Sales Support Analyst Date: Jan 29, 2024 Location: Columbus, OH, US, 43202 Company: American Chemical Society The American Chemical Society (ACS) provides access to our premier scientific journals to the academic, corporate, and government research communities. Already established as the most-trusted, most-cited, and most-read journals in chemistry-related sciences, ACS products are well-known to and deeply respected by current and potential customers alike. We are in the process of filling an open position on our Open Access Operations Team to continue handling the increased volume of open access activities within the Sales Analysis and Support (SAS) team within ACS Publications. Current Open Access Operations Support Analyst positions will be based in Columbus, OH and will work with Publications' sales and sales support staff and clients both domestic and abroad. While the home organization for this position is Sales Analysis and Support (SAS), the incumbents will coordinate and collaborate extensively with staff in other parts of the Publications Division. 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., including the following tasks: 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. Has responsibility 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. Required Skills: Bachelor's Degree or equivalent experience. Proven proficiency in Microsoft Office products with an emphasis on Excel and an aptitude to learn and use other web-based applications with comfort and efficiency. Experience with Salesforce and other CRM tools a plus. Excellent verbal and written communication skills to interact effectively with staff, managers, vendors, and customers at all levels both domestically and internationally. Unwavering commitment to accuracy in and resolution of all tasks - whatever it takes. Demonstrated ability to work independently as well as part of a team. Working knowledge of the publishing industry preferred but not required. Required Experience: 5 years of experience in a sales/sales support environmen