / retail customers.

SALESMEN / CONVENTION

• Oversee salesmen and convention processing including salesmen inventory, convention order processing, returns processing, and ancillary warehouse maintenance.
• Coordination and reconciliation of annual physical inventory for the ancillary warehouses. There are approximately 30 salesmen warehouse accounts and 150 convention warehouse accounts which must be reconciled on an annual basis.

MICROSITES

• Support and maintain the set up and updates for all microsites (discounted product packages created by ed sales reps specific to each school/university) in the Advantage Fulfillment System to allow order/sales for this special product offers.
• Maintaining a 95% or higher service level by answering all requests for set ups and/or updates within 24 business hours.

INVENTORY

• Assist finance and warehouse with inventory maintenance on the fulfillment system. This includes, but is not limited to, processing donations and destruction orders, upload of inventory adjustments and coordination of physical inventory in our main warehouse.
• Assist finance and the warehouse with the reconciliation of inventory between three systems, the fulfillment system, the accounting system, and the warehouse management system.

SYSTEM SUPPORT

TABLES / SYSTEM OPTIONS

• Maintain up to date knowledge of all operational aspects of the fulfillment system, including maintenance and update of all system driven tables and codes that govern the running of the business. This includes the following modules: CIR, PRO, STO, TAX, CPN, INV, SAL, CDS, SYS, MBR.
• Set up and maintain promotion code data and interface with marketing department and customer service to ensure timely and accurate system handling of mail plans and sample pieces. There are hundreds of mail plans per year, which equate to several hundred promotion codes.

UPGRADE, TESTING, AND PROCESSES

• In conjunction with I.S. and other business units, coordinate the testing and implementation of upgrades or modifications to the current fulfillment system.
• Support and generate system batch processes to facilitate update to customer records, such as Mass Cancellation, Auto Renewals, Inventory Uploads, etc.

DAILY EDIT REPORTS

• Verify and reconcile the nightly edit reports, which monitor the posting processes of circulation orders, product orders, inventory, and accounts receivable.

REPORTS AND FILE MANIPULATION (DCII)

• Run and analyze user defined reports from the fulfillment system; set up and run mail lists and file extracts, providing accurate and timely information to the user community.
• Complete file comparisons utilizing various software packages and report to the user the findings.
• Creation and maintenance of Access databases to facilitate analytical reporting and file manipulation.

OPERATIONAL SUPPORT

• Provide support to the business units in the research, development, testing and implementation of automated solutions. This would include examples such as workforce management software packages, automated databases, and improvements to the software which supports telephone and e-mail customer service.

DAILY ERROR REPORT

• Generate and review daily error reports. Send errors to appropriate managers for corrections. Report any issues to the Advantage Help Desk via the JIRA Reporting System.

JIRA/HELP DESK

• Report data and system issues to the Advantage Help Desk via JIRA. Loop in all key stakeholders for known issues and follow the ticket through from start to finish, providing updates, examples, and assisting with testing when needed until issues are resolved at which time you will close the ticket request.

QUALIFICATIONS

Education: High School or equivalent, some college or equivalent years of experience is preferred.

Experience: (Preferred)

• Minimum of 2 years' experience working with Microsoft Office Suite in a business environment
• Minimum of 4 years' experience in a publishing or fulfillment environment
• Experience creating databases, file comparisons, file manipulation.
• Experience evaluating data and producing analytical reports.
• Experience in creating procedures and documentation of business policies.
• Prior experience working on a fulfillment, (or related) system, generating data or reports.
• Advantage 2020 or later, Omni stream, and SQL experience preferred

TRAVEL: No travel - subject to change with advanced notice.

#LI-Hybrid

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

$29,200.00 - $48,900.00 USD

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.