Sept 21, 2007

Sept 21, 2007

LIBRARY TECHNICIAN I, INFOTRIEVE, WILTON, CT  

The Library Technician I is responsible for conducting the day-to-day Library Services duties required to deliver high-quality document delivery services to the STM Library client. Primary duties of the Library Technician I include processing all incoming document delivery and book loan requests, and providing front-line customer service for all client end-users.

Essential Job Functions:

- Monitor client VL and email inboxes and respond to end-user inquiries efficiently and professionally.

- Handle incoming client customer service phone inquiries efficiently and professionally.

- Provide assistance to clients on other library-related issues, referring more complicated issues to the Library Technician II as needed.

- Process all incoming document delivery and book loan requests.

- Conduct basic citation verification, referring more complicated orders to the Library Technician II as needed.

- Access appropriate VL, email accounts and/or proprietary databases to process orders.

- Perform order entry, processing, fulfillment, sourcing and tracking.

- Access client intranet site and other databases (PubMed, MicroPatent, publisher websites) to verify and fill orders.

- Compile monthly statistics as required by the Library Services Manager for invoicing and reporting purposes.

- Collaborate closely with other Library Services team members and work with other Infotrieve departments as needed, particularly the STM Library document fulfillment team.

- Contribute suggestions and workflow improvements regarding document delivery and library services.

- Perform other duties as required.

Qualifications:

- One to two years previous library experience a plus.

- Strong customer service orientation.

- Experience working in an automated library environment preferred.

- Proficiency using Internet and desktop software. 

- Proficiency retrieving information from publisher websites preferred.

- Excellent written and verbal communication skills.

- Proven ability to develop and maintain positive client relationships.

- Proven ability to multi-task and meet deadlines.

- Strong organizational skills and attention to detail.

- Capable of working independently as well as with a team.

Please send resume and salary expectations to careers@infotrieve.com.

About Infotrieve:

Infotrieve is a nationwide provider of document delivery, library and information management services. To find out more about us, go to www.infotrieve.com.

LIBRARY TECHNICIAN II, INFOTRIEVE, WILTON, CT

The Library Technician II is responsible for VL account management, customer service and sourcing tasks related to document delivery and library services. Responsibilities also include management of circulation, serials and catalog activities.

Essential Job Functions:

- Manage VL accounts and account workflows as directed by the Library Services Manager (LSM).

- Provide in-depth customer service for all client end-users, via telephone and email.

- Conduct citation verification, referring complicated issues to the LSM as necessary.

- Update client account information in conjunction with the LSM.

- Maintain client VL holdings in conjunction with the LSM.

- Update client catalog records in conjunction with the LSM.

- Manage client serials check-in and claims processing.

- Manage client circulation functions, including book loans, ILL’s and book purchases.

- Access client intranet site and other databases (PubMed, MicroPatent, publisher websites) to verify and fill orders as needed. 

- Update proprietary inventory management system and in-house databases as needed.

- Perform cataloging and other high-level Library Services as needed.

- Access appropriate VL, email accounts and/or proprietary databases to process orders as needed.

- Perform order entry, sourcing, fulfillment and tracking as needed.

- Compile monthly statistics as directed for invoicing and reporting purposes.

- Work with LSM to train new staff and keep staff training guides and documentation updated.

- Collaborate closely with other Library Services team members and work with other Infotrieve departments as needed, particularly the STM Library document fulfillment team.

- Contribute suggestions and workflow improvements regarding document delivery and library services.

- Perform other duties as required.

Qualifications:

- Two to four years previous library experience a plus.

- Knowledge of current trends, practices and developments in library services and information retrieval.

- Experience working in an automated library environment preferred.

- Proficiency with the Internet, desktop software and library based software applications.

- Proficiency retrieving information from publisher websites and databases such as PubMed, MicroPatent, etc. 

- Strong customer service orientation.

- Excellent written and verbal communication skills.

- Proven ability to develop and maintain positive client relationships.

- Proven ability to multi-task and meet deadlines.

- Proven ability to operate under minimal supervision, exercising strong decision making skills.

- Strong organizational skills and attention to detail.

- Capable of working independently as well as with a team.

Please send resume and salary expectations to careers@infotrieve.com.

About Infotrieve:

Infotrieve is a nationwide provider of document delivery, library and information management services. To find out more about us, go to www.infotrieve.com.

LIBRARY SERVICES MANAGER, INFOTRIEVE, WILTON, CT

  The Library Services Manager is accountable for the successful execution of all Library Services operations and business relationships. In conjunction with the client management team, the LSM provides functional leadership and operational direction for all services managed by Infotrieve on behalf of the STM Library client. This position is responsible for meeting and exceeding customer expectations while maintaining fiscal responsibility and growing the STM Library Services business.

 Essential Job Functions:

- Maintain a full understanding of all account financials, performing account reconciliations and audits as required.

- Process all account invoices and charge-backs. 

- Manage account reporting and analyses based on predetermined deliverable schedules, as well as ad-hoc reporting needs.

- Provide front-line collection analyses, tailored to the specific business needs of the client.

- Partner with the client to realize efficiencies in all workflow procedures.

- Partner with the client to identify creative solutions to address current service and staffing needs.  

- In conjunction with designated client teams, lead new technology transition and implementation efforts pertaining to client needs.

- Process and maintain all reporting requirements as per client contract and STM management requirements.

- Establish and implement standardized processes and procedures as pertaining to Infotrieve-supplied services.

- Provide front-line, high level customer service to the entire client-user community as pertaining to Infotrieve-supplied services.

- Supervise, train and direct the Infotrieve Library Services staff members as needed.

- Determine staffing requirements; communicate priorities to Director of Library Services.

- Ensure new hires meet contract qualification requirements and that rates are consistent with contract and corporate guidelines.

- Coordinate recruitment and performance review process with Director of Library Services and Human Resources.

- Promote an open working environment where opinions, views and ideas can be shared.

- Participate in strategic planning/meeting with client and within Infotrieve.

- Identify and develop relationships with local industry affiliations.

- Identify up-selling and/or organic growth opportunities of current business.

- Perform all Library Services functions as needed, including front-line email and phone customer service and all order processing, sourcing and fulfillment tasks.

- Contribute suggestions and workflow improvements regarding document delivery and library services.

- Perform other duties as required.

Qualifications:

- Degree in Library Science or equivalent work experience.

- Four to six years previous corporate library management experience a plus.

- Strong customer service orientation.

- Strong analytical and problem solving ability.

- Working knowledge of library operations, database search tools and library automation packages.

- Proven ability to work collaboratively with clients and colleagues to build strong business relationships.

- Proven ability to operate under minimal supervision, exercising strong decision making skills.

- Proven ability to manage projects, meet deadlines and deliver on customer expectations.

- Proven technical proficiency in an automated library environment.

- Proficiency with the Internet, desktop software and library based software applications.

- Proficiency retrieving information from publisher websites and databases such as PubMed, MicroPatent, etc. 

- Excellent written and verbal communication skills.

Please send resume and salary expectations to careers@infotrieve.com.

About Infotrieve:

Infotrieve is a nationwide provider of document delivery, library and information management services. To find out more about us, go to www.infotrieve.com.