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 customersOversee ordering processes to ensure successful and timely deliveryCreate complex reports to share insights and knowledgeUtilize CRM and Sales Force applications effectivelyProcess renewals and related requests efficientlyCollaborating with Sales and Account Management teamsConduct regular quality audits

Integrated Responsibilities:

Maintain exceptional customer experienceRespond professionally to customer queries via call and emailAdhere to Business/Process requirements as per SOPDevelop in-depth process and business knowledgeComplete Root Cause Analysis for escalationsEnsure all assigned activities are processed within agreed TAT and quality standards

Requirements

Qualifications:

4+ years of experience in Operations, Customer ServiceStrong problem-solving skillsAbility to adapt to a fast-paced administrative environmentExcellent computer skills, proficiency in Microsoft Office (especially Excel)Fluency in English (verbal and written)Proficiency in CRM and Sales Force applicationsAdvanced Excel skillsAbility to learn and adapt to new systems quickly

Soft Skills:

Exceptional communication and collaboration abilitiesTeam player with matrix organization adaptabilityProactive approach to process improvementStrong attention to detail

Work Environment

Hybrid working model (remote and office)Flexible working hoursOpportunity for continuous learning and development

Our Commitment to You

At Elsevier, we offer:

Comprehensive health insuranceGroup life insuranceCompetitive long-service awardsInclusive and innovative work cultureClear career growth pathways

Why Join Elsevier?

Contribute to advancing science and healthcareWork with innovative technologiesBe part of a global leader in information and analyticsOpportunity 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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