CS & OTC Associate - 1124-CH-237

About Opportunity

Are you a dynamic professional looking to make a significant impact in a global information and analytics organization? Elsevier is seeking a versatile Customer Service & Order to Cash Associate who can excel in both E-delivery and Renewals processes, bringing exceptional customer experience and operational excellence to our team.

About Our Team

Our team is at the heart of delivering high-quality administrative support to sales representatives and channel partners. We work collaboratively across renewals, e-delivery and post-sales processes, providing innovative solutions and ensuring outstanding customer experiences.

Role Overview

As a CS & OTC Associate, you will be responsible for:

• Managing end-to-end order processing for renewal and e-delivery activities.
• Handling customer renewals, cancellations, access and trial requests.
• Providing comprehensive administrative support across delivery and renewal cycles

Key Responsibilities

• Take complete ownership of orders from internal customers
• Oversee ordering processes to ensure successful and timely delivery
• Create complex reports to share insights and knowledge
• Utilize CRM and Sales Force applications effectively
• Process renewals and related requests efficiently
• Collaborating with Sales and Account Management teams
• Conduct regular quality audits

Integrated Responsibilities:

• Maintain exceptional customer experience
• Respond professionally to customer queries via call and email
• Adhere to Business/Process requirements as per SOP
• Develop in-depth process and business knowledge
• Complete Root Cause Analysis for escalations
• Ensure all assigned activities are processed within agreed TAT and quality standards

Requirements

Qualifications:

• 4+ years of experience in Operations, Customer Service
• Strong problem-solving skills
• Ability to adapt to a fast-paced administrative environment
• Excellent computer skills, proficiency in Microsoft Office (especially Excel)
• Fluency in English (verbal and written)
• Proficiency in CRM and Sales Force applications
• Advanced Excel skills
• Ability to learn and adapt to new systems quickly

Soft Skills:

• Exceptional communication and collaboration abilities
• Team player with matrix organization adaptability
• Proactive approach to process improvement
• Strong attention to detail

Work Environment

• Hybrid working model (remote and office)
• Flexible working hours
• Opportunity for continuous learning and development

Our Commitment to You

At Elsevier, we offer:

• Comprehensive health insurance
• Group life insurance
• Competitive long-service awards
• Inclusive and innovative work culture
• Clear career growth pathways

Why Join Elsevier?

• Contribute to advancing science and healthcare
• Work with innovative technologies
• Be part of a global leader in information and analytics
• Opportunity to make a meaningful impact

Join Our Innovative Team

If you are passionate about delivering exceptional customer experiences, thrive in a dynamic environment, and want to be part of a purpose-driven organization, we want to hear from you!

Application Process Please submit your detailed resume highlighting your relevant experience and skills.

Elsevier is an equal opportunity employer committed to creating an inclusive workplace where diverse talents can thrive.

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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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