Dow Jones Staff Assistant I in CHICOPEE, Massachusetts

Job Description:

This Distribution and Delivery position involves supporting the overall delivery of WSJ/Barron’s to subscribers and provides appropriate customer service follow-up. With minimum supervision, performs specified duties related to the department’s activities.

Among specific duties is the daily monitoring of subscriber priority complaints and the appropriate follow-up to the customer. This involves calling the subscriber to verify the delivery problem has been resolved then updating the system(s) with this information. It can also involve follow-up to the delivery contractor or manager, via a phone call or e-mail, detailing the problem and asking what can be done to resolve it. Data entry of carrier routing is also needed as contractor responses are received.

Delivery and trucking contractor payments are prepared weekly. This involves gathering payment and vendor data, inputting the information into the system and auditing to assure proper data entry. Payment research is often needed to answer contractor questions that may arise.

Another requirement of this position relates to the gathering and reporting of late and missed deliveries on a national level. A strong working knowledge of home delivery is crucial to perform this task. It can involve follow up e-mails/calls to the field to get more detailed information about a specific delivery problem so that it can be reported accurately. It requires interaction with circulation and production managers, delivery and print contractors and executive management. A summary report is created to share a daily snapshot of nationwide delivery problems for WSJ, Barron’s and NYP.

Position Requirements:

Candidates must have strong written and verbal communication skills. Prior customer service experience is required. MS Word and strong MS Excel skill set is essential. Must be detailed oriented, able to handle multiple tasks simultaneously, and prioritize a fluctuating daily work load. Previous experience with OLF preferred. Delivery related background helpful. Candidate must be available to work the 6:00 AM Saturday shift on a rotating basis, as well as the Monday – Friday 6:00 AM shift for vacation coverage.

Company Overview:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets

Requisition ID 2017-29468

Job Locations USA - MA-CHICOPEE

Job Function Office Administration

Business Area ..

Job Area1 Product & Operations

Job Area2 ..