Subscriptions and Collections Coordinator
Job Details
American Psychiatric Association HQ - Washington, DC
4 Year Degree
Customer Service


The Subscription and Collections Coordinator supports the processes for the fulfillment of APA and APPs print and online publications. This position serves as the daily contact for subscriptions agencies, wholesalers, retailers and provides marketing support for institutional customers, as well as publishing operations to all subscribers and member customers. This position is also responsible for assisting in collections of outstanding balances on overdue customer accounts, and ensuring invoices and payments are correctly issued, received, and entered into APAs enterprise resource planning software (ERP; Naviga) and accounting systems. Also, shares responsibility for maintaining the desk copy process. The position interacts directly with the Naviga system and supports data entry as assigned.



  • Assist with Subscription orders and accounts receivable.
  • Assist with agency subscription orders.
  • Assist with collection on the outstanding accounts receivables.
  • Assist with generating customer invoices and statements
  • Provide customer service to institutional and agency customers
  • Asist in coordinating institutional subscriptions with Marketing Department


  • Process Customer Returns and Customer replacement orders.
    • Review and research incoming requests for short ship claims.
    • Research and dispute chargeback claims as needed and enter into the Naviga database, maintaining accurate and up-to-date records.
    • Provide assistance to customers as needed for shipping issues. Troubleshoot delivery problems for customers.
    • Stay up to date on APA return policies and requirements.
    • Assist with UPS tracking and issuing call tags.
    • Serve as a liaison with our shipping warehouse for communications.
    • Generate a monthly and year-to-date report capturing wholesale data including flagship product (DSM).
  • Produce weekly Subscription renewals and assist with generating invoices for customers.
    • Review and generate the weekly subscription renewals based on the routine schedule.
    • Coordinate all activities related to requests, ensuring accurate billing of all customers and follow-up.


  • Ensure order details are accurately entered into the Naviga system.
  • Monitor online orders for fraud, update the Naviga system and clear the orders.
    • Learn and use Naviga ERP.
    • Coordinate with Subscription and Collections Manager, Operations Manager, Director, Publishing Business Operations and staff to track orders and payments through the ERP system. Explore and troubleshoot any order data entry problems that arise.


  • Assist and coordinate annual subscription file delivery (if relevant) and invoicing with the customer.
    • Become familiar with APA subscriptions and understand the customer account details.
    • Learn the customer types and tier prices that are produced annually by the Publishing Marketing department.


  • Process orders and payments.
    • Use Naviga to create orders and issue invoices.
    • Track payments by customers to ensure timely payment.
    • Troubleshoot order and payment problems for customers.
    • Serve as contact to maintain and process PMI customer orders as need.
    • Research and respond to desk copy request.
    • Process orders and returns for eBook orders.


  • Journal Claims
  • Assist Subscription agencies and individuals with journal claims.
  • Assist in journal cancellations.


  • Other duties as assigned.




  • Bachelors degree required (or equivalent work experience).
  • Strong organizational skills and meticulous attention to detail.
  • Ability to work independently and as part of a team.
  • Technical skills required: MS Office, data base entry.


EOE, including disability/vets