LOCATION: Hagerstown MD – Hybrid, 8 days a month in the office OVERVIEW Our Customer Service Representatives (Data Control Coordinators) are the ‘keepers’ of all data and are vital to the success of the business. In this role, you would effectively provide internal users and external customers with timely and accurate business information and analysis and assist in the ongoing operational maintenance of the fulfillment system, in the form of system interpretation, table set-ups, microsites, onboarding new publications, reports, mailing documents, invoices, audited publications, renewals, promotions, and other various data output. This role requires advanced technical expertise with Advantage, SQL, file manipulation, and the Microsoft Office Suite. RESPONSIBILITIES PERIODICAL SUPPORT CYCLE END Coordinate all aspects of the cycle end distribution process for all periodical products from scheduling through electronic transfer of distribution files, ensuring timeliness and accuracy of the process. Coordinate periodical class postal audits with USPS and Periodical Operations. RENEWALS Maintain the periodical renewal process, including but not limited to, monitoring pull schedules, setting up system select criteria, scheduling and generating auto-renewal process, creating specialized renewal efforts, and interfacing with renewal vendor for receipt of output and resolution of rejects. ELECTRONIC FILES Coordinate and monitor the automated upload of periodical subscription orders. This includes subscription agent electronic files, pharmaceutically sponsored subscriptions, and society membership accounts. ACQUISITIONS, TRANSFERRED or DISCONTINUED Facilitate all aspects of the data transfer of new or discontinued titles. Coordinate system set up, reconciliation of financial reports and upload of new subscription records. Generate transfer files and provide new publisher file layout and table definitions. Ensure complete closure of all system issues regarding discontinued titles. ELECTRONIC / ONLINE ACCESS OF PERIODICAL CONTENT Coordinate online access for subscribers not maintained on our existing fulfillment system, such as, end users of bulk or freight forwarded subscription orders, member lists maintained by the society, and Sponsored subscriptions. PRODUCT SUPPORT ELECTRONIC FILES Coordinate and monitor the automated upload of product sales information, (Plymbridge, Australia, EDS) and product orders including EDI from wholesale / retail customers. SALESMEN / CONVENTION Oversee salesmen and convention processing including salesmen inventory, convention order processing, returns processing, and ancillary warehouse maintenance. Coordination and reconciliation of annual physical inventory for the ancillary warehouses. There are approximately 30 salesmen warehouse accounts and 150 convention warehouse accounts which must be reconciled on an annual basis. MICROSITES Support and maintain the set up and updates for all microsites (discounted product packages created by ed sales reps specific to each school/university) in the Advantage Fulfillment System to allow order/sales for this special product offers. Maintaining a 95% or higher service level by answering all requests for set ups and/or updates within 24 business hours. INVENTORY Assist finance and warehouse with inventory maintenance on the fulfillment system. This includes, but is not limited to, processing donations and destruction orders, upload of inventory adjustments and coordination of physical inventory in our main warehouse. Assist finance and the warehouse with the reconciliation of inventory between three systems, the fulfillment system, the accounting system, and the warehouse management system. SYSTEM SUPPORT TABLES / SYSTEM OPTIONS Maintain up to date knowledge of all operational aspects of the fulfillment system, including maintenance and update of all system driven tables and codes that govern the running of the business. This includes the following modules: CIR, PRO, STO, TAX, CPN, INV, SAL, CDS, SYS, MBR. Set up and maintain promotion code data and interface with marketing department and customer service to ensure timely and accurate system handling of mail plans and sample pieces. There are hundreds of mail plans per year, which equate to several hundred promotion codes. UPGRADE, TESTING, AND PROCESSES In conjunction with I.S. and other business units, coordinate the testing and implementation of upgrades or modifications to the current fulfillment system. Support and generate system batch processes to facilitate update to customer records, such as Mass Cancellation, Auto Renewals, Inventory Uploads, etc. DAILY EDIT REPORTS Verify and reconcile the nightly edit reports, which monitor the posting processes of circulation orders, product orders, inventory, and accounts receivable. REPORTS AND FILE MANIPULATION (DCII) Run and analyze user defined reports from the fulfillment system; set up and run mail lists and file extracts, providing accurate and timely information to the user community. Complete file comparisons utilizing various software packages and report to the user the findings. Creation and maintenance of Access databases to facilitate analytical reporting and file manipulation. OPERATIONAL SUPPORT Provide support to the business units in the research, development, testing and implementation of automated solutions. This would include examples such as workforce management software packages, automated databases, and improvements to the software which supports telephone and e-mail customer service. DAILY ERROR REPORT Generate and review daily error reports. Send errors to appropriate managers for corrections. Report any issues to the Advantage Help Desk via the JIRA Reporting System. JIRA/HELP DESK Report data and system issues to the Advantage Help Desk via JIRA. Loop in all key stakeholders for known issues and follow the ticket through from start to finish, providing updates, examples, and assisting with testing when needed until issues are resolved at which time you will close the ticket request. QUALIFICATIONS
Education
High School or equivalent, some college or equivalent years of experience is preferred.
Experience
(Preferred) Minimum of 2 years’ experience working with Microsoft Office Suite in a business environment Minimum of 4 years’ experience in a publishing or fulfillment environment
Experience
creating databases, file comparisons, file manipulation.
Experience
evaluating data and producing analytical reports.
Experience
in creating procedures and documentation of business policies. Prior experience working on a fulfillment, (or related) system, generating data or reports. Advantage 2020 or later, Omni stream, and SQL experience preferred TRAVEL: No travel – subject to change with advanced notice. #LI-Hybrid Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: $29,200.00 - $48,900.00 USD Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. Additional Information: Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.