Publisher Support Rep II

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team.

About the role

As a Key Publisher Support Representative (Publisher Operations Specialist), you will serve as a critical liaison between EBSCO, our global offices, and strategic publisher partners. You will manage complex operational processes that impact customers and partners worldwide. We work in a fast-paced, collaborative environment where success depends on communication, adaptability, problem-solving, and a commitment to continuous improvement. This position is hybrid; team members are in the office at least once weekly and are in the office for training, collaboration sessions, and business needs as required.

Responsibilities

• 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.

Requirements

• 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.

Skills

• Experience improving workflows, documenting processes, or supporting operational excellence initiatives.
• Experience analyzing data and using reporting to support business decisions.
• Experience creating or maintaining work instructions or training documentation.
• Experience working with external business partners, vendors, suppliers, or customers.

Pay

USD $38,130.00 - USD $54,470.00 /Yr.