Production Services Associate

Date: Sep 10, 2022

Location: Columbus, OH, US, 43202

Company: American Chemical Society

Division and Unit Overview  

With a membership of more than 151,000, the American Chemical Society (ACS) is the world’s largest scientific society and one of the world’s leading sources of authoritative scientific information. A nonprofit organization chartered by Congress, ACS is at the forefront of the evolving worldwide chemistry enterprise and is the premier professional home for chemists, chemical engineers and related professions around the globe.

The Membership Division serves the needs of ACS members and chemistry practitioners worldwide by providing scientific and professional services that advance their success. The Division facilitates the advancement of science through technical meetings, online content, diversity, professional courses, green chemistry programs, and international activities. It also supports thousands of volunteers annually in increasing public awareness of chemistry and provides support to more than 20 ACS governance committees, working groups, and task forces.

Within the division, the Member Services Department provides customer service and support to Society members and subscribers for Society publications and educational offerings. These services include maintaining the database of Society membership and providing assistance to all members, subscribers, and customers on account information & ordering, abstract submission and meeting registration, volunteer support, access to products/programs/services and other customer inquiries.

We are presently filling a Production Associate position within Member Services. The position is full-time, non-exempt, with benefits and is located in Columbus, OH. The incumbent will work in a team environment alongside a global Contact Center that responds to inbound inquiries from individual members via multiple channels. The incumbent will be expected to work onsite on the Columbus campus a minimum of 3 days per week and may be approved to work remotely 2 days per week, during normal business hours (8:00 a.m. to 5:00 p.m. Monday through Friday).


The primary responsibilities of the Production Associate are as follows:

  1. Supports all aspects of Society fulfillment including weekly C&EN (a weekly Society newsmagazine) and other ACS print publications.
  2. Supports all aspects of renewals including Membership Renewals, AACT(American Association of Chemistry Teachers) Renewals, Publication Renewals and Division Affiliate Renewals. 
  3. Supports all aspects of invoice production/distribution, ERoster (membership lists) generation for our chapter governance, ACS Member payment acknowledgements & ACS new member welcome files on behalf of ACS Members as well as an abundance of other related production items. 
  4. All tasks associated with this position require a high degree of accuracy and strong attention to detail. As a result, this position includes responsibility over QA for all output to ensure we deliver quality data, distributed to the correct vendor(s) as well as on time delivery according to production schedules. 
  5. Supports the production of weekly, monthly, and annual reports to provide information to ACS Staff and outside vendors as needed.
  6. Provides customer service to internal and external customers for production related inquiries.
  7. Supports annual pricing updates to various ACS databases by entering and providing quality assurance review for accuracy purposes.
  8. Participates in the testing of complex database software changes and associated processes to ensure continued integrity of the database and process improvements. 
  9. Helps to identify and analyze trends in Production Services that indicate problems with service, products, and systems. Contributes to efforts to identify the sources of problems and the implementation of solutions.
  10. Contributes to the production of standard operating procedures and user guides related to changes or updates in systems, processes & policies.
  11. Coordinates with third party vendors to ensure member products/services are transacted correctly and on time according to production schedules. 
  12. Serves as a subject matter expert for team/department/other Society areas on questions on production procedures and membership policies and practices. Escalates non-routine issues to appropriate levels.


Required Skills: 

  • Bachelor’s degree is preferred: additional relevant experience or certifications will be considered in lieu of college. 
  • Intermediate to Advanced Excel skills including pivot tables, VLOOKUP, charts, and graphs. Proficient in the use of other Microsoft products, including Outlook, PowerPoint, Access and Word. 
  • Experience with Tableau desired. 
  • Excellent math, written and oral communication skills. 
  • Aptitude to quickly learn and apply new technical skills using ACS-specific hardware and software. 
  • Skill and acumen to develop an in-depth knowledge of ACS Membership database programs and content as well as how they interact with other Society systems. 
  • Skill and acumen to develop an in-depth understanding of platform integrations of the various technical systems and to troubleshoot/diagnose possible effects to members/constituents. 
  • Ability to work in a production-oriented environment as part of a team to achieve departmental goals.



Required Experience:

  • 3 years of professional work experience in a production support role.
  • Experience with Customer Relationship Management (CRM) systems highly desired.


The incumbent will be expected to work onsite on the Columbus campus a minimum of 3 days per week and may be approved to work remotely 2 days per week, during normal business hours (8:00 a.m. to 5:00 p.m. Monday through Friday).


Nearest Major Market: Columbus

Job Segment: CRM, QA, Quality Assurance, Database, Testing, Technology, Quality