Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.
Duke University Press is seeking a Digital Access Specialist to serve as primary point of contact for the Press’s e-Collections for books and journals. This position works closely with DUP’s Library Relations, Marketing, Accounting, and Digital Systems & Strategy teams to provide technical support and account-tracking activities. This role also performs administrative duties in support of major Marketing & Sales and Customer Relations functions; handles a variety of clerical and administrative responsibilities; maintains efficiency in organizational processes.
If interested in this opportunity please submit the University-required electronic application, including your résumé and cover letter , before close of the position at Noon on Friday, January 10, 2020 .
1. Manage e-Collection Accounts
a. Build and maintain relationships with international and domestic customers, and potential customers for content collection products, by providing support, resolving access/purchase issues, compiling and delivering statistical usage reports, updating IP addresses and other customer information, and activating and/or troubleshooting customer accounts
b. Manage revenue earning for all journal titles and electronic collections with current content, in keeping with fiscal year schedule
c. Make decisions on specific operating problems, in consultation with Customer Relations (CR) Manager
d. Perform quality control checks to ensure costumer accounts have accurate information and appropriate access is available
e. Establish and implement trials for electronic collections in collaboration with Library Relations and Sales staff
f. Create and maintain up-to-date documentation for efficient operation of CR procedures
g. Represent and advocate within the Press for customer needs
2. Develop Thorough Knowledge & Understanding of DUP’s e-Content and Collection Models
a. Serve as an information resource for customer, subscription agents and consortium customers
b. Provide accurate and appropriate information to promote up-selling and cross-selling of collections
c. Collaborate with Marketing & Sales staff to meet the needs of international and consortium customers
d. Identify appropriate pricing tiers/World Bank status for institutional customers
3. Customer Service Team Responsibilities
a. Organize CR training and introduction for new and/or temporary employees
b. Create and maintain up-to-date documentation for efficient operation of CR procedures
c. Partner with Marketing & Sales staff to process exhibit orders
d. Provide feedback to supervisors regarding efficiency of Customer Relations processes and make recommendations for improved workflows
e. Serve as high-level support for resolution of complex customer issues
f. Assume responsibility for CR special projects
g. Liaise with internal DUP systems product managers regarding customer needs and customer relations workflows
h. Performs high-level order entry (electronic collections, complex orders, refunds, modifications, special agreements)
4. Other General Duties
a. Communicate and respond to requests from internal, Duke University Press costumers
b. Represent the Press at library conferences and other academic or professional meetings
c. Participate in work group meetings and planning sessions; serve on related committees as needed
Work requires knowledge of basic mathematical, research and communications principles normally acquired through two years of postsecondary education.
Work generally requires four years of clerical or research experience to acquire strong skills in administrative or project research responsibilities as well as accepted office management, communications and research practices. A bachelor's degree in a field of study directly related to the specific position may be substituted for the education and two years of the experience requirement. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.