Job Information
American Chemical Society SA37P2 Sales Support Analyst in Columbus, Ohio
Description CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 115 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide. CAS is currently seeking a Sales Support Analyst. This position will be located in our headquarters in Columbus, Ohio. Job Summary: Responsible for complex customer support functions within the framework of established policies. Responsible for providing customers with product access and account administration which includes CAS policy adherence, legal document review, Non-Standard Request (NSR) review and final approval, account creation & maintenance, login IDs, credits, invoices, Customer Master Data creation & maintenance with stringent service level objectives, to ensure proper product & Services access and accurate billing. This position is responsible for responding directly to customer requests. The position also supports new product development, and product launches and participates in many CAS projects and initiatives. Job Accountabilities: Responds to customer inquiries regarding products and CAS Services, processing product orders, ensuring CAS policy adherence, setting up customer accounts and login IDs, and establishing product/file access. Controls customer and vendor access to STN files, SciFinder databases, and other web products through established guidelines (e.g. IP address validation, etc.). Controls access to confidential business information under the Toxic Substances Control Act (TSCA) (requires background check and fingerprinting). Researches and analyzes SAP ECC, Salesforce.com, Customer Service Tool (CST) and/or MS Outlook records to establish access and new accounts, and resolve product access, billing, and operational issues. Researches account eligibility status and organization structure to support internal reporting. Serves as an internal resource for Strategic, Key, Consortia, and complex account needs. Participates in the implementation of corporate partnership agreements and specialized billing of contracts. Communicates with Revenue Ops staff, Finance, and IT in resolving technical and operational problems pertaining to products supported. Requires attention to detail, critical thinking and strong time management, prioritization, and investigative skills to coordinate and share information across multiple teams and provide solutions for customer inquiries and needs. Creates and Maintains customer ownership and demographic information, updating confidential customer records using SAP, Salesforce.com, CST, Time Sharing Option (TSO), and/or SharePoint. . Adheres to established standards in the creation of contact, site, and parent customer records demonstrating critical thinking. Solves complex account setups while maintaining quality objectives and adherence to documented standards to ensure billing and customer reporting accuracy. Reviews associated discrepancy reports and makes corrections as necessary. Processes credit requests, researching, validating, and obtaining proper approval. Reviews invoices and corrects discrepancies prior to invoices being mailed. Follows similar procedures for compiling and issuing electronic usage reports to customers. Also prepares weekly, monthly and quarterly reports (e.g., correspondence statistics, login ID's assignments, invoice processing, production, etc.) analyzing data for anomalies, trends, recommendations, and continuous improvement. Utilizes office automation tools to communicate effectively with both external and intern