Job Description

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 Executive 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
• Working with regional departments and other stakeholders (sales, business Controllers & Print fulfilment Team, etc) to ensure that contractual obligations to/from customers are met and that the processes are followed according to the requirements
• Work with the SME in End-to-End planning of the work for the team.
• Assist the TL in handling transitions and proposing system changes.
• Planning and 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 and striving to exceed customer expectations wherever possible.
• Respond professionally to customer queries by phone/ and e-mail using the Best Practice guidelines.
• Take ownership of queries and proactively follow through to resolution, escalating issues, if appropriate, to the PE/SME/TL.
• Adhering to Business/Process requirements as per SOP/Training Module.
• Report statistics/ productivity as required. Required
• Develop in-depth knowledge of their process/business
• Responsible for all team/process related reports/data analysis including validating team’s productivity and R&R trackers
• 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
• Internal/Special Projects/Bulk orders received by the team are managed and 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
• Prepare any follow-up correspondence for the sales person, customers
• Act as the central point of contact for customers towards the internal partners within the Company.
• Liaise with Regional E-Helpdesk and Fulfilment on any access and entitlements issues; Data accuracy; Analysis, planning & execution & feedback to Sales/AM

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.,
• Queue Management and mutually allocate work among team members. Planning of end to end task for existing and new work.

Process Improvement

• Identify and escalate recurring or consistent problems with system functionality, own & drive team improvements based on their experience
• Contribute ideas to the improvement of Process.
• Is able to effectively identify and analyse problems and propose solutions
• Suggest changes to systems (Change requests) when required.
• Team’s VM SPOC /Champion and will be responsible for carrying cross team audits.
• Responsible for any system related UAT testing/ represent as DUC

Training & Mentoring

• Supporting SME/PE/TL on OJTs and process documenting

• Assist the TL in project managing the training and deliverables of the new work/onboard transitions
• Mentor new joinees

Key Competencies (Aligned with ECF)
Competency Level Description
Drives for results - Level 2

• Builds commitment in others for their individual and team objectives.
• 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.

Technical and Professional Expertise - Level 2

• Applies a detailed understanding of own work and relates effectively to overall business context.
• Can be depended upon by manager and peers for technical or professional advice.
• Delivers within own role to make an important contribution to the team.
• Is able to resolve technical issues or questions quickly and effectively.

Takes Initiative - Level 2

• Independently addresses unexpected situations.
• Confident in taking action and removing obstacles to action.
• Can be counted on to follow through on actions.
• Encourages others to take their own initiative when faced with a problem.
• Provides appropriate amount of information, resources and support without undermining the individual’s full ownership of objectives and their success.

Solves Problems and Analyzes Issues - Level 2

• Is able to ask effective questions and collect facts from multiple
• sources in order to solve problems.
• Is able to effectively identify and analyze problems and propose solutions.
• Effectively manages day to day issues and problems without intervention.

Collaboration and Teamwork - Level 2

• Encourages cooperation between all members of the team.
• Identifies and removes barriers to team performance.
• Helps people to resolve conflict.
• Identifies ways for further collaboration across teams.

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.

Functional and Technical Competencies
Functional Competencies :

• Customer Experience
• Good communication skills - Fluent in English (both spoken and written) are essential
• Sensitive to numbers and reporting with strong analytical and reasoning skills
• Excellent dispute handling / problem solving
• Demonstrated ability to plan and work with order processing and/or accounting systems
• Detail oriented to ensure the output meets high quality standards
• Ability to quickly learn and work independently
• Ability to build effective working relationships with stakeholders
• Confident in working with external suppliers as well as internal teams and stakeholders.
• A background in publishing or related electronic media is desirable
• Competent in the use of Windows applications including the MS Office suite of programs.
• Knowledgeable in databases and order management systems; Master in using Excel, Business Objects is an added advantage

Education, Knowledge, Skills and Experiences (and any other requirements)

• Educated to Bachelor degree level
• 2 to 5 years of experience (preferably in Operations)

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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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