Customer Relations Specialist

Penn State University

University Park Campus
Campus City:
University Park, PA
Date Announced:
Date Closing:
open until filled
Job Number:
Level/Salary Band:
02 – F – Non-exempt
Work Unit:
University Libraries
University Press
Full/Part Time:


Penn State University Press, a division of The Pennsylvania State University Libraries and Scholarly Communications, seeks a Customer Relations Specialist to process orders and respond to customers at the Press’s warehouse operations at the University Park, PA campus. Duties will include: expediently process orders received via web, fax, and mail, through the inventory management system; Answer phones and provide support to customers, authors, and vendors, including placing orders, and providing product information; Troubleshoot customer and client problems with a view toward solving problems quickly and efficiently so that the customer is satisfied, and service maintained; Manage the customer service email account; responding to queries, expediting orders, and forwarding sales specific inquiries to the marketing department; Process special orders including: exam copies, author copies, and exhibit/conference copies; Handle return authorizations, credit memos, chargebacks, and short shipment claims; Assist office personnel with electronic business system processing, and royalty processing; Process Electronic Date Interchange (EDI) and add inventory records into the inventory management system; Participate in periodic physical inventories and the cycle counting process. Typically requires an Associate's degree or higher plus four years of related experience, or an equivalent combination of education and experience. The successful candidate must possess transferable communication skills, pay attention to detail, maintain confidence, and be able to prioritize. Sharing the University’s commitment to diversity, equity, respect and inclusion is essential. The successful applicant should be thoroughly acquainted with the principles and practices of customer service and be willing to learn about the books being sold. Familiarity with the publishing industry, particularly university presses, as well as publishing/inventory standards such as EDI, ASN, ONIX, and Amazon’s Vendor Central, as well as inventory software such as InOrder or Acumen, would be a plus. The press publishes approximately 100 books per year and 70 peer-reviewed journals and distributes for multiple international publishers. Roughly 65,000 units ship from the warehouse annually to locations across North America and to distribution partners in the UK, Japan, and Australia. The University Libraries values diversity of thought, perspective, experience and people, and is actively committed to a culture of inclusion and respect. We encourage candidates to apply who thrive in a welcoming multicultural environment. More information on Penn State’s commitment to Diversity, Equity and Inclusive Excellence, can be found by visiting For additional information about the Libraries’ diversity efforts, please visit

These salary bands have been established to provide salary guidelines for staff positions.

Salary Band Minimum Midpoint Maximum
A $16,584 $24,456 $32,328
B $18,240 $26,904 $35,556
C $19,728 $29,592 $39,456
D $21,708 $32,568 $43,416
E $24,312 $36,468 $48,612
F $27,228 $40,848 $54,456
G $30,012 $45,744 $61,500
H $34,188 $52,140 $70,080
I $38,988 $59,424 $79,908
J $43,716 $67,740 $91,812
K $50,712 $78,600 $106,488
L $58,836 $91,176 $123,528
M $68,232 $105,756 $143,292
N $80,508 $124,788 $169,068
O $93,492 $147,252 $201,024
P $110,340 $173,760 $237,192
Q $126,396 $199,056 $271,728
R $151,668 $238,872 $326,088