Fulfillment Analyst

The American Association for Advancement of Science (AAAS) seeks a Fulfillment Analyst to be responsible for the processing of Institutional Licensing subscriptions for the Office of Publishing.  This position monitors renewal status for current subscribers, ensures the integrity of customer information across multiple platforms, and responds to customer inquiries. The Fulfillment Analyst will be expected to provide support to Institutional Licensing sales staff as well as work with external agents, AAAS Membership, and HighWire Press. 

Major duties and responsibilities:

Customer Relationship Management and Sales Support

  • Ensure customer satisfaction by providing timely resolutions to customer service inquiries received by phone, email, or fax
  • Respond to customer feedback and escalate important issues as necessary
  • Assist institutional administrators with account management, including IP updates and usage report requests
  • Investigate content access issues using the Science Online website and HighWire platform
  • Validate and respond to post-cancellation access claims from former subscribers
  • Process incoming leads from both customers and agents, and communicate prospective business opportunities to the appropriate sales rep
  • Set up new customer accounts in Salesforce and Advantage

Order Processing

  • Coordinate fulfillment of institutional subscriptions to Science Online and its affiliated e-resources, including new subscriptions, renewal orders, and resources added mid-term
  • Apply payments to existing Advantage orders, or create and apply payment to a renewal order per the customer’s current subscription 
  • Process Advantage orders for complimentary trial requests and national license subscriptions
  • Serve as a backup for invoice processing of both new and renewal orders

Payment Collections 

  • Monitor unpaid invoices as they come due and reach out to the billing institution or agency to expedite payment as needed
  • Analyze weekly reports to identify customers in danger of losing access due to non-payment 
  • Log all incoming payments in Salesforce, including wire transfers, credit card charges, and live checks
  • Create and send receipts for received payments upon request
  • Maintain dispute flags of unpaid orders in Advantage to ensure subscription term dates and issues served remain consistent with the originally-invoiced order 
  • Terminate access and turn off subscription gracing for expired subscribers 
  • On a weekly basis, review the list of customers expiring in the current month and send renewal reminders or provide customized attention as needed

Data Quality Control

  • Update institutional administrator contact information as needed across Salesforce, HighWire, and Advantage systems/databases
  • Analyze account information changes in HighWire on a weekly basis and contact customers as needed to confirm any updates
  • Ensure Salesforce accurately reflects the current subscription and activation status of all institutional customers, including trial access
  • Actively monitor customer data across all platforms to ensure accuracy and integrity

Business Relationships

  • Report to Manager, Agent Relations and Customer Success
  • Collaborate with subscription agents and librarians to facilitate renewal business
  • Work closely with other members of Institutional Licensing Fulfillment to ensure processes and systems address customer needs while maintaining data quality
  • Collaborate with Finance department to ensure payments are received and processed daily

Minimum qualifications:

  • Bachelor’s degree
  • Relevant experience in a professional setting (gained through internships or other professional work experience)
  • Proven experience solving problems in a fast-paced environment
  • Prior experience in customer service, preferably with large institutional clients
  • Proficiency with Microsoft Excel
  • Critical thinker with the ability to adapt to novel situations 
  • Detail oriented and analytical
  • Experience with SalesForce a plus

AAAS is an EO employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category. AAAS uses E-Verify to confirm the employment eligibility of all newly hired employees.

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