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
A (CS&GME) Process Expert serves as a key stakeholder in managing and optimizingeDelivery entitlements and product processes, ensuring operational excellence and continuous improvement in service delivery.
Core Accountabilities
Process Leadership & Governance
Establish and maintain comprehensive knowledge of Global Medical Education and Clinical Solutions eDelivery systems, entitlements, and product workflows.
Lead continuous process improvement by challenging and evolving existing Standard Operating Procedures (SOPs), ensuring dynamic and adaptive operational strategies.
Monitor and report key performance indicators and productivity metrics.
Execute end-to-end process ownership and accountability.
Stakeholder Engagement & Documentation Management
Foster collaborative relationships across teams to achieve departmental objectives.
Demonstrate agility in supporting cross-functional initiatives and adapting to evolving business priorities.
Cultivate and maintain strategic networks to effectively address customer/stake holders' inquiries.
Collaborate with product teams to ensure accurate implementation of product updates in entitlement procedures.
Maintain and review documentation according to global standards, ensuring timely communication of procedural updates.
Quality Management & Compliance
Execute comprehensive Root Cause Analysis (RCA) for customer escalations and dissatisfaction incidents.
Implement quality assurance protocols through regular team audits.
Oversee special projects and high-volume order fulfillment.
Facilitate and support quality audit processes.
Continuous Improvement & Innovation
Spearhead Corrective and Preventive Action (CAPA) initiatives in partnership with leadership.
Conduct detailed Measurement System Analysis (MSA) and process evaluations.
Lead team Continuous Improvement (CI) initiatives.
Analyze customer satisfaction metrics (NPS) and dissatisfaction indicators to implement strategic enhancements.
Drive process optimization efforts with key stakeholders.
Product Launch & Go-to-Market Strategy
Represent eDelivery team and processes in Go-To-Market Network (GTMN) initiatives. Ensure management and team are proactively kept aware of developments
Ensure processes are complete from E2E including the unhappy path and the actions required to resolve or escalate issues.
Lead the integration of eDelivery processes in new product launches.
Lead cross-functional collaboration for effective product information dissemination.
Professional Development
Pursue ongoing professional development opportunities within the organization.
Maintain receptiveness to feedback for performance enhancement.
Required Qualifications & Competencies
Technical Proficiency
Advanced proficiency in Microsoft Office suite, particularly Excel.
Working knowledge of databases and order management systems
Experience with CRM, Sales Force, OSVC and product entitlement systems (preferred)
Background in electronic media and healthcare IT solutions (preferred)
Professional Skills
Superior written and verbal communication skills in English.
Strong analytical and critical thinking capabilities.
Demonstrated expertise in conflict resolution and problem-solving.
Experience with order processing and/or entitlement systems.
Meticulous attention to detail with focus on quality deliverables.
Interpersonal Capabilities
Proven ability to build and maintain stakeholder relationships.
Demonstrated success in cross-functional collaboration.
Self-directed learning capability with strong independent work ethic.
Effective communication skills with both external vendors and internal teams.
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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