Job Description

Purpose of the Job
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 Order Renewals & Fulfilment department by providing outstanding customer experience to our internal and external customers.
The OR&F 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 Orders, Renewals and Fulfilment.

Key Result Areas Main Activities and Responsibilities
Order & Fulfilment Centric. Maintain Customer experience at all times

• 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 sales person 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;

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.

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 2Provides 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 2Continually 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 1Develops 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.
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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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations@relx.com or if you are based in the US you may also contact us on 1.855.833.5120.

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