Cs & OTC Process Expert

6 days ago

Chennai Tamil Nadu, India Elsevier Full time

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
- A (CS&GME) Process Expert serves as a key stakeholder in managing and optimizing eDelivery entitlements and product processes, ensuring operational excellence and continuous improvement in service delivery.

Core Accountabilities
- Process Leadership & Governance- Establish and maintain comprehensive knowledge of Global Medical Education and Clinical Solutions eDelivery systems, entitlements, and product workflows.- Lead continuous process improvement by challenging and evolving existing Standard Operating Procedures (SOPs), ensuring dynamic and adaptive operational strategies.- Monitor and report key performance indicators and productivity metrics.- Execute end-to-end process ownership and accountability.

Stakeholder Engagement & Documentation Management- Foster collaborative relationships across teams to achieve departmental objectives.- Demonstrate agility in supporting cross-functional initiatives and adapting to evolving business priorities.- Cultivate and maintain strategic networks to effectively address customer/stake holders' inquiries.- Collaborate with product teams to ensure accurate implementation of product updates in entitlement procedures.- Maintain and review documentation according to global standards, ensuring timely communication of procedural updates.

Quality Management & Compliance- Execute comprehensive Root Cause Analysis (RCA) for customer escalations and dissatisfaction incidents.- Implement quality assurance protocols through regular team audits.- Oversee special projects and high-volume order fulfillment.- Facilitate and support quality audit processes.

Continuous Improvement & Innovation- Spearhead Corrective and Preventive Action (CAPA) initiatives in partnership with leadership.- Conduct detailed Measurement System Analysis (MSA) and process evaluations.- Lead team Continuous Improvement (CI) initiatives.- Analyze customer satisfaction metrics (NPS) and dissatisfaction indicators to implement strategic enhancements.- Drive process optimization efforts with key stakeholders.

Product Launch & Go-to-Market Strategy- Represent eDelivery team and processes in Go-To-Market Network (GTMN) initiatives. Ensure management and team are proactively kept aware of developments- Ensure processes are complete from E2E including the unhappy path and the actions required to resolve or escalate issues.- Lead the integration of eDelivery processes in new product launches.- Lead cross-functional collaboration for effective product information dissemination.

Professional Development- Pursue ongoing professional development opportunities within the organization.- Maintain receptiveness to feedback for performance enhancement.

Required Qualifications & Competencies
- Technical Proficiency- Advanced proficiency in Microsoft Office suite, particularly Excel.- Working knowledge of databases and order management systems- Experience with CRM, Sales Force, OSVC and product entitlement systems (preferred)- Background in electronic media and healthcare IT solutions (preferred)

Professional Skills- Superior written and verbal communication skills in English.- Strong analytical and critical thinking capabilities.- Demonstrated expertise in conflict resolution and problem-solving.- Experience with order processing and/or entitlement systems.- Meticulous attention to detail with focus on quality deliverables.

Interpersonal Capabilities- Proven ability to build and maintain stakeholder relationships.- Demonstrated success in cross-functional collaboration.- Self-directed learning capability with strong independent work ethic.- Effective communication skills with both external vendors and internal teams.
- Work Environment- Hybrid working model (remote and office)- Flexible working hours- Opportunity for continuous learning and development
- Our Commitment to You
- At Elsevier, we offer:
- Comprehensive health insurance- Group life insurance- Competitive long-service awards- Inclusive and innovative work culture- Clear career growth pathways
- Why Join Elsevier?- Contribute to advancing science and healthcare- Work with innovative technologies- Be part of a global leader in information and analytics- Opportunity to make a meaningful impact
- Join Our Innovative Team

If you are passionate about delivering exceptional customer experiences, thrive in a

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