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CS&OTC Associate

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Elsevier

2mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Chennai
  • Quick Apply

AI generated summary

  • You need 2-5 years in Operations, strong customer service, problem-solving skills, shift flexibility, Excel proficiency, fluent English, and the ability to work in a team.
  • You will ensure excellent customer experience, manage renewals and queries, conduct audits, handle requests efficiently, and implement process improvements through root cause analysis and CAPAs.

Requirements

  • • 2 to 5 years of experience (preferably in Operations)
  • • Willingness to work in shifts
  • • Strong customer service experience
  • • Excellent problem-solving skills
  • • Ability to adapt to a fast-paced administrative environment
  • • Proficiency in Microsoft Office, especially Excel
  • • Fluent in English (verbal and written)
  • • Strong communication and collaboration skills
  • • Ability to work effectively in a team and matrix organization

Responsibilities

  • Maintain a high level of customer experience
  • Utilize Delta and Advantage applications effectively
  • Conduct regular quality audits for individual and team deliverables
  • Take ownership of assignments and collaborate with Suppliers, Distributions team and finance in the renewals process
  • Work with internal stakeholders to process renewals, cancellations, refunds, and other requests efficiently
  • Ensure timely and quality processing of all assigned activities
  • Professionally handle customer queries via email
  • Adhere to business/process requirements as per SOP/Training Module
  • Conduct Root Cause Analysis for escalations and implement appropriate CAPAs

FAQs

What does the role of a CS & OTC Associate involve?

The CS & OTC Associate is responsible for managing orders from internal customers, executing ordering processes for timely delivery, and providing administrative support to sales representatives and channel partners.

What are the key responsibilities of this position?

Key responsibilities include maintaining a high level of customer experience, utilizing Delta and Advantage applications, conducting quality audits, handling renewals and cancellations, processing customer queries, and performing Root Cause Analysis for escalations.

What are the required qualifications for this role?

Candidates should have 2 to 5 years of experience (preferably in Operations), strong customer service experience, excellent problem-solving skills, proficiency in Microsoft Office (especially Excel), and strong communication skills.

Is shift work required for this position?

Yes, a willingness to work in shifts is a requirement for this position.

What benefits does Elsevier offer to its employees?

Elsevier offers comprehensive health insurance, group life and accident insurance, flexible working arrangements, Employee Assistance Programs, medical screenings, modern family benefits, long-service awards, subsidized meals, various paid time off, and free transport in Chennai.

How does Elsevier prioritize work-life balance?

Elsevier promotes a healthy work/life balance by offering flexible working hours, wellbeing initiatives, and support for personal and work-related challenges.

Is training provided for this role?

Yes, training is provided, and adherence to business/process requirements as per the SOP/Training Module is expected.

Are there opportunities for career development in this role?

Yes, the role offers opportunities for learning and development, as well as the chance to create insightful reports to drive improvements.

What is Elsevier's stance on equal opportunity employment?

Elsevier is an equal opportunity employer and is committed to providing a fair and accessible hiring process without discrimination based on various protected characteristics.

How can candidates request accommodations during the application process?

Candidates can request accommodations by completing the Applicant Request Support Form or by contacting the provided support number at 1-855-833-5120.

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Elsevier

Because informed decisions lead to better outcomes

Consulting
Industry
5001-10,000
Employees
1880
Founded Year

Mission & Purpose

As a global leader in information and analytics, Elsevier helps researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. We do this by facilitating insights and critical decision-making for customers across the global research and health ecosystems. In everything we publish, we uphold the highest standards of quality and integrity. We bring that same rigor to our information analytics solutions for researchers, health professionals, institutions and funders. Elsevier employs 8,700 people worldwide. We have supported the work of our research and health partners for more than 140 years. Growing from our roots in publishing, we offer knowledge and valuable analytics that help our users make breakthroughs and drive societal progress. With the Elsevier Foundation and our external Inclusion & Diversity Advisory Board, we work in partnership with diverse stakeholders to advance inclusion and diversity in science, research and healthcare in developing countries and around the world.