CS & OTC Process Expert

About Opportunity 

Are you a dynamic professional looking to make a significant impact in a global information and analytics organization? Elsevier is seeking a versatile Customer Service & Order to Cash Associate who can excel in both E-delivery and Renewals processes, bringing exceptional customer experience and operational excellence to our team. 

About Our Team 

Our team is at the heart of delivering high-quality administrative support to sales representatives and channel partners. We work collaboratively across renewals, e-delivery and post-sales processes, providing innovative solutions and ensuring outstanding customer experiences. 

Role Overview 

A (CS&GME) Process Expert serves as a key stakeholder in managing and optimizing eDelivery entitlements and product processes, ensuring operational excellence and continuous improvement in service delivery.  

Core Accountabilities  

Process Leadership & Governance  

• Establish and maintain comprehensive knowledge of Global Medical Education and Clinical Solutions eDelivery systems, entitlements, and product workflows.  

• Lead continuous process improvement by challenging and evolving existing Standard Operating Procedures (SOPs), ensuring dynamic and adaptive operational strategies.  

• Monitor and report key performance indicators and productivity metrics.  

• Execute end-to-end process ownership and accountability.  

Stakeholder Engagement & Documentation Management  

• Foster collaborative relationships across teams to achieve departmental objectives.  

• Demonstrate agility in supporting cross-functional initiatives and adapting to evolving business priorities.  

• Cultivate and maintain strategic networks to effectively address customer/stake holders' inquiries.  

• Collaborate with product teams to ensure accurate implementation of product updates in entitlement procedures.  

• Maintain and review documentation according to global standards, ensuring timely communication of procedural updates.  

Quality Management & Compliance  

• Execute comprehensive Root Cause Analysis (RCA) for customer escalations and dissatisfaction incidents.  

• Implement quality assurance protocols through regular team audits.  

• Oversee special projects and high-volume order fulfillment.  

• Facilitate and support quality audit processes.  

Continuous Improvement & Innovation  

• Spearhead Corrective and Preventive Action (CAPA) initiatives in partnership with leadership.  

• Conduct detailed Measurement System Analysis (MSA) and process evaluations.  

• Lead team Continuous Improvement (CI) initiatives.  

• Analyze customer satisfaction metrics (NPS) and dissatisfaction indicators to implement strategic enhancements.  

• Drive process optimization efforts with key stakeholders.  

Product Launch & Go-to-Market Strategy  

• Represent eDelivery team and processes in Go-To-Market Network (GTMN) initiatives. Ensure management and team are proactively kept aware of developments  

• Ensure processes are complete from E2E including the unhappy path and the actions required to resolve or escalate issues.  

• Lead the integration of eDelivery processes in new product launches.  

• Lead cross-functional collaboration for effective product information dissemination.  

Professional Development  

• Pursue ongoing professional development opportunities within the organization.  

• Maintain receptiveness to feedback for performance enhancement.  

Required Qualifications & Competencies  

Technical Proficiency  

• Advanced proficiency in Microsoft Office suite, particularly Excel.  

• Working knowledge of databases and order management systems  

• Experience with CRM, Sales Force, OSVC and product entitlement systems (preferred)  

• Background in electronic media and healthcare IT solutions (preferred)  

Professional Skills  

• Superior written and verbal communication skills in English.  

• Strong analytical and critical thinking capabilities.  

• Demonstrated expertise in conflict resolution and problem-solving.  

• Experience with order processing and/or entitlement systems.  

• Meticulous attention to detail with focus on quality deliverables.  

Interpersonal Capabilities  

• Proven ability to build and maintain stakeholder relationships.  

• Demonstrated success in cross-functional collaboration.  

• Self-directed learning capability with strong independent work ethic.  

• Effective communication skills with both external vendors and internal teams.  

 Work Environment 

• Hybrid working model (remote and office) 

• Flexible working hours 

• Opportunity for continuous learning and development 

Our Commitment to You 

At Elsevier, we offer: 

• Comprehensive health insurance 

• Group life insurance 

• Competitive long-service awards 

• Inclusive and innovative work culture 

• Clear career growth pathways 

Why Join Elsevier? 

• Contribute to advancing science and healthcare 

• Work with innovative technologies 

• Be part of a global leader in information and analytics 

• Opportunity to make a meaningful impact 

Join Our Innovative Team