Order Management Analyst

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

About the Order Management Department

When you join the EIS Order Management Team, you will contribute your skills to impact multiple areas of the business. Other professionals you will collaborate with include Sales worldwide, Publisher Relations, Royalty Accounting, Customer Service and Accounts Receivable.

Basic Function:

The responsibility of Order Management is to manage the workflow of all aspects of the order lifecycle post sales submission, including order review, royalty and pricing analysis, invoicing, payment postings, billing resolution and order adjustments. The team interacts with other internal departments to resolve order issues, and expedite sales orders, as well as troubleshoot access and other related service issues.

Essential Functions:

• Demonstrates conceptual knowledge of best practices and procedures within own job discipline.
• Understands key business drivers, EIS’s processes and guidelines; ability to review multiple sources of information to confirm order integrity and accuracy
• Solves problems in straightforward situations; analyzes possible solutions using technical experience and judgement, during order review or while investigating billing issues
• Prioritize and process sales orders for all business lines with consideration for financial and access implications
• Work in close collaboration with other internal departments to gather, organize and evaluate required information or seek clarification to process orders accurately
• Review and audit sales orders for accuracy and make corrections as needed to meet requirements
• Verify adherence to royalty requirements for licensed database orders and special billing handling requests
• Effectively manage and respond to Sales, Publisher Relations and Account Receivable questions or requests for assistance within different communication channels
• Resolve issues with Customer Account Set Up and Billing
• Manage the logistics of reviewing and forwarding customer related documents to the respective business departments for handling
• Proactively identifies opportunities for improvement in processes and workflows
• Understands and assists with goals of technology initiatives to improve Order Management and internal workflows and systems.
• Follows all established guidelines and procedures to meet daily and monthly objectives
• Assist with various internal audit, financial, technical, or administrative department projects as assigned

Required Qualifications:

• Bachelor’s Degree or 4 years of professional experience in a fast-paced environment
• Ability to draw decisive and prompt conclusions to influence next steps in the process
• Ability to understand, remember, and apply oral and/or written instructions or other information
• Interact professionally with multiple business partners to diplomatically obtain solutions and maintain strong relationships
• Strong prioritization, attention to detail, time management and multi-tasking skills
• Excellent verbal and strong written communication skills with technical and non-technical professionals
• Self-managing with a team mindset
• Contributes to the success of the team
• Possess analytical skills and appreciates complex situations
• Energized to assist with challenges that make a difference and impact customer experiences
• Ability to work some overtime during peak hours in June and December, and on special projects as assigned
• Strong proficiency and practical application ability with MS Office 365 Applications (Outlook, Word, PowerPoint, and Excel).

COVID VACCINATION REQUIREMENT: As directed by Executive Order 14042: Ensuring Adequate COVID Safety Protocols for Federal Contractors, all current and newly-hired EIS employees in the United States are required to be fully vaccinated by January 18, 2022 or by their date of hire.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.