Cs & Otc Associate

CS OTC Associate 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 specifically Books You will contribute to reporting and analytics efforts generating regular and ad-hoc reports to support decision-making You ll analyze data to identify trends flag anomalies and uncover opportunities for process improvements Your insights will help drive performance enhance customer satisfaction and support continuous improvement across the order management lifecycle In addition to you will play a key 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 Generate and maintain basic operational and performance reports daily weekly monthly Take prompt action based on report outcomes or escalations flag issues follow up with concerned teams and support resolution Share summarized updates and status reports with Team Leads and other stakeholders Always maintain Customer experience Ensure all the assigned activities orders emails 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 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 Requirements 1 to 2 years of experience preferably in Customer Support Willingness to work in shifts Basic understanding of operational reporting and ability to identify and escalate trends Have good experience in a customer service or customer-facing role Be able to adapt and flex to deliver multiple priorities in a rapidly changing administrative environment Proficiency in Microsoft Office especially Excel e g filters pivot tables basic formulas 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 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 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 or please contact 1-855-833-5120 Criminals may pose as recruiters asking for money or personal information We never request money or banking details from job applicants Learn more about spotting and avoiding scams Please read our We are 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 USA Job Seekers