Job Description

Key Result AreasMain Activities and Responsibilities
Order & Fulfilment CentricMaintain Customer experience at all times;

• Maintain systems, not limited to, but includes CRM data entry facilitating customer access and entitlement, invoice generation and accurate financial reporting.
• Regularly Perform quality audits for individual and team deliverables
• Responsible for all assignments from the point of assignment up until the process is fully completed, even in those situations beyond direct involvement in the process.
• Work with internal stakeholders to efficiently process renewals, cancellations, Trials, and other requests as assigned.
• 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.
• Adhere to Business/Process requirements as per SOP/Training Module.
• Develop in-depth knowledge of processes and the products.
• Proactively engage and follow-up with internal and external customers in a timely manner
• Complete RCA(Root Cause Analysis)for any escalations received for the team with appropriate CAPAs.

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 internal and external 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.
• Effectively identify and analyze 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
• Desire to learn and to share knowledge with other team members

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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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