Cs & OTC Associate -0523-ch-076

Reed Elsevier is a world leading provider of professional information solutions, operating in 3 core markets: Science & Medical, Legal, and Business-to-Business. Reed Elsevier is active in Europe, Latin America, the USA and Asia Pacific, which it considers its most important growth market.

Elsevier is a division of Reed Elsevier and a world leading provider of scientific, technical, and medical information serving more than 30 million scientists, students and health and information professionals worldwide and publishing more than 20,000 products and services globally. Electronic Publishing plays an important and growing role in the product mix and Elsevier offers a wide range of online solutions which complement the print products.

Job Purpose

To work as an integral part of the Customer Support and Order to Cash department by providing outstanding customer experience to our internal and external customers.

The CS&OTC Associate is responsible for:

- 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 Customer Support and Order to Cash.

Key Result Areas / Main Activities and Responsibilities

Customer Centric
- Maintain Customer experience at all times by maintaining and creating accounts in relevant systems.
- Ensure all the assigned activities/requests are processed within the agreed TAT & quality.
- 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 Quality Audited whenever required for the team

Team Work
- Plan and work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
- Provide flexible support for team members and other teams. Demonstrate a positive and flexible approach to changing business priorities.
- Develop a network necessary to knowledgeably respond to customer enquiries, requests and claims etc.,

Process Improvement
- Identify and escalate recurring or consistent problems with system functionality and process.
- Contribute ideas to the improvement of Process.
- Is able to effectively identify and analyse problems and propose solutions.
- Ability to follow ideas through from start to finish (from idea to implementation)

Personal Development
- Actively seek opportunities for personal development including progression across the wider department.
- Be open in communication and react constructively to feedback to improve your performance

Key Competencies (Aligned with ECF)

Competency/Level/Description

Displays High Integrity and Honesty - Level 2
- Always follows rules and does what is expected.
- Does what s/he says s/he will do.
- Remembers commitments and promises.
- Is honest and ethical in decision making.
- Is trusted by others to do the right thing.
- Is fair and honest in how s/he treats others.

Communicates powerfully and prolifically - Level 2
- Provides clear instructions and direction to others.
- Is able to both actively listen to and effectively question to understand another’s viewpoint.
- Helps others understand situations by communicating business context.

Practices Self Development - Level 2
- Continually develops depth and breadth in key competencies.
- Actively seeks feedback from others.
- Takes concrete actions relating to feedback to improve performance.
- Understands own strengths and weaknesses and looks for opportunities to build on both.

Technical and Professional Expertise - Level 1
- Develops and demonstrates core technical and professional skills required for own discipline.
- Develops and applies understanding of business context (including products, processes, culture & values).
- Develops and applies knowledge of the markets in which function operates.

Solves Problems and Analyzes Issues - Level 1
- Is able to understand, analyze and resolve core issues within own role.
- Works with others on solving complex problems and issues.

Drives for results - Level 2
- Builds commitment in others for their individual and team objectives.
- Communicates expectations clearly.
- Promotes a strong sense of urgency for reaching goals.
- Follows through on commitments to ensure they are successfully completed and goal are achieved.
- Follows through on commitments to ensure goal achievement.

Functional and Technical Competencies

Functional Competencies:

- Good communication skills - Fluent in English (both spoken and written) are essential
- Data driven - an understanding of how data can drive decisions
- Maintain Customer experience at all