Editorial Standards Specialist

The Editorial Standards Specialist (ESS) is primarily responsible for helping authors through the editorial services process as quickly as possible by following up with authors after an editorial service has been performed. The ESS may answer or direct author editorial inquiries to the right individuals or general questions to the right departments. This is a full-time position.

Key Functions

Scheduling and Trafficking

· Track and follow up with authors after an editorial service has been performed.

· Manage authors in workload of titles going through editorial services process.

Author Assistance

· By phone and e-mail, answer general factual questions, research complaints about the title-specific editorial service to inform customer service staff, and track all communications.

· Assist authors by communicating feedback to editors and completing any required editorial forms or questionnaires. 

· Pass along white papers, guidelines, and other editorial information to authors as needed.

· Initiate follow-up contact with authors if time elapses after an editorial service to ensure timely turnaround of manuscripts.

· Advance problematic or difficult author questions to the Editorial Services Coordinators, Management, or to the appropriate Editorial Consultant if author is considering purchasing an editorial service.

Administrative

· Perform quality-assurance checks on editorial services as needed.

· Facilitate payments for add-on services when necessary.

· Facilitate returns or adjustments to editorial orders when needed.

· When needed, assist Editorial Department in trafficking project files in and out of the department.

· Assist Editorial Service Coordinators to resolve service-level inquiries with authors.

Best Practices

· Demonstrates self-reliance by meeting/exceeding workflow needs.

· Follows established processes as outlined by Manager.

· Participates in process review and improvement with Manager.

· Complete assigned duties based on daily business needs and individual skill set.

· Consistently produces a high volume of quality work.

· Is capable and adapts as needed to work under pressure and meet tight deadlines.

Quality Assurance

· Complete quality-assurance checks.

· Perform work accurately based on job functions/responsibilities, daily business needs, and individual skill set.

Customer Service

· Always takes a courteous, helpful approach and is solution-oriented. 

· Demonstrates outstanding customer service skills.

· Works efficiently and respectfully with all customers, both external and internal.

· Communicates effectively, is thoughtful, articulate, clear, and concise.

· Is timely with all customers, both external and internal, and is available when needed.

· Is prompt and accurate with information/guidance when answering questions.

Team Work

· Ensures a spirit of excellence, teamwork, collaboration, and cooperation.

· Volunteers to assist others to meet the workflow needs.

Professionalism

· Complies with Author Solutions employee manual, guidelines, policies, and procedures.

· Respects and protects confidential information.

· Demonstrates a positive, professional approach to work effectively with customers, vendors, and staff.

· Demonstrates the ability to exercise good judgment.

· Contributes to a positive, productive work environment.

· Attends required and other pertinent in-services and meetings, and takes advantage of internal educational opportunities.

· Maintains excellence in attendance and punctuality.

· Positive communication skills; correct grammar, clear speech; provides prompt, professional responses.

· Is self-motivated, takes responsibility, and resolves situations.

Answers incoming calls and forwards to appropriate area.

Computer/system knowledge, proficient keyboard skill and accuracy.

Demonstrates experience with a variety of office machines.

Ability to multitask.

All other duties as assigned.

Core Competencies

Customer Focus

· Builds and maintains customer satisfaction.

· Recognizes and anticipates customer needs.

· Seeks ways to improve service.

Adaptability 

· Adapts to changing business needs and work responsibilities.

· Anticipates, plans, and embraces change with a positive attitude.

· Adjusts and provides alternate plans when necessary.

Accountability

· Takes personal responsibility for work quality.

· Meets work schedules and deadlines.

· Achieves results with little oversight.

Communication

· Organizes and expresses information clearly orally and in writing.

· Listens effectively and responds appropriately.

· Identifies and utilizes effective communication methods.

Ethical Workplace Conduct and Behavior

· Demonstrates positive attitude.

· Adheres to the Code of Conduct and principles. 

· Demonstrates dignity and respect to all.

Teamwork

· Respects differences and values diversity.

· Welcomes participation from others and volunteers to help when needed. 

· Is both task- and team-focused.

Strategic Outlook

· Constructs and debates ideas for growth.

· Able to look at the bigger picture and predict effects or results.

· Able to both plan and implement processes or programs to achieve a specific result.

Opportunity

· Demonstrates a focus on professional development.

· Open to options for continued growth.

· Works toward personal and professional improvement.

Commitment

· Demonstrates belief in a positive atmosphere.

· Demonstrates participation in an innovative and ever-changing environment.

· Willing to work with management daily.

Local Responsibility

· Willing to participate in individual community outreach.

· Demonstrates an awareness of his or her impact on Author Solutions’ community perception.

· Willing to invest in company service opportunities.

Has access to highly confidential data with respect to company information and customer information.

Distribution of e-mail, mail, and faxes.

Access to other e-mail inboxes for general inquiries.

Analytical ability to define problems or opportunities, devises solutions, and leads implementation of solutions. 

Will meet required timeliness with accuracy and in terms of completion, in order to comply with business need and company policies. 

Will comply with legal and regulatory requirements.

Prioritizes tasks and primary duties and within scope of position.

Primary duties should be completed daily.

Title

Job Code

Grade

FLSA

No. Supervised

None

Interaction with the executive and leadership team.

Daily interaction with employees and managers.

Frequent interaction with authors.

May have communication with others, e.g., customer service department.

FACTOR:

REQUIREMENTS:

KNOWLEDGE

Education (type/years)

Experience (type/years)

High school diploma required, bachelor’s degree preferred (preferably in English, Communications, or Journalism).

Two to three years’ prior customer or administrative service required (preferably with books).

Editing/Publishing experience preferred.

SPECIFIC SKILLS

Microsoft Word, Excel, and Outlook, Internet use, typing skills at 50 WPM, ability to research and apply editorial fundamentals from the Chicago Manual of Style

PHYSICAL SKILL

Type/Precision/Dexterity

Sufficient manual and digital dexterity to work with a computer keyboard, mouse and monitor, phone pad.

PHYSICAL EFFORT

Type/Frequency/Intensity

Frequent typing/reading

WORKING CONDITIONS

(Hazards, Travel, Hours)

8:00 a.m. to 5:00 p.m. core schedule with flexibility for start and ending times. Additional hours and/or overtime depending on position and needs of the business may be required.