Open Access Operations Analyst, E-Commerce Operations

The primary role of the Open Access Operations Support Analyst is to track, research, compile, analyze and act upon a complex set of data relating to open access agreement customer accounts as well as independent author e-commerce transactions for ACS Publications Division products. Primary Accountabilities are as follows:

Performs open access agreement relationship management and support of our self-paying customers. This includes day to day customer interactions, order processing support, and general account maintenance and analysis to allow the sales team and ACS Publications division to grow revenue.

Responsible for the setup and renewal of open access agreements, including proper OA profiles and providing a smooth transition from customer acceptance to account activation. This may include support activities on OA processes and transaction questions and providing timely follow-up to provide complete resolution.

Responsible for the follow up communication to customers regarding ecommerce orders and payment using applicable systems and tools to track and monitor transaction activity. Interacts regularly with business partners, vendors, and customers. This includes analyzing customer trends and making recommendations on process improvements to contribute to a positive customer experience while optimizing systems and workflows.

Enters, tracks, and monitors customer interactions and feedback to improve customer relationships; helps sales staff preempt customer issues; identifies customer utilization patterns to assist sales in account strategies; and identifies possible up-sell opportunities when appropriate.

Supports sales evaluations, including providing inputs on customer issues and feedback to drive changes in sales administration where necessary.

Supports ongoing information technology efforts within open access systems and applications through business functionality recommendations, business requirement inputs and business unit testing.

This position is based in our Columbus, OH office and a reasonable rate of compensation for this position is between $47,000-$65,000 per year.

ACS currently provides the following benefits for this position: paid vacation leave, paid sick leave, paid holidays, health insurance, flexible spending account or health care savings account, dental insurance, life insurance, vision insurance, retirement benefits, short- and long-term disability, and 4-week work from anywhere; each benefit is subject to the terms of the applicable program. Additional benefits may apply based on skills, experience, and location.

Any actual offer of employment, reflecting the total compensation package and benefits, will be made in the sole discretion of ACS. ACS reserves the right to amend or modify its employment benefits and compensation structure at any time.