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Sr. Customer Service Representative (Hopkins Fulfillment Services)

Johns Hopkins University -
Baltimore, MD

Apply Now

Job Details

Full-time
$16.20 - $28.80 an hour

Qualifications

High school diploma or GED
Quality data entry
Customer data entry

Full Job Description

Affiliated Office Address

Baltimore, MD, United States

Requisition ID

121480

Date Created

June 05, 2026

Job Function

Clerical/Administrative Support

Exempt Status

Non-Exempt

Shift Type

Full Time

Schedule

Mon - Fri 8:30 am - 5:00 pm

Worksite

01-MD:Homewood Campus

Work Modality

Modified Hybrid: On-site 10-59% of hours worked (Ex: 1-2 out of 5 days/week)

We are seeking a Sr. Customer Service Representative (CSR) who will serve as a frontline representative for Hopkins Fulfillment Services (HFS) of the Johns Hopkins University Press. This position provides essential customer support services to membership societies, libraries, distributed clients, retail stores, wholesalers, college presses, authors, and the general public. The role is interactive and operational, requiring excellent problem-solving skills, attention to detail, and the ability to manage a high volume of multichannel correspondence and order types. The CSR is also responsible for specialized reporting, order processing, and assisting in training new staff. This position reports to the Assistant Director - HFS.

The CSR 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.

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 Diversity, Equity, Inclusion and Access. 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.

Specific Duties & Responsibilities

Manage ingestion of subscription, membership, and/or general orders into proprietary fulfillment systems correctly and in a timely manner.
Process order payments, claims, credit requests, and check refunds using standard compliance procedures.
Assist subscribers, members, and customers with account maintenance (passwords, address changes, undeliverable accounts) and access to the digital versions of journals or books.
Process daily receiving and coordinate with warehousing vendors.
Provide professional, timely responses to phone, email, chat and web inquiries from subscribers, members, society leaders, subscription agents, bookstores, retail stores, and wholesalers.
Address escalated customer and client issues professionally and expeditiously.
Document customer interactions and maintain accurate records of inquiries and resolutions.
Run daily and monthly reports to monitor account status, order processing, and payment activity.
Assist with agent imports, conversion lists, gratis lists, and other specialized reporting as assigned.
Assist in training new staff and cross-training existing staff as needed.
Utilize multiple programs and specialized databases to manage subscriptions, payments, and order fulfillment.

Minimum Qualifications

High School Diploma or graduation equivalent.

Two years customer service and data entry experience.

Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

Classified Title: Sr. Customer Service Representative
Role/Level/Range: ATO 37.5/02/OD
Starting Salary Range: $16.20 - $28.80 HRLY ($44,000 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: Mon - Fri 8:30 am - 5:00 pm
FLSA Status: Non-Exempt
Location: Hybrid/Homewood Campus
Department name: HFS Fulfillment
Personnel area: Academic and Business Centers

Total Rewards
The referenced base salary range represents the low and high end of Johns Hopkins University’s salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/.

Education and Experience Equivalency
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Applicants Completing Studies
Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

Background Checks
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

Diversity and Inclusion
The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at [email protected]. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit: https://accessibility.jhu.edu/.

Vaccine Requirements
Johns Hopkins University requires all faculty, staff, and students to receive the seasonal flu vaccine. Exceptions to the flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry.

The following additional provisions may apply, depending upon campus. Your recruiter will advise accordingly.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Apply Now

Refine Your Search

Sr. Customer Assistant Representative jobs

Sr. Customer Service Representative (Hopkins Fulfillment Services)

Foreman - HVAC

Housekeeping Assistant

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Certified Occupational Therapist ~ COTA

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