Access Operations Analyst, E-Commerce Operations

Role

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 e‑commerce 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.

The position is based in Columbus, OH; salary will be $47,000–$65,000.