Publisher Support Representative II

• Manage high-volume, high-value operational transactions with a focus on accuracy, timeliness, and customer satisfaction.
• Serve as the primary operational contact for assigned publisher partners, developing expertise in their products, pricing models, policies, and business requirements.
• Collaborate with EBSCO's global offices and external vendors to resolve complex order, invoice, payment, and pricing-related issues.
• Research, analyze, and reconcile data across multiple systems to ensure accurate processing and reporting.
• Monitor workflows and identify potential risks, delays, or exceptions requiring action.
• Maintain operational records and update business systems to track order confirmations, invoicing, payments, and account activity.
• Create and distribute reports that support decision-making for internal teams and publisher partners.
• Participate in process improvement initiatives by identifying workflow efficiencies, documenting best practices, and supporting operational excellence.
• Assist with training documentation, standard operating procedures (SOPs), and knowledge-sharing initiatives.
• Contribute to special projects and departmental initiatives that improve scalability, accuracy, and customer experience.

• High school diploma or GED
• 2+ years of experience in an operational, administrative, customer support, business support, project coordination, financial operations, vendor management, or related role
• Experience using Microsoft Office applications including Excel, Outlook, and Word
• Demonstrated success managing multiple priorities, deadlines, and competing demands.

Demonstrates expertise in managing high-volume operational transactions with a focus on accuracy and customer satisfaction, while effectively collaborating with internal teams and external partners to resolve complex issues and improve processes.

• Operational Management
• Data Analysis
• Process Improvement
• Vendor Management
• Microsoft Office Suite

• Data Reconciliation
• Order Processing
• Reporting
• Workflow Monitoring