Job Description

To work as an integral part of the Order Renewals & Fulfilment department by providing 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 You will take ownership for orders from internal customers for a range of our products including publications, journals and books. You will oversee the ordering processes to ensure successful and on-time delivery. You will have the opportunity to learn, develop and create complex reports for sharing insights and knowledge. Responsibilities Providing efficient, timely, and accurate service to Elsevier stakeholders in creating/managing agreements and coordinating the invoicing of electronic and print products. Collaborate with other teams and colleagues and ensure requests are completed following the procedure according to the requirements. Timely execution of requirements towards Orders, Renewals and Fulfilment. Always Maintain Customer experience Ensure all the assigned activities orders/agreements/emails requests are processed within the agreed TAT & quality. Respond professionally to customer queries by phone/ and e-mail using the Best Practice guidelines. Adhering to Business/Process requirements as per SOP/Training Module. Develop in-depth knowledge of their process/business. Complete RCA (Root Cause Analysis) for any escalations received for the team with appropriate CAPAs Understand and have end to end process knowledge for the process. Ensure all assigned application UATs are completed within schedule. Ensure Quality Audited whenever required for the team. Be the key resource and support for the Account Manager in the sales process. Assist the salesperson in preparing trials, agreements and liaise with Fulfilment to ensure the timely entitlement of the service create proposals. Liaise with Regional E-Helpdesk and Fulfilment on any access and entitlements issues, Data accuracy. Requirements Have good experience in a customer service or customer-facing role. Be a great problem solver, resolving problems using existing solutions. Be able to adapt and flex to deliver multiple priorities in a rapidly changing administrative environment. Have excellent computer skills in Microsoft Office with proficiency in Excel and the ability to learn new systems. Be fluent in English, verbal and written and have excellent all-round communication skills. Able to work as a team player and to effectively collaborate within a matrix organization. Work in a way that works for you We promote a healthy work/life balance across the organization. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, family leave and tuition reimbursement, we will help you meet your immediate responsibilities and long-term goals. . Working remotely from home and at our office in a hybrid working style . Working flexible hours - flexing the times you work in the day Working with us We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it. Working for you At Elsevier, 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: . Group Health Insurance Policy (covering self and family) . Group Life insurance/accident policy . Generous long-service awards . New Baby gift . Subsidised food provided (applies to India- Chennai) . Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, Gazetted Public Holiday and Maternity/Paternity Leave . Free Transport provided to and from the office (applies to India-Chennai) About Us 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. 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: . Please read our .

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