CS & OTC associate - Portal Invoicing

Do you like to work as an integral part of the Customer Service Order to Cash department?

Would you like to provide outstanding customer experience to our internal and external customers?

About Team

Our Customer Success team strives to deliver high quality administrative assistance to our sales representatives and channel partners. We work collaboratively in the post sales process with our sales team and customers. We provide support and problem-solving skills to ensure our customers have an exceptional experience.

About the Role:

As a CS & OTC Associate, you will be responsible for managing orders from internal customers across a range of products. You will play a crucial role in executing ordering processes to ensure timely and successful delivery. This role offers opportunities for learning,
development, and creating insightful reports to share knowledge and drive improvements.
 

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

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

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

 • Comprehensive Health Insurance: Covers you, your immediate family, and parents.

• Enhanced Health Insurance Options: Competitive rates negotiated by the company.

• Group Life Insurance: Ensuring financial security for your loved ones.

• Group Accident Insurance: Extra protection for accidental death and permanent disablement.

• Flexible Working Arrangement: Achieve a harmonious work-life balance.

• Employee Assistance Program: Access support for personal and work-related challenges.

• Medical Screening: Your well-being is a top priority.

• Modern Family Benefits: Maternity, paternity, and adoption support.

• Long-Service Awards: Recognizing dedication and commitment.

• New Baby Gift: Celebrating the joy of parenthood.

• Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates. Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.

• Free Transport pick up and drop from the home -office - home (applies in Chennai).

 About the Business

A global leader in information and analytics, we help researchers and healthcare professionals’ advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

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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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