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 Operations)

• 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 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.

• 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.

Work in a way that works for you
 

We promote a healthy work/life balance across the organisation. 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 remotely from home or in our office in a flexible hybrid pattern

• Working flexible hours - flexing the times you work in the day

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.

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