Journal Support Specialist
About The Position
The Journal Support Specialist is a key member of the Publishing Support team, reporting to the Journal Support Manager. This role provides expert customer service to authors, editors, and internal stakeholders across the publishing journey, with a focus on Open Access workflows and policy-driven processes. The specialist collaborates with Editorial, Finance, Production, and Policy teams to resolve queries, improve workflows, and enhance the author experience. The role requires a strong understanding of publishing operations, financial processes, and project management principles, with an emphasis on continuous improvement and cross-functional collaboration.
Requirements
- Strong organizational and time management skills.
- Detail-oriented with a high level of accuracy.
- Proficient in Freshdesk, SAP, OASiS, Microsoft Office, and project management tools.
- Excellent written and verbal communication skills.
- Ability to handle confidential information with discretion.
- Initiative-driven with problem-solving capabilities.
- Comfortable working in agile, fast-paced environments.
Nice To Haves
- Understanding of publishing workflows and Open Access policies.
- Experience with contract drafting and financial processes.
- Familiarity with Lean Six Sigma methodologies.
- Strong networking and research skills.
- Empathetic and collaborative approach when working with vendor teams.
- Project management experience and ability to lead cross-functional initiatives.
Responsibilities
- Respond promptly and professionally to author queries via Freshdesk and chat.
- Liaise with vendor teams (e.g., Straive) to ensure consistent service delivery.
- Communicate updates and policy changes to SNCS and vendor teams.
- Monitor query volumes and types; generate reports and insights.
- Provide training materials and feedback to vendor team leaders.
- Maintain and improve documentation, workflows, and canned responses.
- Review ticket handling for quality assurance and recommend improvements.
- Analyze satisfaction survey feedback to identify pain points and opportunities for automation or self-service.
- Lead or contribute to continuous improvement initiatives aligned with departmental strategy.
- Apply Lean Six Sigma principles to streamline processes and enhance efficiency.
- Collaborate with internal stakeholders to adapt projects to evolving business needs.
- Prepare data and background materials to support proposed changes.
- Draft and review contracts to meet customer and business requirements.
- Manage invoice creation, cancellation, and edits in SAP.
- Ensure compliance with financial policies and resolve payment-related queries.
- Generate reports and follow up on outstanding invoices.
Benefits
- Medical, Dental and Vision
- 401(k) with company match and contribution
- Hybrid office working policy, Summer Hours, and paid time off
- Flexible Spending and Commuter programs
- Multiple Life insurance options
- Disability coverage
- Tuition Assistance
- Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
- Employee Assistance Program
- Family friendly benefits and a variety of employee discounts
- An array of Employee Social Networks
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
