Journal Support Specialist

Journal Support Specialist

The Journal Support Specialist is a key member of the Publishing Support team, reporting to the Journal Support Manager. This role provides expert customer service to authors, editors, and internal stakeholders across the publishing journey, with a focus on Open Access workflows and policy-driven processes.

The specialist collaborates with Editorial, Finance, Production, and Policy teams to resolve queries, improve workflows, and enhance the author experience. The role requires a strong understanding of publishing operations, financial processes, and project management principles, with an emphasis on continuous improvement and cross-functional collaboration.

Responsibilities

Customer Service & Vendor Management

• Respond promptly and professionally to author queries via Freshdesk and chat.
• Liaise with vendor teams (e.g., Straive) to ensure consistent service delivery.
• Communicate updates and policy changes to SNCS and vendor teams.
• Monitor query volumes and types; generate reports and insights.
• Provide training materials and feedback to vendor team leaders.

Workflow & Quality Management

• Maintain and improve documentation, workflows, and canned responses.
• Review ticket handling for quality assurance and recommend improvements.
• Analyze satisfaction survey feedback to identify pain points and opportunities for automation or self-service.

Project Management & Process Improvement

• Lead or contribute to continuous improvement initiatives aligned with departmental strategy.
• Apply Lean Six Sigma principles to streamline processes and enhance efficiency.
• Collaborate with internal stakeholders to adapt projects to evolving business needs.
• Prepare data and background materials to support proposed changes.

Finance & Invoice Support

• Draft and review contracts to meet customer and business requirements.
• Manage invoice creation, cancellation, and edits in SAP.
• Ensure compliance with financial policies and resolve payment-related queries.
• Generate reports and follow up on outstanding invoices.

Experience, Skills & Qualifications:

Essential

• Strong organizational and time management skills.
• Detail-oriented with a high level of accuracy.
• Proficient in Freshdesk, SAP, OASiS, Microsoft Office, and project management tools.
• Excellent written and verbal communication skills.
• Ability to handle confidential information with discretion.
• Initiative-driven with problem-solving capabilities.
• Comfortable working in agile, fast-paced environments.

Desirable

• Understanding of publishing workflows and Open Access policies.
• Experience with contract drafting and financial processes.
• Familiarity with Lean Six Sigma methodologies.
• Strong networking and research skills.
• Empathetic and collaborative approach when working with vendor teams.
• Project management experience and ability to lead cross-functional initiatives.

Springer Nature US provides a comprehensive and competitive benefits package which includes the benefit offerings listed below:

• Medical, Dental and Vision
• 401(k) with company match and contribution
• Hybrid office working policy, Summer Hours, and paid time off
• Flexible Spending and Commuter programs
• Multiple Life insurance options
• Disability coverage
• Tuition Assistance
• Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
• Employee Assistance Program
• Family friendly benefits and a variety of employee discounts
• An array of Employee Social Networks

US Annualized Base Salary Range: $42,000 - $50,000. The salary offer may vary based on work experience, education, skill level, and equity. The US salary range does not align with the salary ranges in other countries when converted to the currency of that country.

Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following poster.

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture, and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here.

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