Operations Specialist - Hopkins, United States - East View Companies

East View Companies Hopkins, United States

2 weeks ago

Description

Job Description

Job DescriptionDo you like foreign languages or global studies? Library Science or troubleshooting?

East View is a leading provider of native and translated foreign language information products and services, including Russian, Chinese, and Arabic databases, print periodicals, books and microforms. We serve all geographies and many market segments, including academic institutions, government organizations, corporations, public and federal libraries and law firms.

We are searching for an Operations Specialist to support customer accounts around the world for online products and data delivery processes. This position is a multi-functional role responsible for project coordination and fulfillment in support of our public, academic, and other library customers, including overseeing all aspects of electronic file transfers and data feed processes.

Key Duties:

Provide proactive and seamless customer support to effectively and efficiently manage customer projects within our "Online Product portfolio" (e.g., archives, digital deposits, and data delivery process)
Together with Project Management, Product Management and Sales, participate in setting up project schedule, data deliveries, data order fulfillment, and delivery reports
Ensure smooth setup for data transfer processing including data mapping process
Perform Quality Control: Verify data sets and titles match content; compare manifests to ensure delivery matches order.
Management of data deliveries and data order fulfillment, including working directly with clients, data providers and the service team to ensure smooth setup for data transfer processing including data mapping process and working through all technical issues as they arise
Use analysis along with policies and procedures to resolve customer issues with datasets
Act as technical liaison between content providers/data suppliers, IT and the client to identify and resolve any technical issues
Provide superior customer support for online products, customer orders and other requests
Troubleshoot and resolve any issues to ensure total customer satisfaction

Key Qualifications:

2+ years' experience in product support or customer service, preferably in an academic or service environment
Strong organizational, problem solving, and time management skills to meet schedules and deadlines in a fast-paced, service-driven environment required
Experience with File Transfer Protocol (FTP), eXtensible Markup Language (XML), file management or other forms of electronic file transfer
Ability to effectively interface with customers at all levels of technical capability
Strong attention to detail and organizational skills with demonstrated expertise in producing accurate high-quality deliverables required
Foreign language comprehension in Chinese, Russian, or Arabic is a plus but not required
Fluency in English language (both verbal and written) required
High drive/motivation with the ability to adapt to changing requirements required
Computer proficiency and power user of analytical software such as MS Excel
Critical and analytical thinker with strong troubleshooting skills required
Excellent oral, written and interpersonal skills with demonstrable customer focus

Workplace Details

This is a full-time, hybrid position with benefits located in Minnetonka MN near Hopkins Crossroads/Hwy 394.

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