Position: CS & OTC Associate

Are you someone who thrives on being an essential part of the CS and GME Order to Cash department? Do you have a passion for delivering exceptional customer experiences, both internally and externally?

Join Our Team: Our CS and GME renewals team is dedicated to providing top-notch administrative support to our sales representatives and channel partners. Working collaboratively with our sales team and customers, we strive to ensure exceptional customer experiences through our support and problem-solving skills.

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 CRM and Sales Force applications effectively
• Conduct regular quality audits for individual and team deliverables
• Take ownership of assignments and collaborate with Sales and Account Management in the renewals process
• Work with internal stakeholders to process renewals, cancellations, trials, and other requests efficiently
• Ensure timely and quality processing of all assigned activities
• Professionally handle customer queries via phone and 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

Benefits:

• Remote and hybrid working options
• Flexible working hours
• Comprehensive health insurance policies
• Long-service awards
• Supportive and inclusive work environment
• Opportunities for career growth and development

Join Us: At Elsevier, we are dedicated to your success and well-being. Join our diverse and collaborative team where you can make a difference and grow in your career. Apply now and be a part of our innovative and fun work environment!

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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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