Key Facts

Remote From:

Full time

Mid-level (2-5 years)

Hard Skills

Invoicing Order Management Product Renewals Access Control Facility Cross-Functional Collaboration Data Entry Data System Process Management Account Management Microsoft 365 Service Fulfillment Contract Management Customer Relationship Management Operational Reporting Admin Tools Query Planning Microsoft Dynamics CRM Stakeholder Communications

Other Skills

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Calmness Under Pressure
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Analytical Skills
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Time Management
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Teamwork
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Critical Thinking
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Customer Service
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Organizational Skills
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Detail Oriented
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Verbal Communication Skills

Roles & Responsibilities

Graduate degree or higher.
2–4 years of experience in customer service, operations, or account management roles.
Familiarity with CRM tools (e.g., Salesforce) and ticketing systems (e.g., Halo).

Requirements:

End-to-End Process Management: Handle order processing, access control, and invoicing within defined SLAs, ensuring accuracy and timeliness.
System Data Management: Utilize Salesforce, fulfillment systems, and related tools to capture, update, and maintain account and contract details.
Customer Engagement and Query Resolution: Build strong relationships with society partners and editorial teams, and manage tickets and customer queries through Halo, ensuring prompt resolution and high satisfaction levels.
Reporting, Prioritization, and Problem Solving: Prepare and submit daily productivity reports, independently manage multiple tasks and deadlines in a dynamic environment, and apply critical thinking to research issues and deliver efficient resolutions.

SAGE Publishing

About SAGE Publishing

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, 24-year-old Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely. Driven by the belief that social and behavioral science has the power to improve society, we focus on publishing impactful research and enabling robust research methodology. We produce high-quality educational resources that support instructors to prepare the citizens, policymakers, educators and researchers of the future. Sage is committed to building an inclusive organization where all individuals are treated with fairness and respect, regardless of age, ability, gender, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, socio-economic background, or sexual orientation. Diversity is one of the cornerstones of a vibrant culture and we are undertaking work to build a Sage that is more equitable and representative of the communities we serve and of which we are part. As well as driving change within Sage, we are also passionate about supporting diversity, equity and inclusion in wider society through our publishing activities. To find out more, visit https://group.sagepub.com/dei

Founded: 2018

Company size: 1001 - 5000

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Job description

Job Purpose

The Society Support team plays a critical role in delivering exceptional customer service to societies and their members. Supporting over 300 unique arrangements, this position ensures smooth operational processes by collaborating closely with editorial teams and internal stakeholders. Responsibilities include managing invoicing, renewals, address updates, and enabling accurate online access, all while maintaining high service standards and operational efficiency.

Key Accountabilities

End-to-End Process Management: Handle order processing, access control, and invoicing within defined SLAs, ensuring accuracy and timeliness.
System & Data Management: Utilize Salesforce, fulfillment systems, and related tools to capture, update, and maintain account and contract details.
Customer Engagement: Build strong relationships with society partners and editorial teams, providing tailored support and proactive solutions.
Query Resolution: Manage tickets and customer queries through Halo, ensuring prompt resolution and high satisfaction levels.
Workload Prioritization: Independently manage multiple tasks and deadlines in a dynamic environment.
Problem Solving: Apply critical thinking to research issues and deliver efficient resolutions.
Reporting: Prepare and submit daily productivity reports for transparency and operational tracking.
Cross-Functional Support: Assist other operational verticals during lean periods to ensure business continuity.

Skills & Competencies

Strong customer service orientation with proven analytical and problem-solving skills.
Excellent written and verbal communication abilities.
Proficiency in Microsoft Office 365 suite and related administrative tools.
Ability to work under pressure and meet deadlines in a fast-paced environment.
Detail-oriented with strong organizational skills.

Qualifications & Experience

Graduate degree or higher.
2–4 years of experience in customer service, operations, or account management roles.
Familiarity with CRM tools (e.g., Salesforce) and ticketing systems (e.g., Halo) preferred.

Diversity, Equity, and Inclusion

At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong.  As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.

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